Quality and Incident Management Specialist

Support Solutions•Memphis, TN

4d•Hybrid

About The Position

Incumbent serves as the Quality and Incident Management Specialist for Support Solutions. Support Solutions is licensed, certified and/or accredited by the Tennessee Department of Mental Health, Tennessee Department of Disability and Aging, Tennessee Department of Health, Professional Support Services, North Carolina Department of Health and Human Services (NCDHHS), Division of Health Service Regulation, CARF, and Tennessee Department of Children’s Services. Support Solutions provides a variety of services including Supported Living, Personal Assistance, Community Integration, In-Home Day Services, Respite, Supported Employment, Semi-Independent Living, Family Residential Model, Behavior Services, Psychology Services, Outpatient Mental Health, Nursing Supports, and Personal Care/Home Care Services. The incumbent works under the supervision of the Protection from Harm Manager and in cooperation with the Senior Quality Manager and Chief Quality Officer to provide and implement quality and incident management programs/systems. This role requires strategic and cooperative work with key leaders and employees, building relationships with various professionals, and meeting specific timelines for implementation. A working knowledge of NCDHHS, DDA, TDMHSAS, DCS, and MCO requirements is necessary. The Quality and Incident Management Specialist is expected to proactively learn and stay abreast of standards as determined by assignments.

Requirements

BA or BS degree from an accredited university or 5 years experience in quality management or related field.
Experienced in the use of Microsoft Office, including experience with Excel.
Excellent speaking, writing, and interpersonal skills.
Must have transportation and time availability to travel to other Support Solutions locations.
Must practice confidentiality.

Nice To Haves

Other computer technology skills are preferable.

Responsibilities

Provide administrative support to the Senior Quality Manager, Chief Quality Officer, and Protection from Harm Manager as assigned.
Assist with activities related to the overall operations and quality management for Support Solutions.
Assist the Senior Quality Manager and Chief Quality Officer with the management of company assets and the implementation of Support Solutions’ quality management and improvement program, ensuring compliance with all state policies and standards.
Assist the Protection from Harm Manager with tracking and trending incidents, quality improvements, implementation of new policies, and survey requirements related to Incident Management and Protection from Harm initiatives.
Make recommendations to leadership regarding performance improvement activities.
Assist with the development of policies and procedures related to quality and incident management.
Assist the Senior Quality Manager in ensuring systems are in place for successful surveys or reviews by external organizations and regulatory agencies (NFPA, APS, OSHA, etc.).
Assist the Chief Quality Officer with the follow-up of state and regulatory reviews to ensure compliance.
Ensure legible, complete, and accurate Reportable Incident/Events Forms (RIFs/REFs) are forwarded to required external entities (DDA, MCO, DCS, TDMHSAS).
Review and ensure all incidents are submitted as reported and corrective actions are addressed completely.
Ensure timely filing of all incidents according to defined standards.
Serve as a member of the bi-weekly Incident Management Meetings.
Ensure EMC+ minutes are maintained and audited across all offices.
Enter data into the incident management database system for reporting and tracking of incidents and investigations in a timely manner.
Ensure appropriate filing of all investigations, incident training, and follow-up documentation.
Alert the Protection from Harm Manager of significant increases in incidents, trends, or other problematic issues.
Complete and distribute action plans related to incidents and ensure follow-up is completed.
Ensure staff are trained on Incident Management as needed.
Assist with other projects as assigned, including administration projects, policies and procedures, report preparation, trend data development, and reviewing standards for compliance.
Participate in team meetings.
Exhibit behaviors and best practices consistent with the vision and values of Support Solutions.
Practice safe work habits to maintain a safe work environment.
Attend all safety training as scheduled.
Work as part of the team to ensure Quality Management principles (Plan, Measure, Assess, Improve) are practiced and achieved.
Operate Support Solutions and personal transportation in a safe and healthy manner.
Serve as chair of Quarterly Safety Meetings.