Lead Acute/Provider Quality and Customer Service - Bay Park - Quality Management

As the Quality and Customer Service Lead, you create, implement, and maintain a vision and plan for improving quality clinical outcomes in collaboration with other leaders and teams. 

You lead quality improvement initiatives impacting key performance indicators and coordinate quality improvement efforts. 

In this role, you provide leadership and supervision for system wide quality resource and customer service activities. 

The above summary is intended to describe the general nature and level of work performed by the positions. It should not be considered exhaustive.   

REQUIREMENTS 

• Education: Bachelor’s degree in healthcare related field. 

• Skills: Quality improvement and overall quality concepts. Including, but not limited to, HRSA regulations and expectations, CMS, VBP, Press Ganey, NDNQI, MBSQIP, NSQIP, Vizient and other federal, state, and local reporting registries and agencies. Must have a strong knowledge of nurses and governmental quality indicators. Must be able to perform primary research including ability to input and retrieve information from the Internet and hospital computer systems, work with Microsoft Word, Work, Outlook, and Excel, manuals, government documents, library, and textbooks, and operate telephone and pager. Must have ability to think in terms of systems and lead systems, to understand the variability of work in planning and problem solving, and to understand and demonstrate quality improvement tools. Must show ability to lead teams, manage conflict, build consensus, and negotiate effectively. Must have working knowledge of medical staff working practices and the ability to analyze and understand statistical data, benchmarking data, and conceptual information. Must have working knowledge of budgeting, financial forecasting, patient care financing, managed care, capitation, conflict management, interviewing skills, and intervention skills. 

• Years of Experience: Minimum 2 years’ experience in acute hospital nursing and 2 years acute care quality management. 

• License: Current RN license in Michigan and Ohio for RNs in the role; Non-nurses this does not apply. 

• Certification: CPHQ within 2 years  

PREFERRED REQUIREMENTS 

• Education: Bachelor’s degree in healthcare related field.