QA for home based RN

  1. We are contemplating work from home positions soon from our callcenter. I would like some guidelines as to how ,those of you who manage QA w the at home nurse performing telephonic triage, actually monitor them. I will appreciate any and all responses. Thanks, cab6e3
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  2. 18 Comments

  3. by   dria
    while i am involved in neither qa or management, i do work the phones and our calls are subject to monitoring or recording. this is currently done via software and a voice activated tape recorder. our supervisors then listen at their convenience, and evaluate the calls according to a an established evaluation tool. they then review both the calls and the evaluation with us. i would hope your employer has both of these tools in place before they send any staff home, as the work at home environment differs from the office, both in good ways and in bad. hopefully, someone with more experience can fill in the blanks, but this will get you started.
  4. by   greenstar123
    Sure would like to hear from nurses who have experience working from home
    doing telephone triage nursing. What are the pros and cons of working at home
    and where are the employers that will hire you that have decent benefits and
    a fair salary scedule?

    I live in the Augusta,Georiga area and have prior experience working as an RN
    in a pediatric call center at a Medical College until the funds dried up the program.
  5. by   cab6e3
    Yes, I love wfh. I am in central fla and the compensation is quite adequate. Plus, saving all that gas money is like getting a raise instantly!
  6. by   Pedinurse40
    who do you work for as a wfh company
  7. by   greenstar123
    I suppose that all your call center nurses are in the local area where you
    reside in Florida. Sure would like to get some detailed information from
    anyone about opportunities for Georgia licensed nurses with oodles and
    oodles of varied assignments over 30 yrs. experience.

    Anyway, thanks for responding...Nice that someone reads our concerns.
  8. by   telemedRN
    We have a website, www.kponcall.com which tells a lot about our company. Our QA is exceptional. all calls are recorded and some are screen captured for review. Our protocols are constantly being revised to meet the needs of customers and clients. We have a QA supervisor and large OI staff plus the supervisors review calls from their staffs. Most of our RN's work from home, remote and our CSS's work in the office. Having every call recorded provides a lot of security for the nurses and the company.
  9. by   jean7777
    If you are contemplating hiring nurses to work from home, would it be possible to work from home in a different state for your company? I live in Arkansas and I used to do telephone triage for Kaiser Permanente but then moved away. I would love to get back into it and would love to work from home.
  10. by   telemedRN
    I'm just an employee, but as far as I know you have to live in So Cal, but check the website to be sure. We have to have an in person mtg w/out supervisors qomonth and that would be difficult if you lived out of state. But, it doesn't hurt to ask. :redpinkhe Good luck
  11. by   mistle30
    I am an RN certified as an EMT-Intermediate, Emergency Medical Dispatcher, Forensic Nurse Examiner as well as a Mobile Intensive Care Nurse. I am BCLS, ACLS and PALS certified. I am interested in doing telephone triage from home. How can I get into this business?
  12. by   beach48
    I am currently helping my company establish this process. One thing that we have already established is that the mal-practice insurance most be set-up for "out of state practice" In addition you will need to clarify if a license is needed for the states you will be practicing in or if they participate in the Compact state process. Neither state that we are looking at does and so a license is required in both states. Bottom line also requires following and knowing the nursing laws in the states.
  13. by   Ruthiegal
    Quote from cab6e3
    We are contemplating work from home positions soon from our callcenter. I would like some guidelines as to how ,those of you who manage QA w the at home nurse performing telephonic triage, actually monitor them. I will appreciate any and all responses. Thanks, cab6e3

    I work from home on midnight shift. Our calls are recorded in a NICE system and reviewed by a quality analyst RN. We can also access our calls to listen to them if we want to. We then get a report once a month on 3, 2 or 1 call as we have a tiered quality. If you are 95% and above you are in the top tier and will have 5 calls monitored per quarter. Other wise you have 9 calls evaluated. Our benchmark is 90% and higher.

    AKA Mydnightnurse
  14. by   sarkyle
    Quote from cab6e3
    We are contemplating work from home positions soon from our callcenter. I would like some guidelines as to how ,those of you who manage QA w the at home nurse performing telephonic triage, actually monitor them. I will appreciate any and all responses. Thanks, cab6e3
    I am a nurse practitioner with 18+ healthcare experience and want to work from home. I would love to talk to you.
    LDB4009@yahoo

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