Clinical Quality Analyst

Join the FLA OHT Home Care Modernization Team and play a key role in shaping the future of homecare across Ontario! We are seeking passionate, dedicated leaders who are committed to transforming healthcare delivery for our clients. If you naturally lead with a focus on person-centered care, improving coordination, enhancing communication, enabling self-scheduling, and adapting care plans in real-time to meet client needs and risks, we want you on our team. Our mission is to improve health outcomes by ensuring clients receive the right care, at the right time, in the right way.

JOB SUMMARY:

The Clinical Quality Assurance Analyst is responsible for ensuring the overall quality of service delivery and program KPI (Key Performance Indicator) accountability. This includes designing and implementing quality improvement initiatives and managing PDSA (Plan-Do-Study-Act) cycles to drive better outcomes at the system, caregiver, and client levels. The role involves developing and utilizing data management systems to monitor and track performance at both team and individual levels, while actively contributing and influencing decision-making processes. Key responsibilities include auditing and reviewing all client interaction channels, care plans, and care frequency to assess performance, measure client outcomes, and ensure alignment with organizational quality standards and program goals.

RESPONSIBILITIES:

• Provides trend data to site leadership teams, utilizing intermediate analytical skills.
• Reviews and evaluates client care plans, treatment pathways, client progress, and health outcomes.
• Proactively assesses program funding and performance against KPIs to ensure targets are met.
• Collaborates with cross-functional teams to develop and implement quality improvement initiatives.
• Conducts root cause analysis to address performance issues and develop corrective actions.
• Participates in regular team and departmental meetings to provide updates on quality metrics and key performance indicators.
• Supports training and education efforts to ensure staff are equipped to meet quality standards and KPIs.
• Tracks and reports on program outcomes, including both quantitative and qualitative research elements.
• Performs daily, weekly, monthly, and quarterly analysis to ensure KPIs and quality benchmarks are being met consistently.
• Provides recommendations and action plans based on report findings to drive continuous quality improvement.
• Prepares ad-hoc reports and analyses to support accreditation or regulatory compliance.

REQUIREMENTS:

• Regulated Health Professional (RPN, RN, or allied health professionals)
• Five years of contact center customer care experience.
• Excellent oral, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Must have experience in coaching & providing feedback.
• Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work well in a team environment in organizations that have been fast growing or entrepreneurial in nature.
• Dedication to providing exceptional customer service.
• Ability to deliver individual coaching sessions.
• Intermediate level of knowledge of QA software as well as PC hardware & software (Word and Excel).

About SE Health

At SE, we love what we do. Every day, we bring hope and happiness to clients, homes, and communities across Canada. We treat each person with dignity and love, like our own family; we build empathy; and we do the right thing. We are always inspired to make a difference. As a not-for-profit social enterprise, we share knowledge, provide the best care, and help each client to realize their most meaningful goals for health and wellbeing. We are an inclusive workplace offering competitive pay, benefits, pension, and work-life balance. We’re a great place to work, and we hope you’ll join our team.

In the interest of the health and safety of our patients/clients, employees, and greater good of public health, SE Health requires those that wish to work for this organization to be fully vaccinated against COVID-19. Fully vaccinated means a person has received both doses of the COVID-19 vaccine and it has been 14 days since the last dose.

SE Health is committed to the success of all its employees. If you feel you need accommodations because of illness or disability, please do not hesitate to contact the Talent Acquisition team at careers@sehc.com at your earliest convenience.