Specialist II: Quality, Safety and Patient Relations

Pagosa Springs Medical Center•Pagosa Springs, CO

1d•Onsite

About The Position

Pagosa Springs Medical Center (PSMC) is seeking a compassionate and detail-oriented Quality, Safety & Patient Relations Specialist to support our Compliance and QAPI program. This role serves as a vital link between patients, families, leadership, and clinical teams by promoting patient safety, supporting quality improvement initiatives, and assisting with patient relations and service recovery efforts. Responsibilities include coordinating patient safety activities, investigating concerns and events, supporting regulatory compliance, and helping drive organizational performance improvement efforts. This position also supports organizational behavioral health safety initiatives, including participation in PSMC’s HQIP Zero Suicide framework and suicide risk reduction efforts. The ideal candidate is collaborative, analytical, and skilled in communication, conflict resolution, healthcare quality methodologies, and patient safety practices.

Requirements

Associate’s or Bachelor’s degree in Nursing, Healthcare Administration, or related field required
Minimum three (3) years of healthcare experience required
Experience in quality assurance, patient safety, risk management, patient advocacy strongly preferred
Critical Access Hospital or rural healthcare experience preferred
Strong knowledge of QAPI methodologies and patient safety principles
Excellent communication, conflict resolution, and interpersonal skills
Strong analytical and organizational abilities
Ability to manage sensitive situations professionally and collaboratively
Proficiency with Microsoft Office and electronic health records

Nice To Haves

CPHQ (Certified Professional in Healthcare Quality) preferred or willingness to obtain within 1 year of hire
CPSO, CPPS, or similar patient safety certification preferred
Current RN license preferred if applicable

Responsibilities

Serve as a liaison between patients, families, and the healthcare team
Respond to patient concerns, complaints, and grievances promptly and professionally
Support service recovery efforts and promote a patient-centered culture
Collaborate with departments to improve patient experience and satisfaction outcomes
Coordinate and support patient safety initiatives and event investigations
Assist with Root Cause Analyses (RCA) and Failure Mode and Effects Analyses (FMEA)
Utilize reporting systems (including Clarity) for event documentation and follow-up
Monitor compliance with patient safety standards and organizational policies
Support behavioral health patient safety initiatives, including participation in PSMC’s HQIP Zero Suicide framework
Assist with identification, review, and follow-up of suicide risk-related events, near misses, and safety concerns, including coordination of Root Cause Analyses as appropriate
Support Quality Assurance and Performance Improvement initiatives
Collect, analyze, and report quality and patient safety data
Participate in performance improvement projects and committee work
Assist departments with quality metrics, action plans, and improvement strategies
Support compliance with federal, state, and organizational quality requirements
Assist with regulatory readiness and quality reporting activities
Maintain awareness of current healthcare quality and safety standards
Work collaboratively with leadership and interdisciplinary teams
Promote education related to patient safety, communication, and quality improvement
Support a culture of accountability, transparency, and continuous improvement