Job Description

Position Title: Quality Assurance Registered Nurse

Work Set Up: On-Site

Schedule: 12:30 AM - 9:30 AM PHT

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:

The Quality Assurance Registered Nurse (QA-RN) plays a critical role in ensuring the delivery of high-quality patient care by evaluating and monitoring clinical practices, compliance, and outcomes. This position requires a strong clinical background combined with expertise in quality assurance processes, auditing, and healthcare operations. The QA-RN is responsible for ensuring that patient care services meet the highest standards, reviewing medical records for accuracy and compliance, and working closely with healthcare providers and administrative teams to optimize patient care, safety, and satisfaction.

This role also involves ensuring that all scheduling and clinical documentation are in compliance with industry regulations, such as HIPAA, and supporting the organization in continuous quality improvement efforts. The QA-RN will perform audits, track performance metrics, and ensure that patient care is delivered in a timely, efficient, and professional manner.

What You’ll Do:

Quality Assurance & Monitoring of Clinical Practices:

• Conduct regular audits and reviews of clinical care practices, focusing on patient outcomes, safety, and the quality of care provided during scheduled appointments.
• Analyze patient records, treatment plans, and progress notes to ensure clinical documentation is accurate, complete, and compliant with established standards.
• Evaluate patient interactions, identify potential risks or gaps in care, and recommend corrective actions to improve patient safety and care delivery.
• Review patient care plans and ensure that treatments and services are appropriate, evidence-based, and aligned with organizational standards.
• Collaborate with clinical teams to develop and implement improvements to patient care processes, improving quality of service and patient satisfaction.

Patient and Clinical Documentation Review:

• Assess the accuracy and completeness of clinical documentation, including patient histories, assessments, treatment plans, and discharge summaries.
• Ensure all documentation meets regulatory standards, such as HIPAA, and organizational guidelines.
• Participate in periodic chart reviews and audits to verify compliance with clinical protocols, organizational standards, and legal requirements.
• Provide feedback to healthcare providers and administrative teams to enhance the quality and clarity of clinical documentation.

Scheduling Oversight & Compliance:

• Work closely with scheduling teams to ensure that patient appointments are scheduled efficiently and in alignment with clinical priorities, provider availability, and patient needs.

• Monitor the scheduling process to ensure compliance with clinical protocols, ensuring that patients are properly prepared for their appointments and that any pre-appointment requirements are met.

• Address any issues or conflicts related to scheduling that could impact patient care, including missed or rescheduled appointments.

• Collaborate with scheduling teams to streamline appointment scheduling processes, ensuring smooth workflows and reducing administrative errors.

Regulatory Compliance & Risk Management:

• Ensure that all patient care and scheduling practices comply with relevant healthcare regulations, including HIPAA, OSHA, and CMS guidelines.
• Monitor patient care processes and documentation to ensure compliance with patient privacy regulations and confidentiality standards.
• Assist in preparing for regulatory audits or inspections, ensuring that all clinical and administrative records are up-to-date and compliant.
• Identify areas of risk in clinical care and appointment processes and collaborate with leadership to implement corrective actions or improvements.
• Provide recommendations for process improvements based on audit findings and compliance assessments.

Collaboration & Communication:

• Work as a liaison between clinical teams, administrative staff, and patients to ensure seamless communication, efficient scheduling, and high-quality care.
• Assist with the coordination of patient care services, ensuring that all necessary steps are followed for patient appointments, including pre-appointment instructions and follow-ups.
• Communicate with patients and healthcare providers to resolve scheduling issues, coordinate appointment changes, and clarify patient care needs.
• Serve as a clinical resource for staff, offering guidance on patient care, documentation, and scheduling concerns.

