Manager, Patient Safety & Experience - Signature Health, Inc.

Manager, Patient Safety and Experience

Are you looking for an organization where you can grow while making a positive impact on people's lives? At Signature Health, our purpose is to provide integrated healthcare for our community specializing in patients with mental illness and/or addiction because we want people to realize their highest potential.  

Our core values are the foundation of who we are: 

• People First mindset where we honor our colleagues and patients 
• Striving for Excellence in our work each day 
• Can Do approach where we roll up our sleeves in response to opportunities and challenges 

In addition to a rewarding career, as a full-time employee, you will have access to the following employer/employee paid benefits: 

Full Time: 

• Medical, Dental, Vision 
• Robust earned paid time off program (PTO) 
• 401k match 
• Various Life Insurance Options 
• Short- and Long-Term Disability (Not applicable for school-based employees) 
• Federal Loan Forgiveness Program (available on eligible on roles) 
• HealthJoy - no cost medical and mental health online resources available Day 1 (coverage extends to family members living in the same household) 
• Tuition & Professional Development Assistance 

If you value the people around you, strive to be the best version of yourself and have a can do mindset, then Signature Health could be the best place for your next career. Read below on how you can make a difference in our community and apply today! 

SCOPE OF ROLE

Reporting to the Director, Clinical Quality, the Manager, Patient Safety and Experience will develop, implement, measure, and monitor strategies and procedures supporting the highest level of patient safety and experience. The Manager, Patient Safety and Experience will gather and integrate data from the incident reporting system, patient experience surveys, patient advisory committees, EHR and business intelligence dashboards, suggestion boxes, grievances, and website feedback.  The Manager, Patient Safety and Experience is responsible for analyzing, summarizing, and presenting clinical and system data to provide recommendations to administrative and clinical leadership regarding Patient Safety and Experience.

HOW YOU’LL SUCCEED:

• Develop and execute comprehensive patient safety and patient experience improvement programs in consultation with Clinical Leadership, ensuring alignment with operational and strategic initiatives and responsiveness to the needs, preferences, and values of patients from diverse backgrounds.
• Provide leadership, consultation and guidance to the Clinical Leadership Team and Executive Quality Council.
• Provide quality improvement management support to the Suicide Prevention Program and associated initiatives.
• Lead Service Recovery program; become agency Client Rights Officer, managing all patient grievances and significant complaints.
• Responsible for monitoring of patient safety events, ensuring prioritization, timely follow-up, documentation, and resolution of incidents.
• Provide analysis, identify trends, and recommend systemic improvements to ensure patient safety.
• Be a patient safety and patient experience expert and collaborate with all levels of leadership, caregivers and providers across the system.
• Produce performance data to support compliance with regulatory and grant reporting requirements.
• Utilize incident reporting and ARHQ patient safety staff survey data to champion Just Culture at Signature Health.
• Design and implement dashboards and scorecards to inform stakeholders and ensure system level standardization, integration, and analysis.
• Maintain effective communication with all team members. 
• Develop cogent clinical quality data, utilizing collaborative design, development, validation and understanding of the performance measure needs, in addition to providing provider adoption support in understanding clinical data outcomes.
• Work collaboratively with the EHR and analytic teams to support system configuration for optimum patient safety and experience.
• Effectively manage a robust patient experience program for all clinical disciplines providing services at Signature Health.
• Compile and analyze patient safety and patient experience results, present data in meaningful and understandable formats for varied consumers.
• Develop and maintain systems for the secure management, dissemination, and storage of patient safety and patient experience data.
• Other duties as assigned.

KNOWLEDGE & EXPERIENCE:

• Ohio RN Licensure required.
• 5+ years’ experience in direct patient care required.
• Experience in patient safety and/or patient experience required. Experience with Press Ganey Patient Experience surveying is preferred.
• Proficiency in analysis tools and all Microsoft Office tools, including Power BI.
• Knowledge of drivers of national quality and patient safety requirements, including but not limited to NAHQ, NCQA, AHRQ, HRSA, CARF, CMS.
• Experience in a Patient Centered Medical Home is preferred. 
• Attain IHI CPPS certification within first two years of employment.

WORKING CONDITIONS:

• Work is normally performed in a typical interior/office/clinical work environment.
• While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.
• Requires periods of sitting, standing, telephone, and computer work. 
• Hearing: adequate to hear coworkers or patients in person, over the telephone or through telehealth technology.
• Speaking: adequate to speak to coworkers or patients in person, over the telephone or through telehealth technology.
• Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.
• Possible exposure to blood borne pathogens while performing job duties.
• Frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.
• Sufficient dexterity to operate a PC and other office equipment.

 This Success Profile is not an exhaustive list of all functions or requirements that you may be required to perform; you may be required to perform other job-related assignments as requested by your supervisor or the company. You must be able to perform the essential functions of the position satisfactorily; however, if requested, reasonable accommodations may be made to enable you to perform the essential functions of this job, absent undue hardship. Signature Health may revise this Success Profile at any time, with or without advanced notice.

All employees of Signature Health are required to comply with the Signature Health Annual Influenza Vaccination Policy. This policy requires employees to obtain an annual flu vaccination. A medical and/or religious exemption may be submitted for review by the Signature Health Review Committee. Exemption requests are not guaranteed to be approved. Signature Health is a drug-free workplace. After receiving a conditional job offer, all applicants must successfully pass a pre-employment drug screen.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) Administrative