Quality Program Coordinator at Partner's Healthcare in Falmouth, Massachusetts

Job Description:

Site: Martha's Vineyard Hospital, Inc.


At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.


At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.



Job Summary
Responsible for supporting the planning, implementation, and monitoring of quality improvement projects. This role involves coordinating various quality initiatives, managing project timelines, and ensuring compliance with healthcare standards and regulations while working closely with clinical and administrative teams to enhance patient care quality, safety, and operational efficiency. Functions as hospital's Patient Family Relations (PFR) lead, responding to patient and family complaints and grievances in accordance with regulations.
Does this position require Patient Care?
No
Essential Functions
-Assists in the planning and execution of quality improvement projects, ensuring alignment with organizational goals and objectives. Coordinates project activities, including scheduling meetings, preparing agendas, and maintaining project documentation.


-Monitors project progress against timelines and deliverables, identifying and addressing any issues or delays.


-Collects, organizes, and analyzes data related to quality measures, patient outcomes, and performance metrics. Supports the development of reports, dashboards, and presentations to communicate project progress and results to stakeholders.


-Serves as a liaison between project teams, clinical staff, and leadership to facilitate communication and ensure project alignment with departmental needs.


-Ensures that quality projects adhere to relevant regulatory requirements and accreditation standards.


-Assists in the preparation of regulatory surveys and audits by compiling necessary documentation and evidence of compliance. Stays informed about changes in healthcare regulations and standards that may impact quality projects.


-Tracks the effectiveness of implemented changes and makes recommendations for further improvements.


-Coordinates hospital's Policy Leadership Committee and is lead for Ellucid Policy Management system.
-Works with patients, families and hospital leadership in acknowledging and responding to patient family complaints in a compassionate, supportive and timely manner.
-Prepares formal correspondence and documentation (both patient-facing and internal), such as letters, messages, and reports, with efficiency and accuracy.
-Fosters teamwork and partnerships between hospital staff, physicians, and department leaders, Quality, Risk, and Compliance to ensure responses are patient/family centric.
-Provides telephone coverage and in-person support of patient and family relations for patients' and loved ones' needs, concerns, or complaints. Conducts rounds with patients, families, and visitors to obtain preemptive feedback regarding the inpatient hospital experience (when appropriate and aligned with hospital safety policies).
-Functions as the civil rights coordinator in receiving and coordinating follow-ups on any civil rights or health equity complaints.
-Documents information regarding patient and/or staff concerns and requests in a confidential department database and disseminates data to appropriate leadership staff for quality assurance purposes.
-Maintains organized and accurate project documentation, including plans, timelines, meeting minutes, and action items.



Qualifications


Education
Associates or Bachelor's Degree required.


Can this role accept experience in lieu of a degree?
No


Experience
Experience in project coordination, quality improvement, or a related role, preferably within a healthcare setting and problem-solving highly complex situations. 2-3 years of experience required.


Knowledge, Skills and Abilities
- Knowledge of healthcare quality measures, regulatory requirements, and accreditation standards.


-Superior organizational, communication, and interpersonal skills.


-Ability to manage multiple projects simultaneously and prioritize tasks effectively.


-Ability to work effectively in a complex environment; ability to use effective judgement and critical thinking skills; ability to problem solve; excellent internal and external customer service.
- Strong organizational, communication, and interpersonal skills.
- Proficiency in project management tools and software, such as Microsoft Project, Trello, or similar platforms.
- Basic understanding of data analysis and reporting tools, such as Excel.
- Familiarity with electronic health record (EHR) systems and healthcare data management.



Additional Job Details (if applicable)



Physical Requirements

Standing Frequently (34-66%)

Walking Frequently (34-66%)

Sitting Occasionally (3-33%)

Lifting Frequently (34-66%)

Carrying Frequently (34-66%)

Pushing Occasionally (3-33%)

Pulling Occasionally (3-33%)

Climbing Rarely (Less than 2%)

Balancing Frequently (34-66%)

Stooping Occasionally (3-33%)

Kneeling Occasionally (3-33%)

Crouching Occasionally (3-33%)

Crawling Rarely (Less than 2%)

Reaching Frequently (34-66%)

Gross Manipulation (Handling) Frequently (34-66%)

Fine Manipulation (Fingering) Frequently (34-66%)

Feeling Constantly (67-100%)

Foot Use Rarely (Less than 2%)

Vision - Far Constantly (67-100%)

Vision - Near Constantly (67-100%)

Talking Constantly (67-100%)

Hearing Constantly (67-100%)

Remote Type


Hybrid



Work Location


One Hospital Road



Scheduled Weekly Hours


40



Employee Type


Regular



Work Shift


Day (United States of America)



EEO Statement:


Martha's Vineyard Hospital, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.




Mass General Brigham Competency Framework



At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline. Apply Now