Quality Analyst Remote USA Job at Clinical Heath Network
The vision of Clinical Health Network for Transformation (CHN) is to better fulfill the mission and promise of Planned Parenthood to bring high-quality, affordable care to every member of our communities. CHN is a collaboration between
14 Planned Parenthood affiliates across 18 states. Combined, the 14 affiliates execute
1 million patient visits annually and
employ 5,000 staff members at approximately
190 health centers.
CHN is looking for individuals who are committed to supporting our shared goal of strengthening and enhancing our awareness and commitment to advancing the cause of health and race equity in our organization.
The Quality Analyst is responsible for improving operations by monitoring key performance indicators and providing the information gathered for employee feedback and interventions across all functions within the Clinical Health Network for Transformation (CHN).The Quality Analyst is responsible for evaluating current workflows and developing process improvements to ensure quality and accurate workflows in all areas and will provide feedback to each team member and/or their direct supervisor with identified errors on a daily, weekly, and monthly basis utilizing Quality Assurance Scorecards. Responsibilities also include identifying and reporting trends and concerns regarding quality assurance metrics, to include statistical reporting documentation. The Quality Analyst must also be comfortable with verbal dialogue regarding the outcomes of audits. Ideal candidates for this position are engaging and customer focused. The Quality Analyst reports to the Quality Manager.
Essential Functions
- Monitor employee interactions for the purpose of ensuring quality service and adherence to approved scripting, as well as accuracy of information, call handling standards, and patient experience
- Conduct evaluations utilizing departmental quality monitoring forms for audits
- Provide leaders with regular employee performance feedback; when necessary, coach agents and provide feedback directly to fill performance gaps found in audits
- Analyze and identify quality performance trends at the employee and department levels. Prepare and analyze quality reports for management review
- Analyze information, including root cause, to make recommendations that reduce errors and improve process performance
- Participate in development of documents to drive quality improvement, including the design of quality monitoring forms and quality standards. Document and update process, procedures, guidelines, and training materials
- Create, maintain, and track reports in relation to performance
- Assist with the development of CHN training and quality assurance processes
- Support and suggest improvements/recommendations to meet the highest level of patient experience
- Advise management immediately for any type of auto-failures
- Ensure that metrics are met for number of interactions monitored for each employee and amount of disposition audits performed
- Serve as subject matter (SME) resource to team members, supervisors, and management staff
- Coordinate with CHN Quality Manager to implement effective practices to increase revenues, reduce costs, and improve service quality
- Promote use of new or improved technology. Identify improvement opportunities and functions requiring change. Develop clear recommendations consistent with best practice process to remediate identified quality issues
- Collaborate within the appropriate stakeholders to identify performance improvement opportunities
- Escalate identified opportunities, issues, and out-of-benchmark metrics to the Quality Manager of internal operations for additional investigation and action plan development
- Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community
- Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems
- Work and build trust across cultural differences
The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at anytime.
Qualifications and Experience (Required)
- Bachelor’s degree, in a Health Care Management or Health Care Administration or a related field or 4 years equivalent experience in quality or patient access in lieu of education requirement, training experience preferred
- Experience in health care operations or centralized scheduling
- Excellent problem-solving service skills
- Experience with coaching and performance improvement approaches
- Ability to facilitate group discussions
- Proficiency with Microsoft software (Word, Excel, etc.)
- Demonstrated ability to maintain a customer-centric service approach
- Excellent written and verbal communication skills and ability to collaborate and interact with all levels within and outside of CHN, if necessary
- Strong attention to detail and follow-up; and ability to multi-task
- Demonstrated dedication to Planned Parenthood’s mission, vision, and values
- Strong interpersonal skills and the ability to build relationships
Qualifications and Experience (Preferred)
- 3+years ofrelevantexperience in quality assurance, analysis, or improvement
- Demonstrated proficiency in contact center software, EHR, and reporting
- Strong statistical and analytical and problem-solving abilities
Key Requirements
- Commitment to advancing race (+) equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society
- Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions
- Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn
- Strong sense of accountability to equitable practices
- Understanding of the impact of identity dynamics on organizational culture
- Commitment to CHN and Planned Parenthood’s In This Together service ethos, workplace values, and service standards
Total Rewards. CHN provides employees with a competitive compensation and benefits; some highlights include the following.
Above Position Compensation Range: $20.70/hour (Minimum); goes up based on relevant experience- Geographic Differentials available for residences of NYC or Bay Area, CA
- Health Care Coverage (Medical, Dental, & Vision); eligibility for full-time, regular employees on date of hire
- Flexible Spending Accounts and Health Savings Account
- Short-Term Disability and Basic Life & AD&D Insurance provided by CHN
- Voluntary elections for Long Term Disability and Additional Life & AD&D Insurance available at cost
- Employee Assistance Program
- Retirment Plan, 3% employer match after one year of service
- Paid Time Off Program includes accrual-based PTO and nine (9) paid Holidays
Clinical Health Network for Transformation (CHN) is an equal employment opportunity employer. We comply with all applicable laws prohibiting discrimination based on race, color, religion, gender and gender expression/identity, age, ethnicity, national origin, ancestry, physical or mental disability, uniformed service member/veteran status, marital status, medical condition, pregnancy, sexual orientation, citizenship status, genetic information, as well as any other category protected by federal, state, or local. We are committed to building an inclusive workplace that values racial & social justice. We strongly encourage all persons to apply, including people of color and members of the LGBTQ community.
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