Incident Response Analyst

At Clipboard Health (YC W17) we work with healthcare facilities such as hospitals, assisted living facilities, and rehab centers to provide on-demand nursing staff. We are a fully remote team that is humble and hardworking. We think this is the best way to improve a ton of lives. Nurses will have better schedules and shorter commutes, and patients will receive better care.

Why Clipboard Health Exists

We exist to lift as many people up the socioeconomic ladder as possible. The average nursing assistant without a college degree makes $36k a year; the average nursing assistant on Clipboard Health makes $53k a year and the top 5% make $74k a year. We dramatically improve lives, by letting healthcare professionals turn extra time & ambition into career growth. We have healthcare professionals texting us photos of a car they were finally able to buy, a school & church they’re building in their native Haiti with money they earn here, and more. 

We’re a post Series B, extremely fast growing startup with classic two-sided network effects. We’ve grown 6x (across all key metrics) in the last 11 months and need your help to keep growing to serve more healthcare professionals, healthcare facilities, and patients. 

About the Role

An IR Analyst will be managing and maintaining incidents from both sides of Clipboard Health’s marketplace which includes our partnered facilities and healthcare professionals. In order to manage and maintain incidents, this role will monitor Quality Assurance calls that were flagged as incidents and the processes to ensure that Clipboard Health employees are following correct protocol when handling incidents with quality to deliver customers an exceptional experience.

Responsibilities

Assuring that Clipboard Health Incident Response time is < 24 hours

Be in charge of the incident tracker to maintain the statuses of incidents presented from customers (Properly identify the difference between a customer complaint, minor incident, and major incident)

Auditing Clipboard Health designated employees to ensure that the Incident Process is being handled correctly and with quality by completing scorecards.

Managing and maintaining Salesforce incident data and auditing that the data entered was correct by the designated individual that was handling the incident

Implement continuous quality improvement methods to streamline Clipboard Health’s incident management process 

Manage and maintain communication on multiple platforms to effectively solve incidents at Clipboard Health’s partner facilities with the utmost priority and high standards

Understand and promote the healthcare industry knowledge, regulations, policies, and patient end-safety practices

Identify trends and analyze reports for incident management

Provide feedback on how situations should have been handled or how the employee can improve their overall performance on the phone (or other forms of communication)

Create Standard Operating Procedures or short videos to support teams that clearly shows how to solve common problems - this can be maintained proactively or reactively when an a quality issue has been caught

Remain knowledgeable on product updates to ensure audited team members are utilizing the correct organizational information

Cross-check and assist healthcare professional documents if needed

Qualifications

2-3 years of Risk Management/Patient Safety experience required

Current and Active LVN/RN license in good standing

Demonstrate a high degree of leadership, motivation, self-direction, and initiative to achieve the goals of the mission

Self-motivated, able to work independently and stay organized

Demonstrate the ability to collaborate with stakeholders

Excellent oral and written communication skills

Detail-oriented

Ethical and unbiased integrity and decision-making abilities

Preferred

3-5 years in healthcare quality

Salesforce experience

Ability to leverage statistical tools and techniques to analyze, interpret, display, and present data

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