Senior Quality Management Coordinator
University of Arkansas for Medical Sciences
Summary
The Quality and Operations Analyst plays a key role in advancing the performance and reliability of the UAMS Healthcare Call Center by leading comprehensive quality assurance activities, analyzing operational data, and driving continuous improvement initiatives. This position ensures accuracy and compliance through detailed auditing, reporting, and adherence to regulatory and accreditation standards. Working collaboratively with leadership, staff, and physicians. This position enhances workflows, supports policy development, troubleshoots operational challenges, and contributes to departmental projects and training efforts. As a resource and mentor, the role strengthens communication, supports documentation and IT needs, and provides essential data and coordination for research and regulatory reviews. This role is central to elevating service excellence, optimizing patient care processes, and supporting the overall mission of the UAMS Healthcare Call Center.
Job description
Job Requirements
- Work to improve upon all metrics for the call center as a whole and individually through QA, coaching and training.
- Develop an understanding of operational and departmental needs to develop processes and quality improvements for the department.
- Troubleshoot problem(s) with leadership, staff and physicians as necessary.
- Utilize QI & PI tools to manage projects.
- Assist manager in planning measurable goals and objectives as guidelines for performance based on Call Center data.
- Assist with review and update of existing Call Center policies and procedures related to documentation or any related workflow every six months.
- Provide input and offer solutions for capturing the necessary reporting data to promote quality patient care and assure excellent service to referral providers.
- Assist with project implementations as requested.
- Work to assess needs and recommend training solutions that can be integrated into existing training modules or development of new modules.
- Maintain current knowledge of relevant databases and registries
- Maintain current knowledge of relevant regulatory and accreditation standards and requirements.
- Assist with regulator visits by providing supporting data, policy, documentation, physical presences and participation.
- Conducts audits on worked performed, utilizing departmental quality monitoring stands and guidelines to enhance customer service.
- Identifies improvements to performance, processes, and training.
- Performs on-demand, monthly, quarterly and annual reporting for hospital administration, institute administration, AR State Medicaid Department and the AR Department of Health.
- Weekly review of staff documentation and recordings for QA/QI with monthly report provided to the call center director.
- Monthly prepare documentation deficiency report for Call Center Director’s review.
- Provide a maternal transports report to the High-Risk OB Referral nurse weekly for follows-up with the patients and referring providers as applicable.
- Provide data and communication information to support research activities related to the Call Center programs.
- Analyze data for trends and monitor for consistent errors, suggest and assist in implementation of more efficient systems and processes to increase quality patient care delivery.
- Maintains current knowledge of benchmark frameworks and methodologies including CMS, Vizient, US News, Magnet and other leading organizations.
- Perform other duties as needed.
Requirements
- Bachelor’s Degree in Nursing, healthcare or healthcare related field
- 7 years clinical quality improvement, performance improvement or program management and project management
- 3 years clinical nursing experience
- Current valid RN license in AR
- Master’s Degree Nursing, healthcare or healthcare related field (Preferred)
- Quality Assurance Database/ Software
- Strong computer skills and aptitude
- Proficient in Microsoft Office applications
Benefits
- Medical, Dental & Vision
- Holiday, Vacation & Sick Leave
- Education discount
- Retirement: Up to 10% matched
- Basic Life Insurance
- Career Training
- Merchant Discounts
- Concierge prescription delivery
Company overview
The University of Arkansas for Medical Sciences (UAMS) is Arkansas' only comprehensive academic health sciences university and the state's largest public employer. Founded in 1879 by eight physicians, UAMS has evolved into a statewide health system encompassing six colleges: Medicine, Pharmacy, Nursing, Health Professions, Public Health, and Graduate School. As a premier academic medical center, UAMS combines education, research, and clinical care through its UAMS Medical Center, which serves as Arkansas' only adult Level 1 trauma center and the state's sole provider of adult kidney, liver, and pancreas transplants. The institution operates with a $1.3 billion budget and generates over $100 million in annual research funding, maintaining internationally recognized programs in multiple myeloma, aging, and other specialized areas. UAMS supports over 3,000 students, 900 medical residents and fellows, and maintains affiliations with Arkansas Children's Hospital and the Central Arkansas Veterans Healthcare System. With eight regional campuses across Arkansas, UAMS provides extensive community outreach and telehealth services, ensuring healthcare access throughout the state while contributing approximately $3.92 billion annually to Arkansas' economy.