Senior Quality Management Coordinator

Institution: University of Arkansas for Medical Sciences (UAMS)

About the role

The 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 role enhances workflows, supports policy development, troubleshoots operational challenges, and contributes to departmental projects and training efforts. As a resource and mentor, the position 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.

Responsibilities

• 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 create processes and quality improvements.
• Troubleshoot problems with leadership, staff, and physicians as necessary.
• Utilize QI & PI tools to manage projects.
• Assist manager in planning measurable goals and objectives based on Call Center data.
• Assist with review and update of existing Call Center policies and procedures related to documentation or workflow every six months.
• Provide input and offer solutions for capturing necessary reporting data to promote quality patient care and assure excellent service to referral providers.
• Assist with project implementations as requested.
• Assess needs and recommend training solutions for integration into existing or new training modules.
• Maintain current knowledge of relevant databases, registries, regulatory, and accreditation standards.
• Assist with regulator visits by providing supporting data, policy, documentation, and participation.
• Conduct audits on work performed using departmental quality monitoring standards to enhance customer service.
• Identify improvements to performance, processes, and training.
• Perform 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 a monthly report provided to the call center director.
• Monthly preparation of documentation deficiency reports for the Call Center Director’s review.
• Provide a maternal transports report to the High-Risk OB Referral nurse weekly for follow-up with patients and referring providers.
• Provide data and communication information to support research activities related to Call Center programs.
• Analyze data for trends, monitor for consistent errors, and suggest improvements to systems and processes.
• Maintain current knowledge of benchmark frameworks and methodologies including CMS, Vizient, US News, Magnet, and other leading organizations.
• Perform other duties as needed.

Requirements

• Bachelor’s Degree in Nursing, healthcare, or a healthcare-related field.
• 7 years of clinical quality improvement, performance improvement, or program and project management, including 3 years of clinical nursing experience.
• Current valid RN license in Arkansas.

Preferred Qualifications

• Master’s Degree in Nursing, healthcare, or a healthcare-related field.
• Experience with Quality Assurance Database/Software.
• Strong computer skills and proficiency in Microsoft Office applications.

Physical Requirements

• Stand: Frequently
• Sit: Frequently
• Walk: Occasionally
• Bend, crawl, crouch, kneel, stoop, or reach overhead: Frequently
• Lift and carry weight: 25 lbs
• Push and pull weight: 25 lbs
• Use hands to touch, handle, or feel: Frequently
• Talk: Continuously
• Hear: Continuously
• Taste or smell: Occasionally
• Read, concentrate, think analytically: Continuously

Physical Environment: Inside Medical Facility Environment

Benefits

• Health: Medical, Dental, and Vision plans available for qualifying staff and family.
• Holiday, Vacation, and Sick Leave.
• Education discount for staff and dependents (undergraduate only).
• Retirement: Up to 10% matched contribution from UAMS.
• Basic Life Insurance up to $50,000.
• Career Training and Educational Opportunities.
• Merchant Discounts.
• Concierge prescription delivery on the main campus when using UAMS pharmacy.

Benefits Eligible: Yes