Clinical QA Analyst- Access Center (Hybrid Position)

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.

The Clinical Quality Assessment Analyst is responsible for evaluating the patient experience and the clinical accuracy of the clinical staff at the Access Center. This role involves assessing the patient experience, adherence to clinical guidelines and best practices. The analyst will collaborate with clinical staff, managers, and other stakeholders to ensure that the Access Center provides high-quality, patient-centered care. This position requires a combination of clinical expertise, analytical skills, and a commitment to continuous improvement. The Clinical Quality Assessment Analyst plays a critical role in ensuring that the Access Center provides high-quality, patient-centered care. If you are passionate about quality improvement, patient experience, and clinical accuracy, we encourage you to apply for this exciting opportunity.

JOB DUTIES AND RESPONSIBILITIES:

• Conduct regular call evaluation assessments of patient satisfaction to identify areas for improvement.

• Evaluate the clinical accuracy of the clinical staff, including adherence to clinical guidelines and best practices.

• Develop and implement initiatives to enhance the patient experience and clinical accuracy, such as improving communication, reducing wait times, and enhancing clinical skills.

• Collaborate with clinical staff, managers, and other stakeholders to implement best practices and ensure a patient-centered approach to care.

• Monitor and evaluate the effectiveness of patient experience and clinical accuracy initiatives and make adjustments as needed.

• Provide coaching, training, and support to clinical staff on patient-centered care, communication skills, and clinical guidelines.

• Participate in meetings, committees, and other activities related to patient experience, clinical accuracy, and quality improvement.

• Maintain accurate and up-to-date records of patient experience call evaluations, clinical accuracy, and quality assessment activities and outcomes.

• Prepare and present quality Assurance reports on patient experience, clinical accuracy, and quality assessment findings, initiatives, and outcomes to management and other stakeholders.

• Analyze patient feedback, complaints, and surveys to identify trends and opportunities for improvement.

PHYSICAL AND SENSORY REQUIREMENTS:

Sitting for up to 7 hours per day, 4 hours at a time; standing for up to 7 hours per day, 4 hours at a time; walking for up to 2 hours a day, 1 hour at a time. Requires hand and finger dexterity to perform repairs of small equipment and to use computer equipment. Seeing as it relates to general, near, color and peripheral vision. Hearing as it relates to normal and telephone conversations.

EDUCATION:

Registered Nurse with current license to practice in the State of Pennsylvania required. Bachelor’s degree preferred.

TRAINING AND EXPERIENCE:

Experience in a clinical quality assessment or similar role in a healthcare setting. Knowledge of patient experience measurement tools, clinical guidelines, and best practices. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Proficiency in Microsoft Office Suite and other relevant software applications. Certification in quality improvement (e.g., Lean Six Sigma, Certified Professional in Healthcare Quality) preferred.

Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!

St. Luke's University Health Network is an Equal Opportunity Employer.