RN - Contact Center Quality Assurance Registered Nurse

Job Summary

We’re working to create a national model for improving health. Today, we’re focused on bringing our region services that improve every facet of life to drive total health, inside and out. Through professional growth, quality improvement, and interdisciplinary collaboration, we’ve built an innovative culture that allows nurses to grow their skillsets, develop their practice, and leverage their years of experience to build a rewarding, lasting career with impact.

Job Duties

The Contact Center Quality RN is responsible for leading quality assurance and improvement initiatives to support departmental quality and education program. Combines clinical expertise with quality monitoring and data analytics to ensure compliance with HIPAA, customer service standards, and clinical best practices. Conduct audits, analyze trends, and supports performance improvement efforts to enhance patient access, scheduling, and care delivery.

This is a full-time, 40 hours weekly, work-from-home position, hours typically 8:00 a.m.- 4:30 p.m. A minimum of 2 years previous RN work experience is required.

Job Duties:

• Develop data collection tools and support performance measurement initiatives.
• Form and maintain quality assurance monitoring tools and employee audit logs.
• Conduct audit of incoming/outgoing calls and follow-up work to ensure compliance with HIPAA and departmental standards.
• Perform quality reviews of scheduled appointments and call documentation.
• Collect, analyze, and report on quality data to identify trends and opportunities for improvement.
• Assess clinical workflows and recommend redesigns to improve access and efficiency.
• Partner with interdisciplinary teams to identify and implement process improvements.
• Function as a subject matter expert in data analysis and reporting for quality improvement.
• Assist in the development and implementation of quality assurance policies and procedures.
• Promote innovative quality improvement initiatives and continuous learning.
• Design instructional content and conduct training for clinical and administrative staff.
• Plan and deliver training sessions on quality improvement methodologies and tools.
• Lead and facilitate improvement programs to enhance care delivery and operational efficiency.

Benefits of Working at Geisinger:

Geisinger cares about not only its patients and members, but also about you and your family. We offer a competitive compensation and benefits package to ensure that you and your loved ones can maintain good health, achieve financial stability, and excel both personally and professionally. We believe in creating a diverse and inclusive environment where all employees can be their authentic selves. To learn more: https://jobs.geisinger.org/diversity

• Full benefits (health, dental and vision) starting on day one
• Three medical plan choices, including an expanded network for out-of-area employees and dependents
• Pre-tax savings plans with healthcare and dependent care flexible spending accounts (FSA) and a health savings account (HSA)
• Company-paid life insurance, short-term disability, and long-term disability coverage
• 401(k) plan that includes automatic Geisinger contributions
• Generous paid time off (PTO) plan that allows you to accrue time quickly
• Up to $5,000 in tuition reimbursement per calendar year
• MyHealth Rewards wellness program to improve your health while earning a financial incentive
• Family-friendly support including adoption and fertility assistance, parental leave pay, military leave pay and a free Care.com membership with discounted backup care for your loved ones
• Employee Assistance Program (EAP): Referrals for childcare, eldercare, & pet care. Access free legal guidance, mental health visits, work-life support, digital self-help tools and more.
• Voluntary benefits including accident, critical illness, hospital indemnity insurance, identity theft protection, universal life and pet and legal insurance

Position Details

Work is typically performed in a clinical environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job. Additional competencies and skills outlined in any department-specific orientation will be considered essential to the performance of the job related to that position.

Responsibilities