Job Description

JOB PURPOSE: The Quality Assurance Coordinator oversees and executes project action plans within the Quality and Innovation Department to enhance and support patient experience, care quality, and safety. The role involves managing projects, collaborating with healthcare teams, researching, and analyzing data, identifying root causes and areas for improvement, and ensuring compliance with healthcare regulations and standards in collaboration with the Chief Quality Officer and Quality Assurance Manager. An employee in this position works with occasional supervision and review, and any work problems involving departures from standard policies, interpretations, or procedures are reviewed with the supervisor for direction and resolution.

The primary goal of the Elk Ridge Community Health Quality Assurance Coordinator is to support Elk Ridge’s Mission of providing comprehensive, quality health care that is affordable and accessible to all who may have healthcare needs, by successfully performing the primary essential functions.

The following functions and responsibilities will contribute to Elk Ridge Community Health to achieve its KEY RESULTS:
1. World Class Experience for staff and patients
2. Healthier patients and employees
3. Positive Financial Result

Job Functions:
• Provides project management support for organization-wide and departmental action plans aimed at improving patient experience, care quality and safety.
• Collaborates with healthcare teams to support development and implementation of quality improvement initiatives and to ensure consistent and effective practices.
• Assists in the development and implementation of strategies to enhance patient experience, care quality and safety.
• Researches and analyzes data to identify trends, root causes and areas for improvement.
• Manages and oversees the tracking of program outcome data for patient experience, care quality and safety performance improvement initiatives, ensuring timely completion and effectiveness in achieving project goals.
• Assists in addressing patient complaints and grievances, ensuring that they are resolved in a timely compassionate manner.
• Assists in the development of training programs related to patient experience, care quality and safety.
• Performs and/or completes all assigned specialized duties, tasks, responsibilities, and assignments supporting Quality and Innovation Departmental operations within established time frames; meeting established rates of performance for the quality and quantity of work for the position; demonstrating a high level of technical expertise, quality, efficiency, and accuracy in the employee’s job performance that ensures the highest standards of excellence.
• Maintains at all times employee and/or patient confidentiality by controlling the environment and information being disclosed to authorized individuals ensuring compliance with all HIPAA and corporate compliance standards, as well as accepted human resources confidentiality standards.
• Understands and complies with all organizational Code of Conduct standards, Policies and Procedures, and Service Excellence (AIDET) requirements with all patients, visitors, employees, and internal/external clients or representatives.
• Possesses and demonstrates an advanced level of knowledge, understanding, and specialized technical skills to utilize and complete assigned duties, tasks, and responsibilities working with organizational operating systems, programs, and/or business software.
• Serves as an informational contact point and subject matter expert for Quality and Innovation programs, supporting employees and internal/external clients or representatives bringing any issues, complaints, problems, or requests to timely and effective resolution.
• Researches, generates, and communicates dashboard reports and/or summary information, as assigned, or requested, to Quality and Innovation Department staff or other internal/external clients or representatives through utilization of available reporting programs linked to organizational databases, programs, or systems in support of process improvement objectives.
• Demonstrates an exceptional level of customer service; answer and respond to all incoming calls, emails, and inquiries in a timely and effective manner, respond to requests and bring any issues or complaints to resolution.
• Maintains a clean, safe, and hygienic work environment in compliance with all Policies and Procedures including but not limited to work areas, workstations, examination rooms, hand washing, infection prevention and control etc. for this position.
• Demonstrates an understanding of and proficiency with the application of all compliance and reporting requirements respective to Joint Commission Certification (JCC) standards.
• Collaborates and communicates successfully with leaders at all levels, assuring organizational compliance through the development and implementation of materials resolving areas of compliance vulnerability.
• Plans, organizes, and facilitates assigned events and projects that support the operations of the Quality and Innovation Department.
• Communicates effectively through written, verbal, and interpersonal skills as applied when interacting with employees, internal/external clients or representatives, patients, or visitors, successfully conveying and exchanging information in a positive manner.

Joint Commission Responsibilities:
• Maintains a clean, safe, and hygienic work environment in compliance with all Policies and Procedures including but not limited to work areas, workstations, examination rooms, hand washing, infection prevention and control etc. for this position.
• Demonstrates an understanding of and proficiency with the application of all compliance and reporting requirements respective to Joint Commission Certification (JCC) standards.

