Under the general direction of the QI Program Supervisor, the QI Program Coordinator supports the development and implementation of quality improvement programs for NEMS. This includes identification of program-wide quality indicators, data management, education, and training of program staff around quality improvement, preparation of routine and special reports, and coordination of improvement activities arising from monitoring activities. The QI Program Coordinator will also play an important role to ensure eligible patients are receiving timely and efficient health care and support services. This role requires efficient communication skills to build effective working relationships with patients and family members, healthcare providers and teams, and community resource providers to improve coordination of patient care, reduce and remove cultural and healthcare system barriers, promote timely treatment, empower, and coach patients to become self-advocates.
ESSENTIAL JOB FUNCTIONS:
- Assists in the coordination of the quality management activities for specific quality improvement projects and across NEMS departments.
- Works closely with the QI/QA Director who provides direction of process improvement activities.
- Prepares routine and special reports of quality improvement activities and performance.
- Coordinates program-wide quality indicators.
- Assists in overseeing data management for QI activities including collection, entry, analysis, and assessment of data.
- Assists in planning and educating NEMS employees as it relates to QI activities and techniques.
- Works with staff to improve knowledge of performance improvement initiatives, team approaches and coaching plans.
- Has working knowledge of the quality improvement process. Able to analyze data for trends, and complete root cause analysis as needed.
- Works to implement quality management procedures with all NEMS departments and sites. Assists in the coordination of the quality management activities with all NEMS departments.
- Contacts patients for pre-visit reminders, missed appointments and follow up visits.
- Follows up with patients who were referred to outside specialists/facilities to receive continued care ensuring that satisfactory care was received.
- Establishes and maintains relationships with identified service providers.
- Works with patients both in person and over the phone to develop and review their plan of care and progress towards their care management goals.
- Runs and tracks monthly reports on which patients have not visited their referring outside specialist and follow up as necessary.
- Participates in Performance Improvement/Continuous Quality Improvement activities.
- Performs other job duties as required by manager/supervisor.
- Establishes and maintains effective interpersonal relationships with all levels of staff, other programs, agencies, members, providers, and the general public.
- Works independently and as an effective member of a team.
- Communicates effectively, both verbally and in writing, with individuals from varying cultural and their backgrounds. Prepares concise and clear reports.
- Effectively uses computer to process appropriate data and information and prepares reports.
- Effectively utilizes computer and appropriate software and interacts as needed with NEMS Information Systems.
QUALIFICATIONS:
- Bachelor’s degree preferred or minimum of 1 – 3 years of work-related experience.
- One to two years’ experience working in healthcare – quality improvement field preferred.
- Excellent customer service.
- Must have flexible working schedule; occasional work on Saturdays.
- Strong communication skills. Can clearly explain, educate, and guide patients through NEMS services.
- Current BLS required.
LANGUAGE:
- Must be able to fluently speak, read and write English.
- Fluent in Chinese (Cantonese and/or Mandarin) required.
- Fluency in other languages is an asset.
STATUS:
This is an FLSA non-exempt position.
This is not an OSHA high-risk position.
NEMS is proud to be an Equal Opportunity Employer welcoming diversity in our workforce. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
NEMS BENEFITS: Competitive benefits, including free medical, dental and vision insurance for employee, spouse and/or children; and company contribution to 401(k).
