All duties and responsibilities are to be performed in accordance with VITAS Healthcare Corporation’s policies, procedures, guidelines, contractual commitments, and governmental regulations.
• Monitor inbound/outbound phone calls, focused virtual visits, and agent documentation to record observations, using quality assurance tools, in accordance with overall VITAS and nursing standards. • Field shadow local program RNs from admission, case management, and on-call after-hours during probationary period, bi-annually during the following 24 months of employment, and annually thereafter. • Work as a telephonic and virtual RN triaging calls, as directed to support CCC operations teams and remain closely connected to all Telecare processes and standards. • Provide real time feedback on non-clinical customer service skills and clinical triage skills, within the scope of an RN license, and in a motivational manner to best support the quality of our front-line agents and supervisors. • Ensure accurate assessments are completed and documented in relation to triage assessments, interventions, and action plans, plans of care, adequate follow up, and clinical documentation (Nursing Process).  • Participate and lead quality assurance meetings and quality calibration sessions. • Remain current on departmental updates by reading and understanding documentation provided through e-mail, team meetings, center handouts and training. • Participate in design of call monitoring formats and quality standards through their insights to current performance and outcomes.  • Use quality monitoring data management system to compile and track and report performance at the team and individual level.  • Evaluate results as an aggregate to identify learning deficits and opportunities for performance improvement activities.  • Provide actionable data to various internal support groups as needed.  • Review documentation and report compliance with VITAS standards.  • Participate in assessment of training needs and activities to improve performance.  • Conduct training as needed on quality topics. • Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Experience: • Two or more years’ experience in a call center or customer service environment with emphasis on quality improvement.  • Minimum two years of clinical RN experience required. • Strong interpersonal skills with ability to be self-directed and an attention to detail. • Knowledge of Microsoft Office and other applications.  • Ability to work on various assignments simultaneously.   • Ability to flex schedule to accommodate needs of business. • Support the process of innovative change. • Ability to communicate tactfully, verbally and in writing with department heads, managers, coworkers, and vendors to resolve problems and negotiate resolutions. • Working knowledge of computers, internet access, and the ability to navigate within automated systems as well as a variety of software packages such as Excel and Word.  
Education:  Associate degree in nursing from an accredited college or university or the international equivalent required. BSN preferred.
Certification & Licensure: Current, active Registered Nurse RN license required.
Physical Requirements: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.