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AccessNurse is the premier provider of medical call center solutions, including 24/7 telephone nurse triage, and answering services. In business since 1996, AccessNurse serves more than 20,000 providers and practices, along with health care systems, health plans and Federally Qualified Health Centers (FQHCs) across the country. AccessNurse is a TeamHealth Company.
Overview
The Non-Clinical Quality Assurance Manager ensures compliance of the non-clinical quality standards set forth by AccessNurse. The Non-Clinical Quality Assurance Manager reports to the Director of Quality and Education.
Essential Functions:
- Ensure the timely research of assigned CRM cases involving the Patient Coordinator role.
- Collaborate with Quality, Client Relations, and Operations personnel to identify process improvement opportunities based on aggregate CRM case reporting.
- Identify and provide actionable insight, when deemed necessary, to appropriate personnel as part of assigned CRM case research resolution.
- Ensure appropriate Non-Clinical Quality Audit assignments and monitor for timely completion.
- Meet regularly with Non-Clinical Operations to review quality trends and individual staff performance opportunities.
- Collaborate with Quality and Non-Clinical Operations personnel to identify process improvement opportunities based on aggregate Non-Clinical Quality audit reporting.
- Notifies the appropriate call center leaders and administrative officials immediately if record review identifies a situation that poses a risk for consumers.
- Active participant in quarterly QI Committee meetings.
- Supports Quality and Risk Manager in Non-Clinical reporting to perform requested ad hoc studies requested by management or the QI Committee.
- Uphold and support the mission, objectives and policies of AccessNurse.
- Active involvement Quality Improvement projects and initiatives.
- Facilitate positive communication with all departments and team members.
- Maintain Patient Coordinator skills and competency in company and client systems.
- Collaborate with Operations to plan and support performance improvement initiatives identified by Quality, QI Committee, and AccessNurse leadership.
- Leads and participates in leadership meetings as assigned.
