Clinical Services Lead - Regulatory

Overview

Under the direction of the Manager or Senior Manager, the Clinical Services Lead plays a vital role in the account team, driving partner satisfaction through continuous communication and effective project management. The Clinical Services Lead is responsible for ensuring partner deliverables are met during new implementations and ongoing projects by monitoring and prioritizing case workflows and addressing first-tier service issues. As a key member of the clinical leadership team, this role collaborates closely with Clinical Data Leads, Clinical Data Quality Specialists, the abstraction team, and Client Services management to ensure high-quality service delivery to our partners. 

Responsibilities

• Oversee deadlines, team productivity, and case completion providing follow-up as necessary to ensure partner deliverables are met and target service line operational goals are achieved.
• Coach team members on missed deadlines and inform SM/MCS of missed deadlines.
• Create case assignments.
• Monitor partner case volumes and hours to ensure teams are properly staffed to meet partner turnaround time, and request resource adjustments as needed.
• Review key operating metrics to provide data driven recommendations to support business financial goals.
• Serve as our partners’ primary point of contact for Client Services.
• Maintain high levels of partner satisfaction by driving engagement and anticipating customer needs through ongoing communication, including scheduling and facilitating partner meetings and agendas.
• Responsible for overall deliverables to partners including meeting deadlines, data submission agreements, and service agreements as outlined in the partner contract.
• Championing the use of QC technology to streamline internal workflows and providing technology demonstrations for partners, as needed.
• Proactively identify risk to partner satisfaction and escalate to SM/MCS.
• Act as primary owner within Client Services for new implementations, reporting out on status when asked and serving as the point to solve implementation delays by working closely with the Project Manager and SM/MCS.
• Participate in process improvement work to support overall Q-Centrix or Client Services department initiatives.
• Discuss quality performance opportunities with partners to decrease fallout reviews or enhance quality outcomes.
• Other quality tasks, as assigned.

Qualifications

• Familiar with hospital Core Measures and/or the Get With the Guidelines Stroke registry
• Intermediate proficiency with MS Office (Microsoft Excel)
• Exposure to multiple patient medical record systems (EMRs) and clinical databases
• 1+ years providing coaching and guidance to teams (preferred)
• Experience with evaluating operating financial metrics (preferred)
• RN, LPN, RT, RVT, or RCIS credentials (preferred)
• Strong analytical and critical thinking skills to approach problems in a systematic method using the ability to synthesize data and suggest recommendations.
• Demonstrates high standards for accuracy and attention to detail.
• Demonstrates technical savvy and adeptness to learn new systems and technology.
• Thrives working independently and takes ownership of projects.
• Consistently and clearly communicates, adjusting style and tone as needed to effectively collaborate with hospital partners, peers, abstractors and others.
• Demonstrates strong self-organizational and time management skills to concurrently manage multiple accounts, adjusting as needed to shifting timelines and priorities.
• Adapts to changes in project timelines, requirements, and assignments.
• Maintains a high degree of responsibility in keeping PHI secure and confidential.
• Applicants for employment with Q-Centrix must be legally authorized to work in the United States now or in the future without sponsorship. 

Total Rewards:

At Q-Centrix, our purpose—safer, consistent, quality healthcare for all—drives everything we do. To accomplish this important work, we need to attract, engage, and retain a talented team by providing a compelling, equitable rewards package comprised of an inclusive culture, flexible work environment, learning and development opportunities, competitive pay that rewards high performance, and robust benefits that support health and financial wellness. Add to this package a supportive community of people who help each other not only do meaningful work, but learn, grow, and have fun while doing so, and you get an organization that has earned the Great Place to Work distinction multiple years in a row!

The target wage range for this role is $32.00 - $34.00 per hour. Individual wage rates within this range are based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations. Wage ranges are reviewed, at minimum, annually and all team members are eligible for performance-based wage rate increases annually.

In addition to our inclusive and innovative working environment and competitive pay, full-time* team members enjoy:

• A fully remote work environment with flexible schedule and a generous Paid Time Off program with additional paid time for volunteering.
• Robust benefits package including medical, vision, dental, health savings accounts, company paid short- and long-term disability, employee assistance program, paid parental leave, life insurance, accident insurance, and other voluntary benefit programs for employees and their eligible dependents.
• 401(k) retirement plan with a company match.
• Paid professional development hours and other supportive resources.

*Team members who work 30 or more hours each week are considered full-time