Other Duties and Responsibilities:
• In support of the Mission and Vision of Elk Ridge Community Health, will at all times represent themselves as a professional role model of Elk Ridge Community Health serving as a positive informational source for members of the community.
• Supports Elk Ridge Community Health by participating in community events which promote good health, and which contribute to a broader awareness and understanding of Elk Ridge Community Health and the many services provided to the community.
• Participates in all appropriate health care activities related to Elk Ridge Community Health on a local, state, and national level to maintain and enhance Elk Ridge’s image with health agencies, professional associations, and the general public.
• Ensures and supports the cost-effective use of materials, supplies, and equipment by limiting waste of all organizational supplies and resources.
• In accordance with policies and procedures ensures that documentation of hours worked is completed accurately, as well as signed-off/approved in a timely manner.
• Employees must maintain their skills proficiency with Elk Ridge Community Health operating systems and/or software programs by adapting to changing requirements and successfully learning and demonstrating new skills in response to software, system, and program improvements or upgrades.
• Performs other duties as assigned.

Qualifications:

Minimum Qualifications Details
Associate Degree Healthcare Administration or Project Management or a related field from an accredited college or university.
3 years Project coordination work experience; preferably in a health care environment.
3 years Experience in an administrative support role.
BLS Current certification in Basic Life Support (BLS) for health care providers
Fingerprint Clearance Card
Level I fingerprint clearance card: current valid and in good standing or have applied for it within seven working days after beginning employment

If applicable, equivalent combination of education and experience may be considered, and must be directly related to the functions and responsibilities of the job.

Preferred Qualifications Experience Details
Bachelor’s Degree Healthcare Administration or Project Management or related field from an accredited college or university.
Certification Project Management Certification (PMP)
5 years Project coordination work experience; preferably in a health care environment.
5 years Experience in an administrative support role.
Bilingual (English/Spanish) with the ability to speak, read and write in both languages.

Transportation:
• Employees in this position are required to have reliable transportation that can meet any operational reassignments of the organization during the workday. If an employee is driving during work hours, the employee is required to possess a valid driver’s license and must comply with Arizona vehicle insurance requirements.

Core Competencies:
• Planning
• Project Management
• Time Management
• Technical Capacity
• Team Player
• Compassionate Communication
• Cultural Competence
• Honor Patient Privacy
• Service Recovery

Supervisory Duties:
• None

Skills and Abilities:
• Effective customer-facing and presentation skills.
• Interact diplomatically and positively with patients and the public in a continuous public contact setting.
• Ability to respond effectively in writing and verbally to internal and external customers.
• Write grammatically correct routing business correspondence such as brief transmittal memoranda
• Proficient with MS Office, including Word, Excel, Power Point, Outlook, and the internet.
• Ability to apply concepts such as fractions. Percentages, ratios, and proportions to practical situations.
• Ability to multi-task and maintain a professional composure in stressful situations.
• Excellent organizational and time-management skills.
• Ability to interact with persons of various social, cultural, economic and educational backgrounds for the purpose of providing exceptional guidance and customer service.

Workforce Environment/Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demand N/A Rarely Occasionally Frequently Constantly
Seeing X
Sitting X
Standing X
Talking X
Walking X

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Working Conditions N/A Rarely Occasionally Frequently Constantly
Vision Strain X
Weather X
Temperature X
Muscular Strain X

Additional Information:
This job description has been reviewed to ensure that the minimum functions and basic duties have been included to successfully perform the duties, tasks, assignments, and responsibilities of this position. Additional functions, duties, tasks, or requirements may be assigned by leaders as deemed appropriate to meet organizational operations. The job functions and responsibilities align with Elk Ridge Community Health’s Cultural Beliefs:
Step Up- We are accountable for making Elk Ridge Community Health a World-Class health center.
We Matter- We make a difference by voicing our opinions and knowing we are heard.
Break Boundaries- We work with each other to achieve success.
Value Health- We take time for our health to promote yours.
Honor Patients- We always put the patient first.
Create Tomorrow- We embrace effective change and seek innovative solutions.