Schedule:

Full time

Shift:

Day (United States of America)

Address:

601 E ROLLINS ST

City:

ORLANDO

State:

Florida

Postal Code:

32803

Job Description:

This position serves as the Division's centralized operational lead responsible for governance, coordination, and oversight of high-risk patient allegations and sensitive organizational investigations involving team members, patients, visitors, providers, and external agencies. The role provides enterprise risk, case, and legal management by ensuring complex cases are appropriately triaged, coordinated, documented, escalated, and resolved through collaboration with Risk Management, Security, Human Resources, Employee Relations, Legal, Patient Experience, Clinical Operations, Communications, and external partners. It does not replace or assume the independent investigatory, clinical, human resources, legal, or regulatory responsibilities of participating department. This position establishes standardized risk processes, drives enterprise consistency, supports executive decision-making through reporting and trend analysis, and advances continuous process improvement related to high-risk organizational events. The role also serves as an operational liaison to the Division Workplace Safety Governance Council.

• Serves as the centralized operational lead and primary point of coordination for division-sensitive allegation cases involving allegations of patient abuse, misconduct, theft, neglect, behavioral concerns, criminal allegations, or other high-risk incidents.
• Coordinates multidisciplinary case response activities across Security, Risk Management, Employee Relations, Legal, Clinical Operations, Communications, and executive leadership.
• Oversees enterprise case governance processes to ensure investigations are progressed, documented, escalated, and resolved in a timely and consistent manner.
• Facilitates case review meetings, establishes investigation timelines, monitors action items, removes operational barriers, and escalates unresolved concerns to executive leadership as appropriate.
• Coordinates interactions and communication processes involving external law enforcement agencies, regulatory entities, attorneys, and investigative partners as appropriate.
• Develops standardized intake, triage, escalation, documentation, and closure processes for division-sensitive cases.
• Oversees enterprise case tracking systems and reporting tools to ensure accurate documentation, status visibility, trend analysis, and leadership reporting.
• Identifies systemic operational, behavioral, communication, or process vulnerabilities contributing to repeated allegation trends and collaborates with leaders to implement mitigation strategies.
• Develops executive-level summaries, dashboards, trend analyses, and after-action reports related to enterprise-sensitive cases and investigation outcomes.
• Collaborates with organizational leaders to ensure response activities align with regulatory expectations, organizational policies, patient safety standards, and legal guidance.
• Maintains strict confidentiality and ensures appropriate handling of sensitive organizational, employee, patient, and legal information.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities:

• Extensive knowledge of healthcare investigations, risk management principles, patient safety practices, and regulatory requirements associated with healthcare operations. [Required]
• Strong understanding of multidisciplinary investigation processes involving Risk Management, Security, Human Resources, Legal, Compliance, and operational leadership. [Required]
• Demonstrated ability to coordinate complex, high-risk, and time-sensitive investigations involving multiple stakeholders and competing priorities. [Required]
• Demonstrated ability to exercise independent judgment in highly sensitive situations involving executive leadership, reputational risk, patient safety, regulatory exposure, or litigation risk. [Required]
• Strong organizational, project management, and case management skills with the ability to manage multiple active investigations simultaneously. [Required]
• Excellent verbal, written, facilitation, and executive communication skills. [Required]
• Ability to exercise sound judgment, maintain confidentiality, and manage sensitive situations with professionalism and discretion. [Required]
• Strong analytical, critical thinking, conflict resolution, and problem-solving skills. [Required]
• Ability to establish effective working relationships with leaders, providers, attorneys, investigators, law enforcement, and operational teams. [Required]
• Experience developing standardized workflows, escalation pathways, and operational governance processes. [Required]
• Knowledge of healthcare regulatory agencies, accreditation standards, and reporting obligations related to patient allegations and investigations. [Required]
• Proficiency in Microsoft Office Suite and case management/reporting systems. [Required]
• Experience with incident reporting and case management platforms such as Origami or similar systems. [Preferred]
• Experience facilitating root cause analyses, after-action reviews, or serious event investigations. [Preferred]
• Familiarity with trauma-informed communication and de-escalation principles. [Preferred]

Education:

• Bachelor's [Required]
• Master's [Preferred]

Field of Study:

• in Healthcare Administration, Criminal Justice, Business Administration, Public Administration, or related field.

Work Experience:

• 7+ years of experience in healthcare [Required]
• 5+ years of experience coordinating complex investigations, critical incidents, enterprise-level case management activities, or multidisciplinary operational response activities [Required]
• 3+ years of leadership, program management, or cross-functional operational oversight experience [Required]
• Experience interacting with external law enforcement, regulatory agencies, or legal counsel [Preferred]
• Experience in large, matrixed healthcare systems [Preferred]

Licenses and Certifications:

• Certified Professional in Healthcare Risk Management (CPHRM) [Preferred] OR Certified Professional in Patient Safety (CPPS) [Preferred] OR Professional Certified Investigator (PCI) [Preferred] OR Certified Compliance & Ethics Professional (CCEP) [Preferred] OR Six Sigma Green Belt Certification (CSSGB) [Preferred]

Physical Requirements: (Please click the link below to view work requirements)
Physical Requirements - https://tinyurl.com/23km2677

Pay Range:

$111,800.00 - $207,979.20