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Quality Assurance Analyst- RN-BSN, DPC- Pt Engagement Ctr, Durham, NC -Hybrid-NC, 1 day wk remote

Regular Full Time Durham, North Carolina
Requisition Number: 211040
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Duke Primary Care

Duke Primary Care Duke Primary Care is a broad network of community-based clinics that offer family medicine, internal medicine, pediatric, and urgent care services. With 400 providers in nearly 50 locations, Duke Primary Care is the largest primary care network in the greater Triangle. Our network saw more than 750,000 patient encounters in fiscal year 2021.

Our Duke Primary Care clinics provide personalized care for adults and children, from sick visits to preventive care, health screenings to immunizations, and annual exams to chronic disease management. Select primary care clinics also provide behavioral health, diabetes education, pharmacy, and other population health services. Duke Primary Care clinics are accredited and designated a Primary Care Medical Home by The Joint Commission.

Our Duke Urgent Care centers offer evaluation and treatment for minor illnesses and injuries 12 hours a day, seven days a week when a patient’s primary care provider is not available. Services also include certain physical exams and vaccinations. A pediatric specialist is available at select locations. Patients can walk in to one of our nine urgent care centers located throughout the greater Triangle or can schedule a virtual visit to receive care from the comfort of home.

Quality Assurance Analyst-RN-BSN DPC Patient Engagement Center-Durham, NC (Hybrid -NC,  remote 1 day per week)

The ideal Quality Assurance Analyst candidate will have:

  • Customer centric focus
  • Ability to provide an exceptional patient experience
  • QualTrex and Tableau systems-required  (3 years experience)-Must have
  • Role model for team
  • Analytical and statistical mindset
  • Triage expertise
  • Metrics driven

General Description of the Job Class

  • The Quality Assurance Analyst is responsible for auditing and evaluating the telecommunication workflows of non-licensed and licensed clinical staff members within the Duke Primary Care Engagement Center
  • The Analyst will identify, plan and execute activities to promote patient safety, best practices, and performance improvement initiatives to ensure compliance according to regulatory statues, policies and procedures   
  • The Quality Assurance Analyst ensures clinical quality goals are met to the highest of standards across the Duke Primary Care Engagement Center and maintains a timely feedback loop to staff.

Duties and Responsibilities of this Level

  • Maintains knowledge and understanding of clinical standards and demonstrates the ability to use, apply, and evaluate each step of the nursing process within the domain of telehealth
  • Utilizes that knowledge and understanding in the auditing and evaluation of engagement center staff provision of services, assessing and identifying individual and/or team based improvement opportunities

  • Identifies the need for, plans and executes activities and interventions at the individual and team level to ensure Engagement Center clinical quality and patient experience goals are met
  • Examples include but are not restricted to providing 1:1 coaching and instruction, identification, prioritization and development/procurement of team training content, recommends corrective act ion as needed
  • Evaluates and prioritizes data and implements nursing actions
  • Acts as a patient advocate by resolution of problems or communication of patient needs and concerns to appropriate resources
  • Analyzes customer complaints
  • Produce accurate reporting to track Engagement Center Key Performance Indicators and agreed targets (Operations, Quality, etc),  providing data and trend analysis for operational and senior leaders
  • Work closely with the Clinical Team on error trending that directly/ indirectly impacts the Engagement Center, patients, and customers ( risks associated with costs, performance, productivity, security, systems, etc)
  • Escalate to Leadership when project quality controls and standards are not adhered to
  • Interacts with patients, physicians, community services and all personnel in a courteous manner
  • Maintains confidentiality of information regarding patients, physicians, co-workers
  • Demonstrates respect for individual, cultural, and social differences
  • Maintains current knowledge base, including triage skills, and appropriate teaching principles for all age groups
  • Exhibits professionalism with other nursing staff, providing feedback, and constrictive improvements for better patient care as a leader
  • Escalate issues to Management in Engagement Center and offer proposed solutions
  • Performs other duties as requested by leadership team

Required Qualifications at this Level

Education

  • BSN strongly preferred.  Bachelors degree in a clinical field required
  • Degree in nursing (RN), physical therapy, occupational therapy, speech pathology, medical technology, or public health strongly preferred

ExperienceRequired

  • Minimum of 2years health care experience with. at minimum 1 year experience related to performance improvement, quality assurance or regulatory affairs
  • Previous clinical call center Nurse Triage experience preferred

Degrees, Licensure, and/or Certification

  • Appropriate certification/licensure as required by clinical field. RN must hold an Active Registered Nurse North Carolina Board of Nursing License

Knowledge, Skills, and Abilities

  • Working knowledge of the American Academy of Ambulatory Care Nursing Standards of Practice and ability to apply and asses these standards within the Telephonic Nursing Process
  • Maintains confidentiality of employee and patient information.
  • Promotes quality, comprehensive services through a team approach
  • Excellent interpersonal communication and organizational skills required.

Distinguishing Characteristics of this Level

  • The intent of this job description is to provide a re presentative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position
  • Employees may be directed to perform job-related tasks other than those specifically presented in this description

Duke University is an Affirmative Action/Equal OpportunityEmployer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran stat us

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging.

Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds and experiences flourishes. To achieve this exchange, it is essential that all members of th e community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard.

All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential j ob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

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