Clinical Quality Assurance Analyst - Care Navigation Services

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

This position is responsible for monitoring and evaluating incoming and/or outgoing nurse triage calls to measure compliance to department policies and procedures. Ensures representatives are handling calls in the most efficient and effective manner, while providing an exceptional patient experience. This position is also responsible for the development and administration of population specific education for staff. This position will act as the catalyst for change and adapts to change in a positive and professional manner. This position understands and promotes the University of Utah Health Mission, Vision, Values and initiatives. This position may be required to access and administer medications within their scope of practice and according to State Law.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Responsibilities

Essential Functions

• Takes an active role as the lead preceptor for the department. Assesses knowledge, skills, and competency and provides support for department preceptors.
• Develops and administers nursing orientation for defined area and provides ongoing support as a mentor for newly hired staff.
• Maintains accurate and timely education records.
• Assesses ongoing needs of staff. Based on needs, develops and maintains unit clinical competencies, skills and knowledge in collaboration with department leadership.
• Maintains and models clinical and professional expertise by being conversant with current literature and practice.
• Maintains strong clinical presence in the department and clinical competence by working side by side with new staff and preceptors.
• Investigates incident reports on patient care safety and coaches staff accordingly.
• Reviews and provides feedback to department manager on call handling.
• Evaluates call handling remotely via real time services observe features, recorded voice and screen capture applications.
• Works collaboratively with nurse manager in supporting departmental project needs.
• Tracks quality and compliance trends and identifies opportunities for improvement.
• Leads department sessions to ensure consistency in call evaluation.
• Assists with SOP creating, revision and review.
• Attends and presents in department quality meetings, providing input on problem identification and resolution and continuous quality improvement.
• May assist with developing and writing quality forms.
• At the discretion of department operational and patient care needs, this position is required to work rotating schedules, which may include variable hours, weekends, nights, and holidays to meet the staffing and patient care demands of a 24/7 complex health system. Regular, reliable, and punctual attendance during assigned shifts is considered an essential function of the role. 

Knowledge / Skills / Abilities

• Demonstrated clinical competence in defined areas and department standards.

• Demonstrated interpersonal skills and the ability to speak effectively before groups and/or teach classes.

• Demonstrated proficiency in relevant software applications.

• Ability to teach and support the instruction of the organization's electronic medical records and other clinical computer programs.

• Ability to provide care appropriate to the population served.

• Excellent customer service skills.

• Excellent written and verbal communication skills.

• Demonstrated analytical skills with attention to detail.

• Demonstrated time management skills.

• Knowledge of scheduling, messaging, operator, and/or clinical call flows.

• Demonstrated availability to work variable and rotating shifts, including nights, weekends, and holidays, in a 24/7 patient care environment. 

Qualifications

Required

• Two years clinical nursing experience.

Licenses Required

• Current license to practice as a Registered Nurse in the State of Utah, or obtain one within 90 days of hire under the interstate compact if switching residency to State of Utah. Must maintain current Interstate Compact (multi-state) license if residency is not being changed to Utah.

• Current RQI Healthcare Provider eCredential through the University of Utah Health RQI system. The eCredential is to be obtained within 30 days of hire.

* Additional license requirements as determined by the hiring department.

Qualifications (Preferred)

Preferred

• Bachelor's degree in nursing, education, or related field.
• One year of directly related experience in an area of specialty is preferred.
• Some positions may require additional certifications such as Advanced Cardiac Life Support (ACLS), Pediatric Advanced Life Support (PALS), or Neonatal Resuscitation Program (NRP) within one year of hire.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This position involves intensive work that may exert up to 100 pounds and may consistently require lifting, carrying, pushing, pulling or otherwise moving objects, such as medical equipment, or patients while providing medical care. Workers in this position may be exposed to infectious diseases and may be required to function around prisoners or behavioral health patients.

Physical Requirements

Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking