Coordinator National Quality Programs

WVU Medicine•Bensley, VA

1d•Onsite

About The Position

The Coordinator’s main responsibility is to determine data-driven solutions to guide quality improvement. The Coordinator utilizes a variety of health care databases to focus improvement. The Coordinator performs data analysis to support clinical quality and performance improvement. The Coordinator works closely with the members of various departments to analyze and present data in meaningful formats to highlight improvements and opportunity. The Coordinator will work to design and continuously improve an effective quality strategy and other special projects as identified. Additional Job Description: Patient Experience Coordinator (Ambulatory, Surgical, Procedural, Imaging and Emergency Services) Serve as the primary patient experience liaison for assigned ambulatory clinics, emergency departments, surgical services, imaging, and procedural areas. Monitor and communicate patient experience performance, trends, and opportunities to operational and clinical leadership. Review patient feedback, survey comments, complaints, and other experience-related data to identify opportunities for improvement and service recovery. Conduct patient rounding and service observations to obtain real-time feedback and identify opportunities to enhance the patient and family experience. Travel to assigned clinical locations throughout WVU Medicine as needed to support patient experience initiatives, rounding activities, leadership engagement, and performance improvement efforts. Partner with leaders, providers, and frontline staff to develop and implement patient experience action plans and service excellence strategies. Provide coaching and consultation related to communication, patient-centered care, service recovery, and patient experience best practices. Support implementation of organizational patient experience initiatives, recognition programs, employee engagement activities, and service excellence campaigns. Serve as a patient experience resource for assigned departments and participate in interdisciplinary teams focused on improving patient satisfaction and engagement.

Requirements

Bachelor’s degree in a business or Health Care related field AND two (2) years of professional experience in a healthcare or business setting OR Associates degree in Health Care related field AND three (3) years of professional experience in a healthcare setting.
Must be able to build relationships, gain alignment for clinical support, and articulate questions to receive appropriate level of support from supervisors, faculty and staff, and peers.
Must possess strong interpersonal skills.
Must possess strong computer skills.
Must possess the ability to listen as well as communicate information in a clear, courteous, concise, and logical manner.
Must possess good decision making, problem solving and analytical skills.

Nice To Haves

Master’s degree in a business or healthcare related field.
Professional experience at an Academic Medical Center or hospital with greater than 150 beds.
Experience working on process and performance improvement activities.

Responsibilities

Analyze data and present solutions in coordination with physicians and staff to inform continuous improvement.
Submit data, monitor performance, and utilize predictive analysis for benchmarking programs such as but not limited to Vizient Quality and Accountability Rankings, U.S. News and World Report Best Children’s Hospitals, etc.
Establish effective working relationships with members of the hospital, especially Provider and Nursing staff, Health Information Management, and Enterprise Analytics.
Serve on WVUH Hospital or Children’s Hospital committees and supply them with data needs and improvement science expertise.
Act as local Project Manager of Solutions for Patient Safety implementing strategy, measuring effectiveness, and facilitating improvement teams.
Participate in required program calls and national conferences.
Serve as educational resource on quality improvement for internal and external audiences by developing educational materials and delivering presentations.
Demonstrate appropriate utilization of resources necessary to obtain valid, reliable data.
Monitor national quality indicators for coding integrity and improvement opportunity.
Utilize software applications for data analysis.
Coordinate data from various sources such as, but not limited to, infection control and patient safety to present in a meaningful format
Work with leadership teams to inform performance improvement priorities and goal setting.
Assist WVU Hospitals’ Center for Quality Outcomes and other departments with data pertaining to maternal, pediatric, or other patient populations.
Oversee WVU Medicine Children’s Mountain ZERO program through data gathering/reporting, analysis, and bundle implementation, if working within the Children’s Hospital.
Serve as the primary patient experience liaison for assigned ambulatory clinics, emergency departments, surgical services, imaging, and procedural areas.
Monitor and communicate patient experience performance, trends, and opportunities to operational and clinical leadership.
Review patient feedback, survey comments, complaints, and other experience-related data to identify opportunities for improvement and service recovery.
Conduct patient rounding and service observations to obtain real-time feedback and identify opportunities to enhance the patient and family experience.
Travel to assigned clinical locations throughout WVU Medicine as needed to support patient experience initiatives, rounding activities, leadership engagement, and performance improvement efforts.
Partner with leaders, providers, and frontline staff to develop and implement patient experience action plans and service excellence strategies.
Provide coaching and consultation related to communication, patient-centered care, service recovery, and patient experience best practices.
Support implementation of organizational patient experience initiatives, recognition programs, employee engagement activities, and service excellence campaigns.
Serve as a patient experience resource for assigned departments and participate in interdisciplinary teams focused on improving patient satisfaction and engagement.