Safety Quality Patient Experience Specialist II

Cleveland Clinic•Mayfield Heights, OH

38d•Onsite

About The Position

Join Cleveland Clinic Hillcrest Hospital and experience world-class healthcare at its best. Hillcrest Hospital provides state-of-the-art healthcare to all its patients. Cleveland Clinic is recognized as one of the top hospitals in the nation. Hillcrest Hospital is a proud Magnet Hospital awarded by the American Nurses Credentialing Center. This designation is the highest honor an organization can receive for professional nursing practice. The Safety and Quality Patient Experience Specialist II (SQPE) primary function is to support Patient Experience activities at our Cleveland Clinic Hillcrest location. The Specialist coordinates and implements improvement initiatives by partnering with leadership and caregivers. The focus of this role is safety through leading steps to building a HRO (High Reliability Organization). A caregiver in this position works 8:00am to 5:00pm, Monday through Friday. On rare occasions, potential weekends may be required to meet specific stakeholders. A caregiver who excels in this role will: Understand and implement elements of performance as outlined by regulations, bylaws, and rules and regulations established by the medical staff. Act as the primary resource for staff to facilitate overall operations of programs. Develop meaningful quality assurance activities with clinical leadership to establish when a deviation in standard practice has occurred. Analyze performance data and participate in improvement strategy development. Act as a consultant in educating and evaluating clinical and support department staff regarding quality management regulations and standards of care. Support medical staff quality assurance activities such as peer review, ongoing professional practice evaluation, and focused professional practice evaluation. Develop and assure processes to monitor performance and identify where intervention is needed. Incorporate regulatory and accreditation standards into improvement activities around SQPE. Collaborate on development of required plans such as the performance improvement plan, safety plan, infection control plan, and others as required by governance. Incorporate enterprise priorities and regulatory requirements and benchmarks ensuring alignment to one standard of care across locations. Drive continuous improvement activity around quality, safety and patient experience priorities and coordinates improvement projects. Facilitate dashboard reviews, data analysis and decision-making from data. Identify and address root causes to lead to sustainable improvement. Act as a champion for continuous improvement utilizing the Cleveland Clinic Improvement Model. Manage stakeholder relationships, project risks and project changes. Lead projects leveraging advanced continuous improvement and project management tools. Research best practices within and outside the organization. Build relationships with project teams, middle management, and senior sponsors. Coach smaller improvement teams to success with their quality improvement projects at the local level. Participate in committees and meetings necessary to drive performance in the assigned scope of the role. Report on medical errors and near misses, as well as corrective actions taken. Oversees the management and use of medical error information.

Requirements

Bachelor's degree in nursing, Healthcare Administration, Business, Engineering, or related field
Certified Patient Safety Professional (CPPS) or Certified Professional in Healthcare Quality (CPHQ) required within one year of hire
Seven (7) years of related experience with safety, quality, patient experience and Performance Improvement program or related healthcare experience
Previous experience in working with Joint Commission, HFAP, CMS (Centers for Medicare and Medicaid: Government agency that provides reimbursement for accredited trainees) surveys process preferably in a leadership/coordination role
In-depth knowledge of patient safety best practices, joint commission standards, and conditions of participation
Ability to communicate and exchange accurate information.
Ability to perform work in a stationary position for extended periods.
Ability to work with physical records or operate a computer or other office equipment.
In some locations, ability to travel throughout the hospital system.
In some locations the ability to move up to 25 lbs.
Follow standard precautions using personal protective equipment as required.

Nice To Haves

Master's degree
Registered Nurse
Healthcare Accreditation Certification Program (HACP) or Certified Joint Commission Professional (CJCP)
Process Improvement Certification preferred: Lean, Six Sigma, etc.
Certified in Infection Control (CIC)
Certified Patient Experience Professional (CPXP)
Clinical experience preferred and will offset three (3) years of experience requirement in SQPE

Responsibilities

Understand and implement elements of performance as outlined by regulations, bylaws, and rules and regulations established by the medical staff.
Act as the primary resource for staff to facilitate overall operations of programs.
Develop meaningful quality assurance activities with clinical leadership to establish when a deviation in standard practice has occurred.
Analyze performance data and participate in improvement strategy development.
Act as a consultant in educating and evaluating clinical and support department staff regarding quality management regulations and standards of care.
Support medical staff quality assurance activities such as peer review, ongoing professional practice evaluation, and focused professional practice evaluation.
Develop and assure processes to monitor performance and identify where intervention is needed.
Incorporate regulatory and accreditation standards into improvement activities around SQPE.
Collaborate on development of required plans such as the performance improvement plan, safety plan, infection control plan, and others as required by governance.
Incorporate enterprise priorities and regulatory requirements and benchmarks ensuring alignment to one standard of care across locations.
Drive continuous improvement activity around quality, safety and patient experience priorities and coordinates improvement projects.
Facilitate dashboard reviews, data analysis and decision-making from data. Identify and address root causes to lead to sustainable improvement.
Act as a champion for continuous improvement utilizing the Cleveland Clinic Improvement Model.
Manage stakeholder relationships, project risks and project changes.
Lead projects leveraging advanced continuous improvement and project management tools.
Research best practices within and outside the organization.
Build relationships with project teams, middle management, and senior sponsors.
Coach smaller improvement teams to success with their quality improvement projects at the local level.
Participate in committees and meetings necessary to drive performance in the assigned scope of the role.
Report on medical errors and near misses, as well as corrective actions taken. Oversees the management and use of medical error information.