Clinical Services Lead

Clinical • Clinical Lead

Remote • Full Time

Job Summary:
Under the direction of a Manager or Senior Manager, the Clinical Services Lead is an integral part of the account team, ensuring partner satisfaction through on-going communication and management of partner projects.  The Clinical Services Lead ensures partner deliverables are met during new implementations and projects, monitoring and prioritizing case workflow, and handing first tier customer service issues.  

Team Management:

  • Ensure partner deliverables are met by monitoring team member productivity as it pertains to abstracting, case finding & follow-up
  • Create case assignments, maximizing team members’ efficiency through analysis of documentation, i.e. time reports, ensuring case completion and turnaround time targets are met
  • Weekly team review of dashboard regarding team and project performance including case completion, quality metrics, efficiency standards, etc.  Follow up with team members as needed to ensure work standards are being met
  • In partnership with the Clinical Data Lead, identify any performance issues through IRR and greenlighting, occurrence summary review reports, and/or partner concerns and share with the Senior Manager/Manager
  • Partner Management:

  • Collaborate with account team to achieve clear understanding of partner expectations, maintaining high levels of partner satisfaction through ongoing communication, including attendance at weekly meetings, emails, etc
  • Responsible for overall deliverables to partners including accurate submissions, case completion, etc.
  • Provide post implementation technology demonstrations for partners, as needed
  • Championing the use of QC technology to streamline internal workflows
  • Through discussions with partners, identify potential opportunities for service expansion, in partnership with the Growth team. 
  • Proactively identify risk to Partner satisfaction and escalate to DA and SM/MCS
  • Act as primary owner within Client Services for new implementations and projects
  • Participation in/leadership of process improvement work to support overall Q-Centrix or Client Services department initiatives
  • Quality Management:

  • Oversee quality for all assigned projects including identification of trends in partner data quality, identifying opportunities for improvement, and communicating both to the partner, in partnership with the Clinical Data Lead overseeing quality for assigned projects
  • Oversee pre-submission clean-up and ensure timely submission of data
  • Other quality tasks, as assigned
  • Less than 5% abstraction 
  • Required Skills/Abilities:

  • Strong analytical and critical thinking skills to approach problems in a systematic method using the ability to synthesize data and suggest recommendations
  • Demonstrates high standards for accuracy and attention to detail
  • Demonstrates technical savvy and strong desire to learn new systems and technology
  • Thrives working independently and takes ownership of projects
  • Consistently and clearly communicates, adjusting style and tone as needed to effectively collaborate with hospital partners, peers, abstractors and others
  • Demonstrates strong self-organizational and time management skills to concurrently manage multiple accounts, adjusting as needed to shifting timelines and priorities
  • Adapts to changes in hospital partner timelines, requirements, and project assignments
  • Maintains a high degree of responsibility in keeping PHI secure and confidential
  • Education and Experience:

  • 3+ years direct data abstraction experience in the applicable division/service line
  • Other certifications as required by applicable measure of registry (i.e. CTR for Cancer registries)
  • 1+ years providing coaching and guidance to teams (preferred)
  • Exposure to multiple patient medical record systems (EMRs) and clinical databases
  • RN, LPN, RT, RVT, or RCIS credentials (preferred)
  • Intermediate proficiency with MS Office (Microsoft Excel) 
  • At Q-Centrix, we hire people who love learning, value innovation, and believe in our mission and values to improve outcomes in healthcare. We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.

    We employ people based on the needs of the business and the job, and their individual professional qualifications. Here’s what does not impact our employment decisions: race, religious creed, religion, color, sex, sexual orientation, pregnancy, parental status, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status, health, marital, civil union or domestic partnership status, or any status or characteristic protected by the laws or regulations in locations where we operate. If you are an individual with a qualified disability and you need accommodation during the interview process, please reach out to your recruiter.

    We celebrate and embrace these differences and take pride in our commitment to being an equal opportunity team.