Patient Safety and Experience Manager

Wayne Memorial Community Health Centers is seeking a dedicated Patient Safety and Experience Manager to join our federally qualified health center. This role will champion our commitment to exceptional patient care by developing, implementing, and overseeing comprehensive safety protocols, patient experience initiatives, and compliance programs across our rural healthcare facilities. As our Corporate Compliance Officer, this position will ensure adherence to healthcare regulations and ethical standards while fostering a culture of safety, service excellence, and regulatory compliance throughout the organization.

Key Responsibilities

Compliance

• Serve as the organization's Corporate Compliance Officer, overseeing adherence to all healthcare regulations and ethical standards while developing and maintaining the organization's compliance program, including policies, procedures, and training materials
• Conduct regular compliance audits and implement corrective action plans as needed
• Lead, facilitate, and coordinate the completion of quarterly Federal Tort Claims Act (FTCA) risk assessments, collaborating with cross-functional teams to proactively ensure organizational compliance and risk mitigation. Identify potential liability issues before they escalate, implement preventive measures across all service areas, and take responsibility for the final narrative and documentation submitted to FTCA

Patient Experience

• Lead patient experience improvement efforts by analyzing satisfaction data, identifying trends, and implementing targeted interventions
• Serve as a liaison between patients, families, and healthcare teams to resolve concerns and improve care delivery
• Collaborate with clinical and administrative teams to create a culture of safety, compliance, and service excellence

Patient Safety

• Develop, implement, and evaluate patient safety programs and initiatives that align with regulatory requirements and best practices
• Establish metrics to track patient safety indicators, compliance measures, and experience outcomes through collaboration with the data analyst and other organizational leaders to ensure comprehensive monitoring, meaningful analysis, and data-driven improvement initiatives
• Coordinate comprehensive incident reporting systems and risk management processes across all facilities
• Partner with managers and leadership to review adverse events, near misses, and patient feedback as learning opportunities, identifying underlying factors and collaboratively developing improvement strategies to enhance patient care and prevent recurrence
• Oversee the development and implementation of staff education on patient safety protocols, compliance requirements, service recovery techniques, and patient-centered communication, working closely with the Staff Development RN to ensure comprehensive content and consistent delivery. Lead key training sessions and evaluate program effectiveness through completion metrics and outcome measurements.

Required

• Healthcare experience required
• Bachelor's degree in healthcare administration, nursing, public health, or related field required
• Knowledge of healthcare regulatory requirements and patient safety standards
• Strong analytical skills with experience in data collection, analysis, and performance improvement methodologies
• Excellent interpersonal and communication skills with ability to engage effectively with diverse stakeholders

Preferred

• 3-5 years of experience in patient safety, quality improvement, or patient experience roles
• Experience working in a federally qualified health center (FQHC) or medical office setting
• Background in change management and organizational development
• Demonstrated project management experience with ability to lead cross-functional teams