This is a full Time Position split equally between two Locations, Berlin Health & Rehabilitation Center in Barre, VT and Burlington Health and & Rehabilitation Center in Burlington, VT. 

POSITION SUMMARY: The Quality Improvement Manager facilitates and supports the development and implementation of quality initiatives impacting customer experience and satisfaction. This position supports resident advice, center systematic processes, center leadership, region and area management with established guidelines regarding customer service processes and protocols, including but not limited to:

* successful solicitation and response to customer satisfaction feedback

* provision of customer service education

* development of Guest Services care model

* effective and meaningful QAPI processes

* consultation on center-specific issues

* company-wide policy and procedures

* survey issues

* program development

RESPONSIBILITIES/ACCOUNTABILITIES:

Leadership/Administrative

1) Promotes a culture of compassion, understanding of customer experience, and service modalities.

2) Creates an environment that is respectful, team oriented, and responsive to the concerns of staff, residents, families, and friends.

3) Promotes and protects resident rights and the well-being of all residents. Prevents and addresses abuse as mandated by law.

4) Develops and maintains a strong working rapport with intradepartmental personnel within Regions and Division for collaboration, planning, and problem resolution. Exemplifies and promotes interprofessional communication, collaboration, and practice.

5) Manages key ongoing procedures of customer satisfaction survey distribution, data collection and report availability

6) Produces custom reports and analyses as needed to Center, Region and Division leaders

7) Plans, organizes, standardizes, implements, and evaluates comprehensive Customer Service and Quality Programs.

* Assists Centers with identifying care delivery programs to meet the unique needs of residents served.

* Provides direction to facilities relative management of Customer Satisfaction Surveys.

Staffing

1) Works in partnership with Center leadership to recruit, interview, hire, on-board, and evaluate all Guest Services Directors and Coordinators.

2) Participates in on-boarding of Center Executive Directors and Center Customer Excellence teams relative to Customer Service and QAPI.

3) Evaluates Center Customer Excellence QAPI and makes recommendations accordingly in order to support the needs of the patients.

4) Provides oral and written reports/recommendations to Center Executive Directors, Regional, and Divisional Leadership relating to concerns/issues, program implementation, and/or plans of correction.

5) Supports Center teams for survey readiness, as indicated.

6) Provides education for Center/Region/Division team members on processes that may include:

* QAPI

* Customer Service

* Use and Analytics of Quality Reports

* AHCA Quality Awards

* Culture Change

* Other emerging process support

7) Serves as a mentor to staff to develop and provide interventions to address adverse customer relations events that occur.

Communications/Outreach

1) Develops and implements effective formal and informal forums to promote communication.

2) Conducts regularly scheduled meetings with Regional Vice Presidents and Senior Vice Presidents to review region and center specific opportunities.

3) Participates in Region Meetings providing education and support upon request.

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