This job supports Mercy's philosophy of patient centered care by having a thorough knowledge of all quality measures tracked by the MercyCare organization and third party payers. The position will support providers and staff in training specific to quality measures within the Mercy system. The role will seek to identify process improvement and deploy system strategies to mitigate variability in workflows. Additionally, this position is a core member of the data quality team supporting data abstraction and reporting needs.
Job Duties/Essential Functions
Specific to Quality, leads provider and staff training on EHR (electronic health record) workflows to achieve standard workflow and documentation approaches.
Utilizes an expert understanding of EHR, including new/enhanced features that impact quality. Serves as a subject matter expert for providers and clinic staff regarding quality related workflows.
For the quality program, serves as the liaison between the quality department and clinic end users, including management of level 1 program tickets.
Enhances organization business intelligence/self-service reporting knowledge, reinforced with end users through training to increase utilization.
Supports quality related application/report testing and validation.
Train established quality program learning classes. Develop new trainings based on the quality needs of the organization. Lead the quality program super user program for the outpatient setting as well as communicating to and educating clinic staff on measure changes/enhancements. Demonstrates ability to define and appropriately document all quality program measures.
Participates in green belt projects and demonstrates knowledge of lean/six sigma processes. Leads medium to large projects that may include quality, operations and IT staff. Represents the quality department on committees for system optimizations and utilization of EHR.
Identifies trends in missing quality gaps and works with multidisciplinary team to hardwire solutions to improve workflow processes. Reviews monthly clinical level quality performance reports for accuracy/trends. Recognizes patients not meeting quality measures by using reports and medical record review and communicate information to the provider prior to the patient's office visit to ensure information is collected at the time of visit. Indicates quality measure needs in the medical record as appropriate. Contacts patients to arrange needed follow-up to meet the quality measures as directed by the provider.
Performs chart abstractions to support annual Regulatory and Payor quality reporting. Accesses Payor and ACO websites to monitor providers' progress and enters data as needed. Responds to HEDIS audit requests.
Follows Mercy's safety guidelines, carries out job-specific safety duties and responsibilities, and promptly reports any unsafe conditions, situations, incidents and injuries.
Knowledge, Skills and Abilities
Ability to work in a team-oriented environment.
Strong customer-service orientation.
Effective interpersonal skills and relationship-building skills.
Strong written and oral communication skills.
Analytical and problem-solving abilities, with keen attention to detail.
MS Office knowledge required.
Medical terminology background preferred.
Five years experience in a medical office environment required.
Five years of technical software support for clinical or business application or equivalent experience in end-user support field required.
Bachelor's degree or equivalent work experience required.
Licensure, Certification, Registration
Medical Assistant certification or other clinical licensure required.
The department requires certification or proficiency in an application/module meeting the needs of the organization required within 1 year of hire.