Senior Quality Management Coordinator

University of Arkansas System • Little Rock, AR

8d

About The Position

The Senior Quality Management Coordinator advances the performance and reliability of the UAMS Healthcare Call Center through quality assurance, operational data analysis, and continuous improvement initiatives. The role conducts audits and reporting, supports compliance with regulatory and accreditation standards, improves workflows, and helps develop policies and training. Working with leadership, staff, and physicians, the coordinator troubleshoots operational challenges and supports departmental projects, documentation, IT needs, research, and regulatory reviews. The position also provides data and coordination that support patient care and service excellence.

Requirements

• Bachelor’s degree in nursing, healthcare, or a healthcare-related field.
• Seven years of clinical quality improvement, performance improvement, or program and project management experience, including three years of clinical nursing experience.
• Current valid Arkansas RN license.

Nice To Haves

• Master’s degree in nursing, healthcare, or a healthcare-related field.
• Experience or knowledge with quality assurance databases or software.
• Strong computer skills and aptitude.
• Proficiency in Microsoft Office applications.

Responsibilities

• Improve call center metrics through quality assurance, coaching, and training.
• Assess operational and departmental needs and develop processes and quality improvements.
• Troubleshoot problems with leadership, staff, and physicians.
• Use quality improvement and performance improvement tools to manage projects.
• Assist the manager in planning measurable goals and objectives based on call center data.
• Review and update call center policies and procedures related to documentation and workflows every six months.
• Recommend ways to capture reporting data to promote quality patient care and service for referral providers.
• Assist with project implementations.
• Assess training needs and recommend solutions for existing or new training modules.
• Maintain current knowledge of relevant databases, registries, regulatory and accreditation requirements, and benchmarking frameworks and methodologies.
• Support regulatory visits by providing data, policies, documentation, and participation.
• Audit completed work using departmental quality monitoring standards and guidelines; identify improvements to performance, processes, and training.
• Prepare on-demand, monthly, quarterly, and annual reports for hospital and institute administration, the Arkansas State Medicaid Department, and the Arkansas Department of Health.
• Review staff documentation and recordings weekly for quality assurance and improvement, and provide a monthly report to the call center director.
• Prepare a monthly documentation deficiency report for the Call Center Director.
• Provide a weekly maternal transports report to the High-Risk OB Referral nurse for patient and referring-provider follow-up as applicable.
• Provide data and communication information to support research related to call center programs.
• Analyze data for trends and recurring errors, and suggest and help implement more efficient systems and processes.
• Perform other duties as needed.

Benefits

• Medical, dental, and vision plans for qualifying staff and family.
• Holiday, vacation, and sick leave.
• Education discount for staff and dependents (undergraduate only).
• Retirement contribution matched by UAMS up to 10%.
• Basic life insurance up to $50,000.
• Career training and educational opportunities.
• Merchant discounts.
• Concierge prescription delivery on the main campus when using the UAMS pharmacy.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior