Telehealth Quality Assurance Manager *Onsite – Boynton Beach, FL*

Position Summary:

We have an exciting opportunity to join our team as a Telehealth Quality Assurance Manager.

In this role, the successful candidate will direct the quality improvement efforts of the NYU Langone FGP Boynton Beach Clinical Access Center by supporting the growth and innovation of the Clinical Access Center Quality Assurance (QA) program, leading the ongoing design, development, and implementation of the program. The Quality Assurance Manager will provide direction for the Clinical Access Center QA Program, ensuring a solid and sustainable QA infrastructure with effective methodology, evaluation criteria, and reporting. This individual will oversee QA results and outcomes, identify areas of strength and opportunities for improvement, and collaborate with Clinical Access Center and FGP leadership to optimize staff training based on QA outcomes. The candidate will maintain and enhance the quality rubric, performance scoring, and QA form to ensure that relevant metrics are being clearly captured and measured based on overall QA trends and feedback from FGP sites. The QA Manager will be responsible for conducting quality audits to ensure that work is completed in adherence with established NYU Langone Health policies and procedures, consistent with the New York State Nurse Practice Act, and calibrated with workflows and policies. The QA Manager will also generate reports and analysis for Clinical Access Center and FGP senior leadership, communicating program performance and outcomes of program improvement initiatives.

Job Responsibilities:

• Administer and maintain the QA program for the Clinical Access Center and assume responsibility for all aspects of the program: performing message and call QA for the purpose of calibration, reporting, and communicating performance needs to the leadership team.
• Apply appropriate clinical quality improvement methodologies and tools to continually improve and enhance the Clinical Access Center Quality Assurance Program and ensure that QA focuses on relevant and current trends based on site and leadership feedback, as well as program growth and enhancements.
• Regularly review the QA rubric, QA form, and scoring to ensure that appropriate information is captured based on program updates, workflow changes, and site and leadership feedback on performance trends.
• Interpret patterns and trends in quantitative and qualitative data and partner with Clinical Access Center leadership to develop performance improvement initiatives as needed to support continuous quality improvement.
• With the QA Nurse Analyst, conduct in-depth chart reviews to determine if service provision is appropriate and meets standards set forth by departmental and organizational policies and procedures, as well as evidence-based practice and New York State RN scope of practice guidelines.
• Actively participate in onboarding of new staff, including:
  • Performing frequent chart reviews and call audits (if appropriate), with timely feedback to orientee and preceptor as appropriate.
  • Collaboration with Nurse Manager and Nursing Professional Development Specialist to adjust individual orientation to provide support and ensure successful orientation completion.
• Analyze QA data and outcomes and develop regular monthly, quarterly, and yearly reports for departmental and FGP leadership highlighting KPI performance, improvement initiatives and results, outcomes of special projects, and additional information as needed.
• Promote a professional nursing environment that includes accountability and high-level communication skills in peer review, advocacy, reporting of errors, and system redesign.
• Training activities as required.
• Other duties as required.

Minimum Qualifications:
To qualify, you must have a Bachelor of Science in Nursing/Master’s preferred, an unrestricted Registered Professional Nursing license in New York and Florida State, 5-7 years of clinical experience, preferably in an emergency department or critical care setting, and 3-5 years of direct experience in Quality Program Management.
Working knowledge of performance improvement tools and comfort with data abstraction, analysis, and reporting.
Familiarity with evidence-based ambulatory triage standards and telephonic interventions.
Ability to work independently in a fast-paced environment.
Strong time management and organizational skills.
Excellent communication skills (written, interpersonal) and the ability to communicate effectively via telephone and electronically with all levels of staff and patients.
Strong computer skills including Microsoft Office Word and Excel and Electronic Medical Records (preferably Epic).
Familiarity with the Verint system a plus.

Required Licenses: Registered Nurse Lic- Florida, Registered Nurse License-NYS

Preferred Qualifications:
Masters preferred

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Florida is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.

If you wish to view NYU Langone Florida’s EEO policies,please click here. Please click here to view the Federal “EEO is the law” poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.