Quality Improvement Specialist

Quality Improvement Coordinator

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care.

Supports quality, safety and patient experience initiatives and organizational standards, through the use of data collection and analysis of patient satisfaction reports, patient complaints and service recovery trends, and Patient Family Advisory Council(s) input. Responsible for Quality Division safety, quality, outcome, and satisfaction metrics, reporting, and analysis to support organizational and leadership requirements.

Essential Job Responsibilities

• Participates in training, data entry, data compilation, production of reports in collaboration with the Quality and Risk Department including:
• Patient safety reporting
• Patient satisfaction reporting, with external benchmarking
• Patient input and comment trending
• Clinical outcome reporting, with external benchmarking
• Quality Improvement and Risk Management Committee reporting
• Assists the Quality and Risk Department with the identification of quality and clinical outcome metrics, appropriate tools for data collection, and available reporting to support improvements across Mary Free Bed organizations. Supports the annual quality and safety goals for the organizational, including definitions of goals, identification of baselines, and/or benchmarks. Responsible for compilation and results reporting to provide accurate performance results.
• Assists the Quality and Risk Department with the use of data collection tools, surveys, and audits, used in improvement projects. Supports the need for further improvements needed to enhance the availability of usable data including survey format revisions, technology requirements/changes/ products and the education of users.
• Monitors and reports trends in outcome result and tracks action plans with program and department leadership.
• Assists the Quality and Risk Department with literature review, knowledge transfer, and implementation of systems for all new regulatory reporting (i.e., IMPACT, QRP, etc.).
• Assists with the Mary Free Bed network/system site data submission for patient safety, patient satisfaction and clinical and functional outcomes as appropriate.
• Supports improvement planning, improvement initiatives, and results analysis for MFB organizations to guarantee Mary Free Bed's inspirational, highly reliable, high quality and safe culture.
• Supports (and is cross-trained) in patient complaints and grievances, including communication and coordination of service recovery efforts with patients, families, and team members. Functions as Patient Advocate, as needed, beyond Care Manager advocacy.
• Supports, and participates under guidance of the Director of Quality and Risk, training opportunities and workflows for customer services, improvement processes and tools, regulatory program requirements and risk reduction activities.
• Assists with compliance in hospital wide accreditation and regulatory programs including CMS, The Joint Commission, CARF, HFAP if applicable.
• Assists the Quality and Risk Department with performance improvement initiatives using tools such as PDSA, FEMA, Root Cause Analysis, and process mapping.

Customer Service Responsibilities

Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.

Responsibilities in Quality Improvement

Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.

Essential Job Qualifications

• Bachelor's Degree in Business, Healthcare Administration, Hospitality, or Allied Health area.
• College coursework and/or experience in healthcare, data management, quality, clinical outcome reporting, and/or customer service industry.
• Minimum 3 years previous work experience in a data management or administrative coordinator role.
• Demonstrated organizational skills to manage multiple projects simultaneously, with exceptional accuracy and attention to detail.
• Competent language and grammar skills with the ability to compose, edit, and proof minutes, letters, and other correspondence.
• The competence to make independent decisions as well as preserve the confidentiality of special matters; demonstrated experience in problem solving and critical thinking.
• Advanced competency with Microsoft Office applications, Adobe, Share Point, and databases.
• Experience in compiling and presenting data in meaningful formats.
• Energetic, positive, collaborative "can-do" attitude and work style.
• Experience in working with people of all backgrounds.

Preferred Job Qualifications

• Experience with patient satisfaction surveying and reporting / Press Ganey
• Experience with eRehab, UDS, FIM and WeeFIM data and reporting
• Experience with Incidence / Occurrence system / RL6
• Experience with employee learning modules / Health Stream system
• Experience with EQUADR, NDNQI, NSHN
• Experience with process mapping

Physical Requirements for Essential Job Qualification

Levels :

• None (No specific requirements)
• Occasionally (Less than 1/3)
• Frequently (1/3 to 2/3)
• Majority (More than 2/3)

Remain in a stationary position: Majority

Traverse or move around work location: None

Use keyboard: None

Operate or use department specific equipment: None

Ascend/Descend equipment or ladder: None

Position self to accomplish the Essential Functions of the role: None

Receive and communicate information and ideas for understanding: None

Transport, position, and/or exert force:

Up to 10 pounds: _____

Up to 25 pounds: _____

Up to 50 pounds: _____

Up to 75 pounds: _____

More than 100 pounds: _____

Other weight: Up to 35 pounds Occasionally

Other: Able to work in front of crowds as a representative of Mary Free Bed

Consistent with the Americans with Disabilities Act (ADA), it is the policy of Mary Free Bed Rehabilitation Hospital to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Talent Acquisition team at View email address on click.appcast.io.

Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability or other legally protected characteristic.