CSR Consultant - The Joint Commission

GENERAL SUMMARY 

Provides on-site education and training to healthcare organizations to assist in survey preparation and in improving quality of patient care. Acts as a liaison between health care organizations and Joint Commission and ensures that customer inquiries are answered timely and appropriately.  Works with JCR central office to generate sales leads and pursues follow-on consultation business.

PRINCIPLE DUTIES AND RESPONSIBILITIES 

• Oversees the continuous service readiness (CSR) program's deliverables as specified in the contract and ensures that they are carried out according to contract terms.
• Provides on-site training and education to healthcare organizations emphasizing practical approaches to standards compliance. Establishes a consultative relationship with CSR customers that is customer service focused.
• Assist participating organizations in the evaluation of their performance improvement process and use of performance measures, risk-reduction strategies, sentinel events, and root cause analysis and provides technical expertise. 
• Responds to customer phone and e-mail inquiries regarding, standards compliance, survey process, survey eligibility, and pre-post survey issues. Available to customers via telephone, fax, and e-mail at all times.  Acknowledges receipt of customer inquiries within 24 hours.
• Assists in the development of annual budget and planning activities.
• Assists the client to conduct self-assessments of their organization, subsequently works with client to develop action plans for improvement and provides education and training to support action plan. Provides education and training, as requested, in follow-up to TJC survey recommendations.
• Develops and implements strategies to increase sales of Joint Commission Resources products and services including CSR, JCR consultation, education programs, and publications. Also implements plans to increase the number of accredited organizations within a designated region.
• Coordinate program's Users Advisory Board meetings with state association sponsor, if applicable. Prepare and present reports for such meetings.
• Design, plan, coordinate, facilitate, develop content, and serve as faculty for CSR education programs with collaboration of state hospital association liaison, if applicable. This includes audio/video conferences, educational conferences.
• Assists in promoting the CSR program by speaking at state association and other regional conferences. 
• Participates in strategic planning, product redesign, and other performance improvement activities which supports CSR deliverables.
• Participates in the training and proctoring of new CSR consultants when needed.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED 

• The level of knowledge and experience equivalent to that ordinarily acquired through completion of a master’s degree in health care or a related field.
• Ten years overall experience. Seven to ten years of progressively more responsible management experience in integrated health care systems or managed care organizations.  Knowledge of principles and current practices in business and healthcare administration including sales, marketing, budget, and financial management.
• Extensive knowledge of current The Joint Commission (TJC) standards, performance improvement, and survey process. A minimum of 6 months surveyor experience preferred. 
• Excellent communication skills exhibited through professional involvement in leadership roles, teaching and speaking engagements, consulting, or relevant publications.
• The written and verbal communication skills necessary to effectively present information and ideas to large and small audiences relating to TJC corporate initiatives, standards compliance techniques, etc.
• Excellent teaching, consultative, and interpersonal skills necessary to interact with others at all levels of organization. Ability to establish and maintain cooperative working relationships with executive leadership from state hospital and healthcare associations.
• Computer proficiency. Proficient with Word, Excel, PowerPoint, and TEAMS.
• Up to ninety (90%) percent travel required. Travel extensively, including possible travel on weekends, at all times of the day/night, and sometimes without prior notice. Travel by automobile and on airplanes of all sizes, and travel in all weather conditions.  CSR Consultants must be able travel to all types of airports and in whatever type of ground transportation is necessary to enable them to timely perform their duties. CSR Consultants work with clients to develop their own schedule that meets client needs.  Must be autonomous and accountable.
• Must be able to transport computer and necessary supplies to multiple sites in a timely manner. Must be able to drive a motor vehicle in all reasonable climates/conditions. Ability to lift 25 pounds, climb stairs and ladders, and work in settings in which infectious diseases may be present.
• The level of knowledge and experience equivalent to that ordinarily acquired through completion of a master’s degree in health care or a related field.

This job description is intended to describe the general nature and level of work performed by an employee assigned to this position.  The description is not an exhaustive list of all duties, responsibilities, knowledge, skills and abilities, and working conditions associated with this position.   All requirements are subject to possible modification and reasonably accommodate individuals with disabilities.