Quality Improvement Specialist

Mary Free Bed Rehabilitation Hospital•Grand Rapids, MI

4d•Onsite

About The Position

Supports quality, safety and patient experience initiatives and organizational standards, through the use of data collection and analysis of patient satisfaction reports, patient complaints and service recovery trends, and Patient Family Advisory Council(s) input. Responsible for Quality Division safety, quality, outcome, and satisfaction metrics, reporting, and analysis to support organizational and leadership requirements.

Requirements

Bachelor’s Degree in Business, Healthcare Administration, Hospitality, or Allied Health area.
College coursework and/or experience in healthcare, data management, quality, clinical outcome reporting, and/or customer service industry.
Minimum 3 years previous work experience in a data management or administrative coordinator role.
Demonstrated organizational skills to manage multiple projects simultaneously, with exceptional accuracy and attention to detail.
Competent language and grammar skills with the ability to compose, edit, and proof minutes, letters, and other correspondence.
The competence to make independent decisions as well as preserve the confidentiality of special matters; demonstrated experience in problem solving and critical thinking.
Advanced competency with Microsoft Office applications, Adobe, Share Point, and databases.
Experience in compiling and presenting data in meaningful formats.
Energetic, positive, collaborative “can-do” attitude and work style.
Experience in working with people of all backgrounds.

Nice To Haves

Experience with patient satisfaction surveying and reporting / Press Ganey
Experience with eRehab, UDS, FIM and WeeFIM data and reporting
Experience with Incidence / Occurrence system / RL6
Experience with employee learning modules / Health Stream system
Experience with EQUADR, NDNQI, NSHN
Experience with process mapping

Responsibilities

Participates in training, data entry, data compilation, production of reports in collaboration with the Quality and Risk Department including: Patient safety reporting, Patient satisfaction reporting, with external benchmarking, Patient input and comment trending, Clinical outcome reporting, with external benchmarking, Quality Improvement and Risk Management Committee reporting
Assists the Quality and Risk Department with the identification of quality and clinical outcome metrics, appropriate tools for data collection, and available reporting to support improvements across Mary Free Bed organizations.
Supports the annual quality and safety goals for the organizational, including definitions of goals, identification of baselines, and/or benchmarks. Responsible for compilation and results reporting to provide accurate performance results.
Assists the Quality and Risk Department with the use of data collection tools, surveys, and audits, used in improvement projects.
Supports the need for further improvements needed to enhance the availability of usable data including survey format revisions, technology requirements/changes/ products and the education of users.
Monitors and reports trends in outcome result and tracks action plans with program and department leadership.
Assists the Quality and Risk Department with literature review, knowledge transfer, and implementation of systems for all new regulatory reporting (i.e., IMPACT, QRP, etc.).
Assists with the Mary Free Bed network/system site data submission for patient safety, patient satisfaction and clinical and functional outcomes as appropriate.
Supports improvement planning, improvement initiatives, and results analysis for MFB organizations to guarantee Mary Free Bed’s inspirational, highly reliable, high quality and safe culture.
Supports (and is cross-trained) in patient complaints and grievances, including communication and coordination of service recovery efforts with patients, families, and team members.
Functions as Patient Advocate, as needed, beyond Care Manager advocacy.
Supports, and participates under guidance of the Director of Quality and Risk, training opportunities and workflows for customer services, improvement processes and tools, regulatory program requirements and risk reduction activities.
Assists with compliance in hospital wide accreditation and regulatory programs including CMS, The Joint Commission, CARF, HFAP if applicable.
Assists the Quality and Risk Department with performance improvement initiatives using tools such as PDSA, FEMA, Root Cause Analysis, and process mapping.
Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members.
This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.
Contribute by identifying problems and seeking solutions.
Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.