Senior Quality Management Coordinator

Quality And Operations AnalystThe Quality and Operations Analyst plays a key role in advancing the performance and reliability of the UAMS Healthcare Call Center by leading comprehensive quality assurance activities, analyzing operational data, and driving continuous improvement initiatives. This position ensures accuracy and compliance through detailed auditing, reporting, and adherence to regulatory and accreditation standards. Working collaboratively with leadership, staff, and physicians. This position enhances workflows, supports policy development, troubleshoots operational challenges, and contributes to departmental projects and training efforts. As a resource and mentor, the role strengthens communication, supports documentation and IT needs, and provides essential data and coordination for research and regulatory reviews. This role is central to elevating service excellence, optimizing patient care processes, and supporting the overall mission of the UAMS Healthcare Call Center.UAMS offers amazing benefits and perks (available for benefits eligible positions only):Health: Medical, Dental and Vision plans available for qualifying staff and familyHoliday, Vacation and Sick LeaveEducation discount for staff and dependents (undergraduate only)Retirement: Up to 10% matched contribution from UAMSBasic Life Insurance up to $50,000Career Training and Educational OpportunitiesMerchant DiscountsConcierge prescription delivery on the main campus when using UAMS pharmacyThe University of Arkansas is an equal opportunity institution. The University does not discriminate in its education programs or activities (including in admission and employment) on the basis of any category or status protected by law, including age, race, color, national origin, disability, religion, protected veteran status, military service, genetic information, sex, sexual preference, or pregnancy. Questions or concerns about the application of Title IX, which prohibits discrimination on the basis of sex, may be sent to the University's Title IX Coordinator and to the U.S. Department of Education Office for Civil Rights.Persons must have proof of legal authority to work in the United States on the first day of employment.All application information is subject to public disclosure under the Arkansas Freedom of Information Act.For general application assistance or if you have questions about a job posting, please contact Human Resources at View email address on click.appcast.io Qualifications:Bachelor's Degree in Nursing, healthcare or healthcare related field7 years clinical quality improvement, performance improvement or program management and project management including 3 years clinical nursing experienceCurrent valid RN license in ARPreferred Qualifications:Education, general: Master's Degree Nursing, healthcare or healthcare related field.Special knowledge, abilities and skills:Quality Assurance Database/ Software, Strong computer skills and aptitude and proficient in Microsoft Office applicationsQualifications Equivalencies:Additional Information:Job Requirements:Work to improve upon all metrics for the call center as a whole and individually through QA, coaching and training.Develop an understanding of operational and departmental needs to develop processes and quality improvements for the department.Troubleshoot problem(s) with leadership, staff and physicians as necessary.Utilize QI & PI tools to manage projects.Assist manager in planning measurable goals and objectives as guidelines for performance based on Call Center data.Assist with review and update of existing Call Center policies and procedures related to documentation or any related workflow every six months.Provide input and offer solutions for capturing the necessary reporting data to promote quality patient care and assure excellent service to referral providers.Assist with project implementations as requested.Work to assess needs and recommend training solutions that can be integrated into existing training modules or development of new modules.Maintain current knowledge of relevant databases and registriesMaintain current knowledge of relevant regulatory and accreditation standards and requirements.Assist with regulator visits by providing supporting data, policy, documentation, physical presences and participation.Conducts audits on worked performed, utilizing departmental quality monitoring stands and guidelines to enhance customer service. Identifies improvements to performance, processes, and training.Performs on-demand, monthly, quarterly and annual reporting for hospital administration, institute administration, AR State Medicaid Department and the AR Department of Health.Weekly review of staff documentation and recordings for QA/QI with monthly report provided to the call center director.Monthly prepare documentation deficiency report for Call Center Director's review.Provide a maternal transports report to the High-Risk OB Referral nurse weekly for follows-up with the patients and referring providers as applicable.Provide data and communication information to support research activities related to the Call Center programs.Analyze data for trends and monitor for consistent errors, suggest and assist in implementation of more efficient systems and processes to increase quality patient care delivery.Maintains current knowledge of benchmark frameworks and methodologies including CMS, Vizient, US News, Magnet and other leading organizations.Perform other duties as needed.PHYSICAL REQUIREMENTSStand: FrequentlySit: FrequentlyWalk: OccasionallyBend, crawl, crouch, kneel, stoop or reach overhead: FrequentlyLift and carry weight: 25 lbsPush and pull weight: 25 lbsUse hands to touch, handle or feel: FrequentlyTalk: ContinuouslyHear: ContinuouslyTaste or smell: OccasionallyRead, concentrate, think analytically: ContinuouslyPhysical Environment: Inside Medical Facility EnvironmentSalary Information:Commensurate with education and experienceRequired Documents to Apply:License or Certificate (see special instructions for submission instructions), ResumeOptional Documents:Special Instructions to Applicants:Recruitment Contact Information:Please contact View email address on click.appcast.io for any recruiting related questions.All application materials must be uploaded to the University of Arkansas System Career Site do not send to listed recruitment contact.Pre-employment Screening Requirements:Annual TB Screening, Criminal Background Check, Substance Abuse TestingThis position is subject to pre-employment screening (criminal background, drug testing, and/or education verification). A criminal conviction or arrest pending adjudication alone shall not disqualify an applicant except as provided by law. Any criminal history will be evaluated in relationship to job responsibilities and business necessity. The information obtained in these reports will be used in a confidential, non-discriminatory manner consistent with state and federal law.Constant Physical Activity:Hearing, Manipulate items with fingers, including keyboarding, TalkingFrequent Physical Activity:Repetitive Motion, Sitting, Standing, WalkingOccasional Physical Activity:Crawling, Crouching, Feeling, Grasping, Lifting, Pulling, Pushing, Reaching, StoopingBenefits Eligible:Yes