Quality Performance Liaison (South Florida)

Overview

We are seeking a Quality Performance Liaison (QPL) to work as a liaison between the Florida Woman Care’s “Lead with Quality” program, as well as Florida Woman Care’s laboratory, and our care centers’ clinical staff. This team will collaborate with Managed Care Contracting, Clinical Transformation Manager, and Market Performance Partners for Quality metrics. Responsibilities include educating clinical staff on Lead with Quality, supporting the women’s healthcare quality metrics, educating on laboratory tests within our compendium, supporting proper test utilization and ordering, training clinical staff to perform phlebotomy services and providing customer support for the satisfaction of our care centers. Problem-solving and strong investigative skills are required to resolve customer concerns. The position is also directly responsible for support, training, successful onboarding of new care centers, and laboratory testing/ordering. A successful candidate must be a Registered Nurse with a passion for clinical quality, customer focused, demonstrate strong communication skills, be genuinely empathetic to concerns of our care center partners and patients and be willing to travel to care center locations across the state of Florida and Georgia.

Explore more about Lead with Quality here: www.FWCLeadWithQuality.com

Responsibilities

• Act as a liaison between the Florida Woman Care’s “Lead with Quality” program, as well as Florida Woman Care’s laboratory, and our care centers’ clinical staff
• Collaborate with Managed Care Contracting, Clinical Transformation Manager, and Market Performance Partners for Quality metrics
• Provide support and education on the organization’s Lead with Quality program
• Educate and support on quality metrics
• Provide laboratory account management support for clinical operations
• Provide education and educational material to the customer base
• Resolve any customer related issues in a timely manner
• Actively provide oversight for all assigned care center sites
• Think outside the box to solve problems and to escalate when appropriate
• Handle care center inquiries by onsite visits, telephone and by tickets created in the portal regarding status of reports, concerns of service failures and other duties to provide customer satisfaction
• Triage concerns appropriately based upon protocols
• Provide information to care center customers regarding collection requirements of laboratory testing
• Create and distribute quality reports
• Together with the Laboratory Customer Service team, manage our onboarding process for new care centers as well as maintenance of relationships including site visits to Florida and Georgia care centers on a frequent basis
• Continuously evaluate operational procedures and workflows and recommend changes as needed
• Identify and pursue opportunities to expand laboratory services with care centers
• Initiate, develop and grow relationships to drive awareness and build additional utilization
• Recognize opportunities for expanding business within assigned care centers
• Develop, maintain, and grow laboratory utilization through relationship building and responsive customer service
• Other duties as assigned
  
  

Qualifications

• Registered Nursing degree required, bachelors preferred
• Active Florida Nursing License in good standing
• Minimum 1 year of outside sales/service experience in the healthcare/clinical laboratory/medical device industry is preferred
• Ideal candidates to live in South FL, Central/Northeast FL or the West Coast of FL
• Account management and/or customer service experience is desirable
• Self-motivated
• Strong communication skills; both written and verbal
• Ability to deliver results in a fast-paced, competitive market
• Proficient in Microsoft Office
• Experience with using Salesforce preferred
• Ability to multitask and provide prompt problem resolutions for all customers
• Must have a Valid Driver's License, clean driving record and reliable automobile transportation (business related travel expenses are reimbursable)
• Acknowledgement of possible exposure to blood-borne pathogens
• Strong independent time management and organization skills
• Ability to travel up to 85%
• Able to meet the physical and time demands of care center visits