Director of Quality and Patient Experience

Department Operations: Plan, monitor and evaluate activities, assignments and equipment consistent with established procedures and good patient care/customer service, including establishing department scope of service.
Conduct staff meetings and periodic in-service and educational opportunities for staff a minimum of six times a year.
Interview and select qualified candidates consistent with HR policies and procedures.
Monitor and coach employees for maximum performance utilizing appropriate corrective action plans as necessary to improve performance/behavior deficiencies.
Develop and monitor goal results, following the organization’s PDSA process.
Develop and submit reports and forms on time (e.
g.
reports, orientation checklists, performance evaluations, financial reports, and 90-day action plans).
Fiscal Management: Prepare and submit budget, financial and capital expenditures within established guidelines.
Monitor department-specific reports/results (e.
g.
responsibility, productivity, labor distribution) and manage budget successfully.
The QD will lead and work closely with other Department Leaders for Patient Experience needs.
Other duties as assigned.
Interpersonal Relations: Utilize and encourage a variety of communication means, both written and verbal, to facilitate positive interaction and information sharing.
Promote and support an environment for high morale, teamwork, and cooperative spirit.
Follow established complaint resolution procedures (e.
g.
Grievance/Dispute Resolution, Patient Relations).
Actively participate and contribute on various committees, teams and task forces.
Performance Improvement: Establish and monitor quality standards and controls.
Follow Plan-Do-Study-Act process for performance improvement, which includes identification of barriers and contingency plans.
Assess patient/customer needs in relation to the mission, vision, values and strategic plan.
Plan and set goals, soliciting staff input to facilitate buy-in and understanding.
Compliance: Work closely with the Risk/Regulatory Manager for accreditation requirements.
Develop, review, update, and enforce policies and procedures to reflect compliance with standards of care, Medicare (CMS), Medicaid, The Joint Commission, and other Federal and State compliance to regulations/requirements.
Review and follow-up on incident reports and complaints.