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Reporting to the Director of Quality Improvement, the Risk Management and Patient Experience Manager oversees the organization-wide Risk Management program and provides oversight, training and guidance to staff to support a patient-centered experience of care.
The Risk Management and Patient Experience Manager develops and maintains systems within the organization to detect, monitor, prevent, measure, investigate, report and manage patient adverse events, incident reports, patient complaints and other indicators of potential patient harm.
This role collaborates with leaders and staff across the organization, and is a role model in team training, change management, and continuous process improvement. The Risk Management and Patient Experience Manager actively leads interventions that reinforce and support a culture of safety and high reliability.
- Serves as the organization’s Risk Manager overseeing and coordinating the identification of risk exposure, assessment, and loss prevention to ensure patient and employee safety.
- Develops and implements the health care risk management program to reduce the risk of adverse outcomes that could result in medical malpractice or other health or health related litigation.
- Maintains the incident reporting processes, including assisting departments with investigation and root cause analysis, and annual reporting of incidents to the Quality Council and Board Quality and Compliance Committee.
- Identifies needs and provides opportunities for staff to acquire and maintain knowledge through training and development programs geared towards Risk Management topics.
- Promotes compliance with internal policies and external regulations regarding areas of risk management responsibility. Proactively recommends appropriate revisions to new or existing policies and procedures to eliminate or reduce risk and to prevent future occurrences.
- Directs ongoing assessments of health center activities to facilitate risk identification, mitigation and risk control. Identifies and advises on risk reduction strategies for areas of highest risk within the health center and sets and tracks progress with organization risk management goals.
- Directs the investigation and root cause analysis of all Sentinel Events and Serious Reportable Events. In collaboration with leadership, disseminates lessons learned and processes improvement plans. Reports events internally and externally, in accordance with organization policy and regulation.
- Together with the Director of Quality Improvement, evaluates risk management and patient safety program for improvement opportunities. Responsible for providing the annual Risk Management report to the Board of Directors.
- Serves as a member of the organization’s Policy and Compliance Committee, Quality Council, and Clinical Committee as a subject matter expert in risk management, Joint Commission and MA DPH compliance
- Keeps abreast of trends in the industry. Participates in annual risk management training, as required by FTCA/HRSA.
- Responsible for the annual Federal Tort Claims Act (FTCA) application process and for ensuring ongoing compliance with related requirements.
- Responsible for the annual Gap Insurance General Liability and Professional Liability policy application. In collaboration with the Compliance Department, engages with insurance broker and malpractice insurance provider to respond to and mitigate identified malpractice related risks.
2. Promotes Improved Patient Experience and Service Excellence throughout the organization
- Oversees departmental patient experience surveys through Press Ganey Associates and The Crossroads Group; oversees HIV patient experience survey.
- Provides leadership with key reports tracking, tabulating, and analyzing patient experience survey data, feedback, and patient concerns. Provides advice and technical assistance in the development and implementation of improvement plans based on patient experience and complaint data.
- Reports patient experience data to Leadership Committee, Quality Council, and the Board Quality & Compliance Committee.
- Responsible for the development and implementation of Customer Service and Continuous Improvement new employee training
- Provides technical assistance and advice to department and organizational leaders in interpretation of survey results and targeting areas for improvement.
- Guides and facilitates patient experience improvement initiatives in partnership with frontline leaders
- Provides Supervision to the Patient Relations Specialist and oversees the Patient Relations reporting systems and function
- Ensures compliance with all regulatory and insurance plan requirements related to patient grievances
3. Enhances Organizational Excellence through ongoing accreditation and regulatory readiness and cycles of continuous process improvement
- Applies Lean/Toyota production system and continuous improvement concepts to improve systems and processes to mitigate risks and improve patient experience.
- In collaboration with the Quality Improvement team, provides training in Lean/Toyota production system and continuous improvement concepts to Fenway Health staff across departments
- Leads improvement teams and initiatives aimed at improving patient safety and service excellence
- In close collaboration with The Director of Quality Improvement and Clinical Leadership, the Risk Management and Patient Experience Manager supports organization-wide survey readiness and participates in the coordination of regulatory agency surveys and visits (TJC, DPH) and develops/monitors action plans in response to opportunities for improvement
- Serves as a role model throughout the organization for excellence in customer service and continuous improvement
4. Meets Agency Participatory Expectation
- Adheres to all agency and departmental policies and procedures
- Adheres to the highest principles of patient and client confidentiality
- Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and informs appropriate staff
- Attends all required meetings, in-services and professional trainings
- Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
- Serves on agency committees and in professional organizations when requested
- Provides input (assist in the development) of the department budget.
5. Perform related duties as required
- Bachelor’s degree in a healthcare or a risk management related field or 5 or more years of healthcare experience including responsibilities within risk management, patient experience and continuous improvement.
- Demonstrated understanding and prior experience with conducting root cause analysis and preventive risk management strategies.
- Proven leadership, communication and training skills; ability to convey understanding of complex issues and facilitate change.
- Minimum 3-5 years experience applying continuous improvement methodologies (i.e. Lean/Toyota production system, Six Sigma, PDSA cycles)
- Excellent verbal and written communication skills
- Ability to work harmoniously and effectively with colleagues, patients, clients and vendors across the spectrum of diversity, including but not limited to race, ethnicity, color, gender identity, sexual orientation, age, socio-economic status, national origin and immigrant status, religious or spiritual identity, disability (physical, mental, emotional and developmental), veteran status, and/or limited English proficiency.
- Willingness to contribute towards Fenway’s efforts in becoming an anti-racist organization and promoting a culture dedicated to ongoing development in service of humility, equity, diversity, inclusion, and belonging, where differences are acknowledged and valued.
- Master’s degree (MPH, MBA, or other related field) preferred
- Knowledge of and ability to apply the principles of risk management in a healthcare setting.
- Strong analytical, and data capabilities; proficient with Microsoft Excel and using data to identify risks and opportunities for improvement
- Ability to interpret and apply federal and state statutes, regulations, accrediting body standards and requirements, and legal guidance, and to develop and implement systems to ensure appropriate management of risk in a complex environment
- Prior experience and understanding of Joint Commission standards and Department of Public Health regulations for Clinics, preferred
- Demonstrated ability to plan and carry out projects or change initiatives of significant magnitude.
We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 12 paid holidays, paid vacation, and more.
LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.