Manager, Clinical Quality Assurance and Training- Access Center

St. Luke’s University Health Network•Allentown, PA

About The Position

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. The Manager, Clinical Quality Assurance and Training - Access Center ensures clinical programs and services are implemented at the highest standards in the SLPG Access Center. She/he is responsible for developing and maintaining a comprehensive quality assurance program to validate clinical interactions within the Access Center are consistent with standards and protocols. Utilizing information gathered through the quality assurance process, the Clinical Quality Assurance and Training Manager will oversee all aspects of SLPG Access Center’s new hire and ongoing development clinical training programs (strategy, curriculum design, delivery, etc.).

Requirements

Bachelor's degree in a healthcare-related field (e.g., nursing, healthcare administration, public health) required.
Current clinical licensure (RN) is required.
Minimum of 5 years of clinical experience, with at least 2 years in a supervisory or training role.
Knowledge of patient experience measurement tools, clinical guidelines, and best practices.
Ability to analyze data and generate actionable insights.
Excellent communication, leadership, and organizational skills.
Proficiency in Microsoft Office Suite and other relevant software applications.

Nice To Haves

Master's degree preferred.
Certification in quality improvement (e.g., Lean Six Sigma, Certified Professional in Healthcare Quality) preferred.

Responsibilities

Develop and lead a comprehensive clinical quality assurance program primarily spanning Clinical Triage, Connect to Care, and Rx Refill services; and, secondarily extending to a subset of clerical interactions which transition into clinical situations.
Collaborate with SLPG Access Center and Operational leaders to maintain strong understanding of broad and specialty specific clinical standards, protocols, and communication pathways.
Develop, implement, and maintain quality assurance policies, procedures, and processes to ensure compliance with clinical practice standards and organizational goals.
Establish quality assurance review cycle/cadence and lead team of Clinical Quality Assurance Analysts to conduct internal reviews of patient interactions, execution of clinical processes/decision making, and documentation relative to defined standards.
Establish and utilize system to quantitatively and qualitatively share review results/observations (positive and constructive), monitor progress, and drive improvement with personnel through collaboration with their respective leaders.
Provide and report key performance indicators (KPIs) related to clinical quality, patient safety, and satisfaction using data to drive decision-making and continuous improvement efforts.
Review and revise policies and procedures to reflect changes in best practices, protocols, or clinical standards of care.
Facilitate the investigation and resolution of clinical quality issues, including root cause analysis and implementation of a curative process in collaboration with Access Center and Operational leaders.
Manage, mentor, and support Clinical Quality Assurance team.
Lead clinical training strategy, curriculum design, content development, and implementation of comprehensive clinical training programs for new hires and ongoing staff development in collaboration with key stakeholders (Access Center and Operational leaders, instructional design, Training Supervisor).
Continuously evaluate clinical training effectiveness and revise existing training to meet quality standards and/or create new training to address gaps/opportunities.
Oversee clinical training delivery to ensure staff proficiency in clinical protocols, customer service, and Access Center systems.
Manage, mentor, and support Clinical Training and Development team.