QI Field Services Specialist

Sevita•Knoxville, TN

5d•Hybrid

About The Position

The Incident Management Coordinator is a full-time, exempt position responsible for overseeing incident management, risk mitigation, compliance, and quality improvement activities within the assigned region. This role ensures reportable and non-reportable events are reviewed, investigated, tracked, and resolved in accordance with DDA regulations, agency policies, and quality standards. The Incident Management Coordinator partners with operational teams, Support Coordinators, Case Managers, and regulatory entities to support risk management, corrective action planning, and continuous quality improvement efforts. The position also serves as chairperson of the Program Review and Event Response Team (PRERT), monitors investigations and action plans through completion, and conducts trend analysis to identify opportunities for improved outcomes and risk reduction. DDA-certified Provider Investigator certification is preferred.

Requirements

Bachelor’s degree or an equivalent combination of education and experience that provides proficiency in the areas of responsibility may be substituted.
Three years’ experience in quality improvement or other related social services field is required.
Current driver's license, car registration and auto insurance if providing transportation to individuals receiving services or for other business purpose.
Travel is required

Nice To Haves

DDA-certified Provider Investigator certification is preferred.

Responsibilities

Organizes, oversees and implements regional strategy to support continuous quality improvement
Participates as a member of the statewide Quality Improvement team under indirect supervision from the Quality Improvement Manager
Assesses service planning and delivery, documentation and safe-guarding the rights, funds, and health and safety of persons being served.
Leads early identification and intervention for emerging quality concerns, strategizes about solutions and guides implementation.
Verifies implementation of strategies designed to improve quality services and outcomes.
Provides technical assistance, subject matter expertise and partners with operations to design and implement local process improvement initiatives.
As a member of the regional management team, participates in regional meetings, monitors data, reports on regional quality indicators and translates data analysis into needed action steps.
Implements annual regional Quality Improvement goals.
Reviews satisfaction survey data and supports the design, implementation and verification of customer satisfaction improvement strategies.
Partners with operations and Quality Improvement Manager to implement and verify Network and local policies and procedures.
Stays current and knowledgeable about external requirements and internal standards and expectations applicable to the services provided in the assigned region.
Conducts regular reviews of program operations and service delivery to assess compliance with internal and external standards.
Supports operations and Quality Improvement Manager to prepare for licensing, certification and accreditation reviews.
Collaborates with operations leadership to develop and implement correction plans to remediate identified deficiencies and verifies implementation.
Completes Network Performance Audits.
Oversees regional incident management and reporting.
Collaborates with operations and Quality Improvement Manager to design and implement risk mitigation strategies.
Reviews incident data and conducts analysis; drives process to remediate identified incident patterns and trends.
Assists in monitoring local process for data entry into electronic and/or paper documentation systems.
Conducts internal investigations of incidents, allegations and complaints; reviews facts, determines conclusions and advises about response to findings.
May support operations with reviewing referrals and completing intake activities when individuals are admitted.
Collaborates in the development and implementation of operations education and training plan, including training for electronic documentation systems.
May assist with auditing education and training documentation, especially to prepare for licensing or certification reviews.
May provide education and training on topics such as customer service, program planning, individual rights, incident management, risk management, health and safety training, etc.
Provides technical support with Quality Improvement and documentation systems as required.
When approved in larger regions, supervises Quality Improvement Coordinator, including completing performance evaluations, scheduling, orientation, and training.
Makes recommendations for decisions on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions.
Resolves employee problems within position responsibilities.
Reviews reportable and non-reportable events to ensure timely and appropriate follow-up actions are completed.
Ensures reportable events are submitted in accordance with DDA requirements and agency standards.
Conducts or oversees Tier 2 investigations and ensures completion and submission within required regulatory timeframes.
Develops, monitors, and tracks corrective action plans resulting from investigations, audits, and event reviews through completion.
Serves as chairperson of the Program Review and Event Response Team (PRERT), facilitating meetings and ensuring follow-up on identified action items and recommendations.
Collaborates with Support Coordinators and Case Managers regarding Risk Assessments and Risk Reviews as needed.
Conducts trend analysis of reportable events, non-reportable events, and investigations, providing recommendations and reports to agency leadership to support quality improvement and risk reduction initiatives.
Maintains oversight of PRERT recommendations, Risk Review outcomes, and related corrective actions until resolution.
Maintains organized and accessible documentation, including PRERT meeting minutes, investigation files, action plans, and supporting records.
Ensures informational findings and recommendations from investigations and event reviews are implemented and verified.
Performs other related duties and activities, as required.