The Clinical Contact Center Quality Assurance (QA) Nurse is a registered nurse that evaluates the provision of nursing practices and related care within the (CCC) to promote efficiency and effectiveness of patient care. The incumbent will develop and implement a QA plan for identifying deficiencies and improvement strategies in collaboration with Nurse Managers, Chief Nurse, educators, and the interprofessional QA team in the Clinical Contact Center.

Duties

Duties include but are not limited to: Provides leadership and self-direction in developing and implementing orientation, program-level in-services, and mandatory education activities pertinent to meeting QA program goals. Collaborates with appropriate colleagues to develop, implement, and evaluate QA Programs and strategies based on staff learning needs, new evidence-based care recommendations, findings from accreditation surveys, or changes in the type or use of virtual modalities. Ensures that education program curriculum includes necessary content and staff demonstrate proper procedure in responding to emergencies and internal and external disasters. Initiates and prepares necessary reports and correspondence and submits in a timely manner. Recommends and implements changes at the program or service level to meet identified standards. Collaborates with co-workers as a means of effectively utilizing the group process in completing program-level workload in a timely manner. Functions as a consultant and mentor to other nurses and staff within the program by sharing expertise and encouraging open dialog to promote new knowledge exchange and skill at the program level. Makes sustained contributions to health care within the program and beyond as evidenced by delivering professional presentations, publication in professional journals, academic teaching, and active participation in professional organizations. Develop the QA portion of the competency validation tool and orientation plan for newly hired or recently transferred nurses to the Clinical Contact Center. Collaborate with the Clinical Contact Center educators to identify and implement opportunities to address findings from the QA Program through education. Collaboratively with Clinical Contact Center leaders and staff, QA leaders from medical centers within and outside of the VISN, and all services and program offices coordinating care with the Clinical Contact Center. VA offers a comprehensive total rewards package: VA Nurse Total Rewards Pay: Competitive salary, regular salary increases, potential for performance awards Paid Time Off: 50 days of paid time off per year (26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Licensure: 1 full and unrestricted license from any US State or territory Work Schedule: 0730-1600 Telework: Available Virtual: This is not a virtual position. Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency. In accordance with 38 U.S.C. 7402(d), no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. Graduate of a school of professional nursing approved by one of the following accrediting bodies at the time the program was completed by the applicant: The Accreditation Commission for Education in Nursing (ACEN) or The Commission on Collegiate Nursing Education (CCNE). The approving official may authorize a waiver of the requirement for ACEN or CCNE accreditation of any degree in nursing provided the college or university has regional accreditation from an accrediting body recognized by the Department of Education at the time of the candidate's graduation and the composite qualifications of the applicant warrant such consideration. In cases of graduates of foreign schools of professional nursing, possession of current, full, active and unrestricted registration will meet the requirement of graduation from an approved school of professional nursing. OR The completion of coursework equivalent to a nursing degree in a MSN Bridge Program that qualifies for professional nursing registration constitutes the completion of an approved course of study of professional nursing. Students should submit the certificate of professional nursing to sit for the NCLEX to the VA along with a copy of the MSN transcript. (Reference VA Handbook 5005, Appendix G6) OR In cases of graduates of foreign schools of professional nursing, possession of a current, full, active and unrestricted registration will meet the requirement for graduation from an approved school of professional nursing. Current, full, active, and unrestricted registration as a graduate professional nurse in a State, Territory or Commonwealth (i.e., Puerto Rico) of the United States, or the District of Columbia. Preferred Experience: 2-3 years current high-level proficiency with highly skilled data extraction and analyses from a variety of VHA programs and tools, data display (using statistical tools), and detailed report preparation with meticulous attention to detail; this includes advanced knowledge and application of QM tools, principles, methodologies, performance improvement strategies, and demonstrated expertise utilizing Microsoft programs to produce analytical reports. For example: SharePoint management, Pyramid, Microsoft Office products (specifically Excel and Power BI), etc. Demonstrated ability to develop, analyze, and display VHA performance measures data. Demonstrated ability to interact collaboratively with Facility Leadership, and healthcare providers, and patients utilizing excellent written and verbal communication skills appropriately targeted at a wide variety of audiences. Demonstrated ability to successfully adhere to deadlines, often in the setting of fluctuating priorities and competing demands. Highly driven and self-motivated to exceed expectations of internal and external customers at every opportunity. Telecare Record Manager, Clear Triage, Call Log Reporter, Cisco Jabber , Cisco Finesse, JPSR, PATS-R, Calabrio experience. Grade Determinations: The following criteria must be met in determining the grade assignment of candidates, and if appropriate, the level within a grade: Nurse I Level I - An Associate Degree (ADN) or Diploma in Nursing, with no additional nursing practice/experience required. Nurse I Level II - An ADN or Diploma in Nursing and approximately 1 year of nursing practice/experience; OR an ADN or Diploma in Nursing and a bachelor's degree in a related field with no additional nursing practice/experience; OR a Bachelor's of Science in Nursing (BSN) with no additional nursing practice/experience. Nurse I Level III - An ADN or Diploma in Nursing and approximately 2-3 years of nursing practice/experience; OR an ADN or Diploma in Nursing and a Bachelor's degree in a related field and approximately 1-2 years of nursing practice/experience; OR a BSN with approximately 1-2 years of nursing practice/experience; OR a Master's degree in nursing (MSN) or related field with a BSN and no additional nursing practice/experience. Nurse II - A BSN with approximately 2-3 years of nursing practice/experience; OR ADN or Diploma in Nursing and a Bachelor's degree in a related field and approximately 2-3 years of nursing practice/experience; OR a Master's degree in nursing or related field with a BSN and approximately 1-2 years of nursing practice/experience; OR a Doctoral degree in nursing or meets basic requirements for appointment and has doctoral degree in a related field with no additional nursing practice/experience required. Nurse III - Master's degree in nursing or related field with BSN and approximately 2-3 years of nursing practice/experience; OR a Doctoral degree and approximately 2-3 years of nursing practice/experience. Note regarding MSN degrees: If your MSN was obtained via a Bridge Program that qualifies for professional nursing registration, a BSN is not required. Reference: VA Regulations, specifically VA Handbook 5005, Part II, Appendix G-6 Nurse Qualification Standard. This can be found in the local Human Resources Office. Physical Requirements: This position requires visual acuity, keen hearing, clear distinctive speech, and manual dexterity. This position requires potentially long periods of continued walking, standing, stooping, sitting, bending, pulling, and pushing.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Ralph H Johnson Department of Veterans Affairs Medical Center 109 Bee Street Charleston, SC 29401 US
• Name: Nadia Stanley
• Email: [email protected]