Safety Quality and Patient Experience Specialist I

Cleveland Clinic · Hillcrest Hospital

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At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

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Join Cleveland Clinic and experience world-class healthcare at its best. Cleveland Clinic Hillcrest Hospital is a proud Magnet Hospital awarded by the American Nurses Credentialing Center, the highest honor an organization can receive for professional nursing practice. Here, you will work alongside a dedicated team of caregivers, receive endless support and appreciation, and build a rewarding career.  

As a Safety, Quality, and Patient Experience (SQPE) Specialist I, you will direct safety, quality and patient experience activities within your scope. You will coordinate improvement initiatives using the Cleveland Clinic Improvement Model and partner with clinical leadership to set objectives and key results. You will model CC Core Values, collaborate with stakeholders to ensure compliance and strong performance across safety, quality, utilization and patient experience metrics and support implementation of requirements from regulatory and accreditation bodies.

A caregiver in this role works Monday through Friday from 8:00 a.m. – 5:00 p.m.

A caregiver who excels in this role will:

• Direct safety, quality, and patient experience work within assigned scope of responsibility. 

• Coordinate and implement improvement initiatives using the Cleveland Clinic Improvement Model. 

• Partner with clinical leadership to set objectives and key results.  

• Model Cleveland Clinic Core Values and behavioral standards.  

• Coordinate with cross functional stakeholders to ensure compliance with all standards and favorable performance on safety, quality, utilization, and experience metrics.  

• Participate in engraining the safety, quality, and experience requirements as outlined by regulatory and accreditation bodies. 

• Manage performance improvement regarding SQPE with all departments providing patient care.  

• Act as an accountable partner for all clinical areas within their areas of responsibility  

• Understand and implement elements of performance as outlined by regulations, bylaws, and rules and regulations established by the medical staff.  

• Act as the primary resource for staff to facilitate overall operations of programs.  

• Develop meaningful quality assurance and improvement activities with clinical and operations leadership to establish when a deviation in standard practice has occurred.  

• Analyze performance data and participate in improvement strategy development.  

• Act as a consultant in educating and evaluating clinical and support department staff regarding quality management regulations and standards of care.  

• Support medical staff quality assurance activities such as peer review, ongoing professional practice evaluation, and focused professional practice evaluation.  

• Develop and assure processes to monitor performance and identify where intervention is needed.  

• Incorporate regulatory and accreditation standards into improvement activities around SQPE.  

• Collaborate on development of required plans such as the performance improvement plan, safety plan, infection control plan, and others as required by governance.  

• Incorporate enterprise priorities and regulatory requirements and benchmarks ensuring alignment to one standard of care across locations.  

• Drive continuous improvement activity around quality, safety and patient experience priorities and coordinate improvement projects.  

• Facilitate dashboard reviews, data analysis and decision-making from data.  

• Identify and address root causes to lead to sustainable improvement.  

• Manage stakeholder relationships, project risks and project changes.  

• Lead projects and facilitate multidisciplinary teams leveraging advanced continuous improvement and project management tools.  

• Coach smaller improvement teams to success with their quality improvement projects at the local level.  

• Report on medical errors and near misses, as well as corrective actions taken.  

• Oversee the management and use of medical error information.  

• Apply the Cleveland Clinic cause analysis process to identify key factors that lead to failures in SQPE.  

Minimum qualifications for the ideal future caregiver include:

• Bachelor’s degree in nursing, Healthcare Administration, Business, Engineering, or related field
• OR five years of related experience with SQPE and performance improvement programs or related healthcare experience  
• One year of related experience with Safety, Quality, Patient Experience, Accreditation, Risk, Clinical, or Continuous Improvement
• Familiarity with basic statistical analysis, CI (Continuous Improvement) tools and change management techniques.
• Understanding of patient safety best practices, joint commission standards, and conditions of participation
• Effective communication skills and ability to collaborate at all organizational levels

Preferred qualifications for the ideal future caregiver include:  

• Master’s degree
• Registered Nurse (RN) 
• Certified Patient Safety Professional (CPPS)
• Certified Professional in Healthcare Quality (CPHQ) (can be accepted in lieu of CPPS)
• Preferred certifications:
  • Healthcare Accreditation Certification Program (HACP) or Certified Joint Commission Professional (CJCP)
  • Process Improvement Certification: Lean, Six Sigma, etc.
  • Certified in Infection Control (CIC)
  • Certified Patient Experience Professional (CPXP)
• Experience in working with Joint Commission, HFAP, CMS (Centers for Medicare and Medicaid: Government agency that provides reimbursement for accredited trainees) surveys process preferably in a leadership/coordination role
• Clinical experience
• Experience in professional practice, FPPE/OPPE, case reviews, etc.

Physical Requirements:

• Ability to communicate and exchange accurate information.
• Ability to perform work in a stationary position for extended periods.
• Ability to work with physical records or operate a computer or other office equipment.
• In some locations, ability to travel throughout the hospital system.
• In some locations the ability to move up to 25 lbs.

Personal Protective Equipment:

• Follow standard precautions using personal protective equipment as required.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. 

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster. 

Cleveland Clinic is pleased to be an equal employment opportunity employer.

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