Coordinator National Quality Programs

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Bachelor's degree in a business or Health Care related field AND two (2) years of professional experience in a healthcare or business setting OR

Associates degree in Health Care related field AND three (3) years of professional experience in a healthcare setting.

PREFERRED QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Master's degree in a business or healthcare related field.

EXPERIENCE:

1. Professional experience at an Academic Medical Center or hospital with greater than 150 beds.

2. Experience working on process and performance improvement activities.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

1. Analyze data and present solutions in coordination with physicians and staff to inform continuous improvement.

2. Submit data, monitor performance, and utilize predictive analysis for benchmarking programs such as but not limited to Vizient Quality and Accountability Rankings, U.S. News and World Report Best Children's Hospitals, etc.

3. Establish effective working relationships with members of the hospital, especially Provider and Nursing staff, Health Information Management, and Enterprise Analytics.

4. Serve on WVUH Hospital or Children's Hospital committees and supply them with data needs and improvement science expertise.

5. Act as local Project Manager of Solutions for Patient Safety implementing strategy, measuring effectiveness, and facilitating improvement teams.

6. Participate in required program calls and national conferences.

7. Serve as educational resource on quality improvement for internal and external audiences by developing educational materials and delivering presentations.

8. Demonstrate appropriate utilization of resources necessary to obtain valid, reliable data.

9. Monitor national quality indicators for coding integrity and improvement opportunity.

10. Utilize software applications for data analysis.

11. Coordinate data from various sources such as, but not limited to, infection control and patient safety to present in a meaningful format

12. Work with leadership teams to inform performance improvement priorities and goal setting.

13. Assist WVU Hospitals' Center for Quality Outcomes and other departments with data pertaining to maternal, pediatric, or other patient populations.

14. Oversee WVU Medicine Children's Mountain ZERO program through data gathering/reporting, analysis, and bundle implementation, if working within the Children's Hospital.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this position, the employee is required to walk and stand for long periods of time.

2. Must be able to lift 30 pounds and must be able to push 50 pounds.

3. Dexterity required to finger, handle, and reach.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS AND ABILITIES:

1. Must be able to build relationships, gain alignment for clinical support, and articulate questions to receive appropriate level of support from supervisors, faculty and staff, and peers.

2. Must possess strong interpersonal skills.

3. Must possess strong computer skills.

4. Must possess the ability to listen as well as communicate information in a clear, courteous, concise, and logical manner.

5. Must possess good decision making, problem solving and analytical skills.

Additional Job Description:

Patient Experience Coordinator (Ambulatory, Surgical, Procedural, Imaging and Emergency Services)

• Serve as the primary patient experience liaison for assigned ambulatory clinics, emergency departments, surgical services, imaging, and procedural areas.
• Monitor and communicate patient experience performance, trends, and opportunities to operational and clinical leadership.
• Review patient feedback, survey comments, complaints, and other experience-related data to identify opportunities for improvement and service recovery.
• Conduct patient rounding and service observations to obtain real-time feedback and identify opportunities to enhance the patient and family experience.
• Travel to assigned clinical locations throughout WVU Medicine as needed to support patient experience initiatives, rounding activities, leadership engagement, and performance improvement efforts.
• Partner with leaders, providers, and frontline staff to develop and implement patient experience action plans and service excellence strategies.
• Provide coaching and consultation related to communication, patient-centered care, service recovery, and patient experience best practices.
• Support implementation of organizational patient experience initiatives, recognition programs, employee engagement activities, and service excellence campaigns.
• Serve as a patient experience resource for assigned departments and participate in interdisciplinary teams focused on improving patient satisfaction and engagement.

Scheduled Weekly Hours:

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Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.