JOB SUMMARY

Directs the hospital wide Quality, Safety and HRO initiatives. Serves as the lead and coordination efforts for our quality programs, high reliability journey, safety behaviors, and patient experience. Monitors experience scores and assists the VP and hospital leadership in the planning and implementation of tactics, methods and work plans. Identifies areas of opportunity for improvement, champions the development of policies and procedures. Assists leaders in the management and follow up of the patient/family grievance process and ensures timely responses while identifying trends; will serve as an electronic incident reporting administrator. Serves as an internal consultant in education and training for HRO behaviors and encourages employee recognition and engagement. In collaboration with leaders, mentors and grows the safety coach program. Represents NBIMC & CHoNJ as the liaison for quality and experience system meetings and strategies.

JOB QUALIFICATIONS

A minimum of a bachelor's degree, Master's degree preferred with at least five years experience in nursing within the hospital setting. Experience with quality improvement, quality management, NJDOH patient safety reporting and HRO behaviors, CPHQ or CPPS preferred, or achieved within two years of hire.

JOB SPECIFICS

• Patient experience Maintains positive relationships with all patients, employees, physicians, visitors, and guests Utilizes a variety of feedback to improve processes and services to meet and exceed customer needs Uses sound employee relations practices and maintains high levels of visibility and accessibility Follows through on all customer requests and inquiries in a timely fashion. Makes recommendations to Senior Team regarding improvement strategies through program development Quality Management Utilizes principles of CQI in all work situations. Seeks feedback and recommendations from others to improve quality, processes and services. Contributes to improving quality services and productivity (takes the initiative to continually evaluate one’s work, report problems, suggest solutions and try new ideas) Plans and conducts meetings with department leaders to review trends and strategies to improve patient and employee experience. Assumes role as lead for all RCA and ACA work and partners with Medical Staff Office in the peer review process. Safety Together: Provide expert knowledge, leadership and mentoring in patient safety & quality initiatives utilizing safety and high reliability science. Strategize with personnel at all levels to develop and coordinate patient safety programs. Provide coaching and hands-on support of quality and safety strategies. Sustainability Determines priorities and organizes work and time to meet them. Follows sound employee retention techniques; tactfully and diplomatically interacts with others and resolves conflicts effectively Demonstrates cultural competency and ability to maintain a diverse workforce Execution Completes tasks and assignments in a timely, accurate and efficient manner. Remains positive and focused despite obstacles and setbacks. Demonstrates a sense of urgency in completing assignments. Organizes multiple assignments and/or projects simultaneously to accomplish goals.