Data Analysis & Reporting:

• Compile and analyze quality assurance data, including patient satisfaction surveys, clinical outcomes, and scheduling metrics, to identify trends and areas for improvement.
• Prepare regular quality assurance reports for leadership, providing insights into clinical performance, patient care quality, and operational efficiency.
• Track performance metrics related to appointment scheduling, care delivery, and patient outcomes to ensure alignment with organizational goals.
• Present findings and recommendations to leadership and clinical teams to support data-driven decision-making and process improvements.

Training and Education:

• Provide ongoing education and training for healthcare providers and administrative teams on quality assurance practices, clinical documentation, and compliance with regulations.
• Lead workshops and training sessions on topics such as patient safety, care coordination, and regulatory requirements to improve clinical outcomes.
• Ensure that clinical teams are up-to-date on best practices, clinical guidelines, and changes to healthcare regulations that impact patient care or scheduling.

Patient Care & Coordination:

• Actively monitor and assess patient care to ensure that services are delivered in a timely and efficient manner.
• Collaborate with healthcare providers to coordinate care, resolve patient concerns, and ensure that patients receive appropriate treatments and follow-up care.
• Serve as a resource for patients, helping to address concerns about their appointments, treatment plans, and follow-up care.

Continuous Quality Improvement:

• Lead or participate in continuous quality improvement initiatives aimed at enhancing patient care, improving clinical documentation, and optimizing appointment scheduling.
• Review feedback from patients, healthcare providers, and administrative staff to identify opportunities for process improvements.
• Work with leadership and clinical teams to implement changes that improve patient care, reduce errors, and streamline operations.
• Regularly evaluate the effectiveness of quality improvement efforts and adjust strategies as needed to ensure ongoing enhancement of patient care services.

General Administrative Support:

• Support administrative teams with the management of scheduling and clinical documentation, ensuring that all necessary records are accurately maintained.
• Assist with organizing and maintaining patient care files, medical records, and other essential documentation to ensure quick retrieval and proper storage.
• Provide general office support as needed, including preparing reports, managing office communications, and coordinating meetings related to patient care.

What We’re Looking For:

• Registered Nurse (RN) with a valid, active nursing license. A Bachelor of Science in Nursing (BSN) is preferred.
• Minimum of 3-5 years of clinical experience in nursing or healthcare settings. Prior experience in quality assurance, clinical auditing, or healthcare management is highly preferred.
• Strong knowledge of clinical best practices, healthcare regulations, and quality assurance processes.
• Excellent communication skills, both written and verbal, with the ability to work collaboratively across teams.
• Proficiency in electronic health records (EHR) systems and healthcare scheduling software.
• Strong analytical and problem-solving abilities, with the capacity to assess clinical performance and recommend improvements.
• Ability to manage multiple tasks and priorities in a fast-paced healthcare environment.
• Detail-oriented with a commitment to maintaining accuracy in patient records and clinical documentation.
• Ability to maintain confidentiality and manage sensitive patient information in compliance with HIPAA and other privacy regulations.
• Strong interpersonal skills and the ability to interact with healthcare providers, patients, and administrative teams in a professional and collaborative manner.

• Active RN license.

• Certification in quality assurance, clinical auditing, or healthcare management (e.g., Certified Professional in Healthcare Quality – CPHQ).
• Participate in the development and review of clinical protocols and procedures to ensure they align with industry standards and regulatory requirements.
• Stay informed on the latest healthcare trends, regulations, and technologies that may impact patient care and quality assurance processes.
• Lead or participate in meetings to discuss patient care improvement initiatives and implement actionable strategies to enhance clinical operations.
• The role may require some flexibility in working hours to accommodate different time zones, urgent issues, or off-hours operations for patient care coordination.
• May require the ability to manage multiple projects simultaneously, with occasional high-volume periods depending on scheduling demands.

Why You’ll Love Joining the CO Fam!

At Clark Outsourcing, we’re redefining what it means to work in a BPO. This isn’t your regular office setup - it’s where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you’ll have to experience it yourself to believe it.

Here’s what’s in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!

At CO, it’s not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can’t wait to welcome you to the team!