Care Coordination Quality & Experience Lead

Ohio; Dayton (OH); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive Pay

Competitive Health, Dental, and Vision

Short- & Long-Term Disability

Life Insurance

Paid Time Off

401k with 5% employer match

Tuition Reimbursement

Preparation for certification and pay

Scrubs provided at onboarding

Organizational preceptor for education

Career advancement programs

Job summary

Care Coordination Center in Dayton, OH is seeking a dedicated CCC Performance and Experience Coordinator. The role supports quality, education, competency, and continuous performance improvement across CCC operations, collaborating with directors, team leaders, and frontline teammates to evaluate performance and translate findings into measurable improvements in patient and family experiences.

This full-time position runs 8:00 AM to 4:30 PM and requires Ohio RN licensure with 3–5 years of

Qualifications

• Must be a Registered Nurse in Ohio with no board actions.
• 3-5 years of management experience in administrative clinical settings.
• Competency in EMR systems and other software applications.
• Ability to multi-task.
• Valid driver’s license with a safe driving record.
• State minimum auto insurance.

Responsibilities

• Routinely review calls, documentation, workflows for quality, accuracy, timeliness, customer service, and adherence to established processes.
• Coordinate orientation and onboarding for new CCC teammates; develop ongoing education; maintain competency expectations; provide refresher training when workflow or performance issues are identified.
• Analyze Genesys data, service levels, call handling, abandonment, workflow performance, complaints, patient/family feedback, and other operational measures to identify improvement opportunities.
• Establish a standardized call-quality review process for Triage and Customer Service, including communication skills, accuracy, appropriate routing/escalation, documentation, and RELATE/customer service behaviors.
• Provide Team Leaders with findings from quality reviews and assist in developing education or coaching plans. Coordinate training for staff to improve patient interactions and satisfaction.
• Collaborate with multi-disciplinary teams to recommend enhancements to patient’s experience within the CCC.
• Coordinate training for staff to improve patient interactions and satisfaction.
• New Process Implementation: partner with the Director and Team Leaders when new CCC processes are introduced to develop education, assess competency, audit adoption, and determine whether the change is producing the intended result.

Skills

RN license Ohio

BSN preferred

Management experience

EMR competency

Multitasking

Driver's license

Education

BSN preferred

Tools

EMR software

Job description

Care Coordination Center in Dayton, OH is seeking a dedicated CCC Performance and Experience Coordinator. The role supports quality, education, competency, and continuous performance improvement across CCC operations, collaborating with directors, team leaders, and frontline teammates to evaluate performance and translate findings into measurable improvements in patient and family experiences.

This full-time position runs 8:00 AM to 4:30 PM and requires Ohio RN licensure with 3–5 years of