Job description
Job Summary:
The Quality Program Specialist position is responsible for driving and promoting quality performance between Tele-specialists and its customers for TeleSpecialists and its customers for Telespecialists Teleneurology Service Line. The role is a champion for continuous improvement efforts and error reduction initiatives established by the Quality Management System, utilizing sound critical thinking methods, data driven analysis and quality improvement tools. The position requires strong business acumen, inter-personal effectiveness, conflict resolution and group facilitation skills, as this role must develop excellent client relationships that lead to sustainable, high quality care delivery processes, and full utilization of TeleSpecialists services. The Quality Program Specialist optimizes customer satisfaction such that it positively impacts patient outcomes, contract retention and the financial performance of TeleSpecialists.
The Quality Program Specialist position is responsible for driving and promoting quality performance between Tele-specialists and its customers for TeleSpecialists and its customers for Telespecialists Teleneurology Service Line. The role is a champion for continuous improvement efforts and error reduction initiatives established by the Quality Management System, utilizing sound critical thinking methods, data driven analysis and quality improvement tools. The position requires strong business acumen, inter-personal effectiveness, conflict resolution and group facilitation skills, as this role must develop excellent client relationships that lead to sustainable, high quality care delivery processes, and full utilization of TeleSpecialists services. The Quality Program Specialist optimizes customer satisfaction such that it positively impacts patient outcomes, contract retention and the financial performance of TeleSpecialists.
Primary Relationships:
The position reports to the Director, Quality and the Vice President Quality.
The role is responsible for effective implementation and utilization of Tele-Specialists services from “go-live” implementation through the contract renewal. The person in this role must enjoy a diverse and fast paced work environment, with the mental dexterity and emotional resiliency to transition from internal facing to external facing process and transactional activity, while maintaining a positive attitude and pleasant demeanor.
Job Specific Functions/Responsibilities:
- Assist hospital contact to improve stroke program process and outcomes.
- Experience with Hospital Stroke Program; Stroke Manager/Coordinator
- Customer implementation support of Value Stream Mapping and Go-live activities
- Customer Performance Improvement relationship management
- Liaison with TeleSpecialists physician and customer physicians
- Tele-Specialist Program Management of internal and external projects
- Ensures processes conforms to the requirements of the ISO, DNV and The Joint Commission Standards
- Supports education and training for client hospitals to support continuous improvements of patient focused processes.
- Serves as the primary quality control resource for problem identification, resolution, and continuous improvement between Tele-specialists and each client site.
- Implements and documents procedures for process control, process improvement, and quality review.
- Establishes and implements metrics for monitoring system effectiveness and to enable customers to make sound service quality decisions.
- Performs root-cause analysis and other problem-solving activities to identify effective corrective actions and process improvements.
- Collaborates in collection and analysis systems of data to evaluate trends that will affect improvement of product quality.
- Interacts with customers to identify opportunities to improve quality and establish feedback on services provided.
- Reports to Director and Vice President on quality issues, trends, barriers and losses.
- Participates in internal and external quality audits as requested.
- Completes patient call-backs for modified Rankin and patient satisfaction (TeleNeurology)
Ensure the promotion of customer focus throughout the organization. Interfaces with customer quality representatives concerning problems with quality control and assure that effective corrective action is implemented
Qualifications/ Competencies Required:
- important preferred experience:
- Clinical Quality Improvement/Quality Management
- Leadership experience preferred
- Stroke Coordinator, Emergency Department or Critical care clinical nursing with experience in stroke care for at least 5 years or more.
- Desire to pro-actively seek and receive feedback from others, as well as offer coaching
- Inquisitive thinker, equally willing to challenge status quo, as well as own thought process
- Strong critical thinking and analytical skills
- Written and verbal communication proficiency at conceptual and tactical levels
- Decision making to prioritize multiple time sensitive activities internally and externally
- Exceptional organizational skills, to manage own calendar and collaborate with others
- Demonstrable experience with quality tools such as PDCA, basic statistics, Pareto, Fishbone
- Strong technical writing ability to create job instructions and clinical protocols
- Process mapping and troubleshooting ability to solve clinical performance issues using RCA
- Thoroughness in work quality, communication and documentation
- Ability and motivation to both seek and provide internal/external performance feedback
- High emotional intelligence and resiliency to work with challenging and diverse client base
- Excellent facilitation and conflict resolution skills to work with co-located and remote teams
Education:
- Registered Nurse
- Required Bachelor’s degree (BSN)
Travel
- Up to 30%
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