Quality Assurance Analyst - Hackensack Meridian Health

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

At Hackensack Meridian Health at Home, we recognize our full- and part-time benefit eligible team members by offering a Total Rewards package including comprehensive Health Benefits, generous Paid Time Off, Travel Reimbursement as well as an investment in your future with a 401(k) match and Tuition Reimbursement. Per Diem team members are eligible to participate in the 401(k) match and Travel Reimbursement. At www.TeamHMH.com,  you’ll find the information, resources and tools that will help you to be successful at HMH. From great benefits and innovative wellness programs, to robust learning and development opportunities, we continue to cultivate an exceptional work environment where you can do the kind of work that leads to fulfillment and professional growth.

Education, Knowledge, Skills and Abilities Required:

•  Associates Degree with demonstrated relevant experience
•  Minimum of ten (10) years of experience in DME & IV operations
• Strong Customer Service Skills
• Proven leadership qualities

Education, Knowledge, Skills and Abilities Preferred:

• Bachelors degree or higher
• Knowledge of Brightree, Transport Manager, Parachute Health and EPIC
• Performance improvement experience.
• Understanding of The Joint Commission and other regulatory standards.

The Quality Assurance Analyst is responsible for identifying areas of improvement specific to each DME & Infusion areas and working with department leaders to address them.  This position also supports the Revenue Cycle Management (RCM) Staff with Sales Order Confirmation and other various projects.  Additionally, this position assists with accreditation and certification preparation/compliance as well as other quality initiatives in sustaining the organization's performance improvement work plan.

• Identifies improvement priorities specific to each DME & Infusion areas taking into consideration regulatory & accreditation requirements of relevant agencies such as CMS, New Jersey Board of Pharmacy, New Jersey Board of Respiratory Care and The Joint Commission.
• Conducts appropriate Sales Order reviews to assess compliance with process, conformity to the prescriber¿s order and insurance regulatory standards. Identifies quality measure trends and improvement opportunities.  Reports and addresses deficiencies with Customer Service / Intake Supervisor(s).
• Assists with staff training and education related to quality initiatives. Develops methods of engaging and developing team members in the work of quality initiatives and improvement measures based on business trends.
• Utilizes the Brightree Scorecard & Executive Dashboard features to identify and drive improvements reviewed and approved by DME & Infusion Senior Leadership.
• Monitors metrics and KPIs established by DME & Infusion Senior Leadership to accurately demonstrate improvement in quality across the DME & Infusion divisions.  Effectively trend performance data over time against internal and external benchmarks to identify improvement opportunities, and progress.
• Identifies patterns and deficiencies & reports to department leaders.  Assists Customer Service Supervisor with staff education and training utilizing examples of errors discovered in order quality review.
• Assists department leaders with team member mentoring of Customer Service Representatives, Delivery Technicians and Accounts Receivable Coordinators through education based in quality review projects.
• Organize and assist with reporting for quarterly performance improvement activities and initiatives.
• Performs DME & IV sales order confirmations in Brightree EMR following the steps outlined in the Pre-Bill Review and Confirmation Process Job-aid document. Identify deficiencies in pricing / HCPCS coding and work with RCM management to correct these issues before confirmation. Utilize the sales order error custom fields to log order intake errors found at the time of confirmation.
• Confirms and monitors Pickup & Exchange orders to ensure they are all processed in a timely manner.
• Identifies serialized equipment that is due for routine preventive maintenance. Enters a service request Sales Order for this maintenance and logs the maintenance performed using the Brightree Item Maintenance reporting feature.
• Reconciles rental equipment with mismatched serial numbers. Contacts patients as needed when serial numbers are incorrectly recorded. Assists patients with identifying where the serial number is located on each piece of equipment.
• Assists with equipment troubleshooting calls.
• Monitors and resolves unconfirmed sales orders utilizing the Sales Order Work List.
• Conducts daily audits of Delivery Technician completed deliveries to make certain they have properly completed all necessary forms.  Uses this as a training tool to re-educate staff as needed.
• Assists other staff members as needed, by completing various tasks as requested (i.e., coordinates deliveries/pickups with Patient Service Techs).  Assures that tasks are completed in an accurate and timely manner.
• Coordinates work to achieve maximum productivity and efficiency.  Consistently demonstrates the ability to organize the workday and recognizes and establishes priorities to make maximum use of downtime.
• Other duties and/or projects as assigned.  Demonstrate flexibility with job responsibilities in all areas.
• Adheres to HMHs Organizational competencies and standards of behavior.
• Lifts a minimum of 10 lbs., pushes and pulls a minimum of 10 lbs. and stands a minimum of 2 hours a day.