Under the direction of the Vice President and Chief Quality Officer, the Director of Quality and Patient Relations has primary responsibility for the design and implementation of an effective patient relations advocacy program, all aspects of incident management, and the Behavioral Health Quality program.
As a member of the leadership team, serves as a role model and leader to colleagues and staff throughout the organization. Thoughtfully develops and implements initiatives to achieve improvements consistent with hospital strategic priorities. Promotes a culture that is positive, that values individual strengths, and is committed to optimal patient care and compliance with regulatory standards. This position is responsible for direct supervision of the Behavioral Health Quality Coordinator and serves as the facilitator for language access.
Key responsibilities include:- Patient Relations. Serves as the designated hospital patient advocate.
- Responsible for effective management of the patient complaint process in alignment with federal and state guidelines.
- Evaluates the quality of service delivered through administration of patient experience surveys and analysis of patient satisfaction data.
- Identifies and facilitates ongoing improvement in patient experience.
- Incident Reporting. Responsible for all aspects of reportable incidents including responsibility for responding to Justice Center or NYS Office of Mental Health complaints and incidents, facilitating timely and thorough investigations, developing corrective action plans when indicated, and conducting and facilitating Root Cause Analyses when warranted.
- Program notification of all incidents
- Responsible for all death reporting and to the Justice Center.
- Responsible for all aspects related to reporting investigating and evaluating allegations of Abuse and Neglect. This includes scheduling and being present for all interviews.
- Coordination of 72-hour reclassification of incidents.
- Data abstraction and Analysis
- Responsible for coordination and compliance with regulatory reporting requirements (CMS, The Joint Commission etc.).
- HBIPS reporting
- Completion of the Behavioral Health scorecard, benchmarks and analysis of areas for further improvement.
- Analysis of occurrence reports, complaints and grievances.
- PSYCKES readmission indicators.
- Identifying and facilitating improvement in Behavioral Health Quality scores.
- Serves as Behavioral Health Security Manger for the Health Commerce System and OMH/MHPD roles
- Administer the Organization language access program including certification of translators, administration of the language line, and coordination of translation needs by end users.
- Serve as the facilitator Behavioral Health Quality Improvement Committees and teams. This includes the Incident Review Committee and the Behavioral Health Quality Improvement Committee.
- Create and present data needed for evaluation and appropriate action by committees, leadership, and quality improvement teams.
- Represents the organization within and external to the community when required.
- Foster quality and performance improvement initiatives.
- Serve as a Behavioral Health resource for quality and reportable incidents.
- Responsible for effective Behavioral Health accreditation preparation.
- Other actions as delegated or required.
Requirements:- Bachelor's Degree or commensurate experience required.
- Master's Degree in Healthcare specialty preferred.
- Previous managerial experience preferred.
- Competence in Microsoft office products including PowerPoint and Microsoft Excel.
- Familiarity with health care clinical operations in a behavioral health setting.
- Familiarity with regulatory requirements as related to hospital setting.
Other Requirements: - Frequent contact with patients, families and community members
- Skilled in both written and oral communication. Frequent communication with regulatory agencies.
- The employee must regularly lift, carry or push/pull less than 10 pounds.
- While performing the duties of this Job, the employee is regularly required to perform activities that require fine motor skills. The employee is frequently required to do repetitive motion, hear, reach, sit, and speak. The employee is occasionally required to walk.
- Specific vision abilities required by this job include color vision, far vision, and near vision.
- The noise level in the work environment is usually quiet.
Location: St Vincent's Hospital Westchester: 275 North Street, Harrison, NY
Day Shift: 8AM-4PM
Salary Range: $100K-$105K
