Senior Director Market Safety, Quality, Patient Experience

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world. 

The Senior Director of  Market Safety, Quality, Patient Experience, directs safety, quality, and patient experience (SQPE) across all sites of care within their market. Ensures compliance with reporting, accreditation, and governance requirements within their market. Enables the STEEEP (Safe, Timely, Effective, Efficient, Equitable, and Patient-Centered) focus on SQPE. Leads submarket and hospital SQPE departments to ensure consistency in application of assurance and improvement processes. Collaborates with subject matter expert leaders in nursing quality, accreditation, EHS (Environmental Health and Safety), Radiation Safety, Safety, High Reliability, infection Prevention, etc. and market leadership to drive the organization to a consistent approach to being the best place to get care anywhere. 

Implements Cleveland Clinic’s commitment to objectives, key results, and operations management. Monitors, in partnership with the medical staff, the measured outcomes of hospital clinical care activities, identifies opportunities for improvement, and leads clinical improvement activities to improve those measured outcomes. Ensures documentation of the results of clinical activities, ensures that hospital and affiliated ambulatory practice locations maintain an effective quality and safety program.

At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.

Job Responsibilities:

• Directs safety, quality, and patient experience (SQPE) across all inpatient and ambulatory sites of care within their market.
• Ensures compliance with reporting, accreditation, and governance requirements within their market. Enables the STEEEP (Safe, Timely, Effective, Efficient, Equitable, and Patient-Centered) focus on SQPE.
• Leads submarket and hospital SQPE departments to ensure consistency in application of assurance and improvement processes.
• Collaborates with subject matter expert leaders in Nursing Quality, Accreditation, EHS (Environmental Health and Safety), Patient Experience, Radiation Safety, Safety, High Reliability, Infection Prevention, etc. to drive the organization to a consistent approach to being the best place to get care anywhere.
• Implements Cleveland Clinic’s commitment to objective, key results, and operation management.
• Monitors, in partnership with the medical staff, the measured outcomes of clinical care activities, identifies opportunities for improvement, and leads clinical improvement activities to improve those measured outcomes.
• Ensures documentation of the results of clinical activities, ensures that their market assignments maintain an effective SQPE program. 
• Assists market and facility leaders with survey preparation and management of regulatory or accreditation surveys.
• Ensures appropriate responses to quality of care/clinical inquiries from regulatory agencies and/or third-party payers. 
• Ensures practices, structures, and results of all Performance Improvement activities are integrated market wide. 
• Ensures physician-specific quality data is trended and made available for re-credentialing. 
• Coordinates public reporting of quality data and serves as a liaison with reporting agencies. 
• Ensures all required measures are collected, validated for data integrity, and reported to appropriate entities, including any external organizations which Cleveland Clinic has agreed to participate. 
• Ensures staff development, counseling, performance evaluations, and hiring of positions for all direct reporting areas. 
• Develops and maintains policies and procedures for areas of responsibility. 
• Manages the budget for areas of direct responsibility. 
• Facilitates, supports, and organizes process improvement teams and provides staff support services to such teams. 
• Remains current concerning industry-wide, clinical care best practices and evaluations for implementation. 
• Educates Governing Board and hospital administrative staff concerning current trends in SQPE management. 
• Maintains and regularly updates required management plans such as the environment of care, safety, or performance improvement plan, etc. 
• Works with appropriate education staff to ensure that education activities reflect recommendations formulated by process improvement committees. 
• Develops and tracks productivity standards for all direct reports. 
• Ensures education of regulatory standards and compliance by all direct report departments. 
• Other duties as assigned. 

Language:

• English.

Education:

• Master’s degree required.

Certifications:

• Certified Professional Healthcare Quality (CPHQ) required.
• Registered Nurse (RN) preferred.

Other preferred certifications: 

• Certified Patient Safety Professional (CPPS) 
• Healthcare Accreditation Certification Program (HACP) or Certified Joint Commission Professional (CJCP)  
• Process Improvement Certification preferred: Lean, Six Sigma, etc. 
• Certified in Infection Control (CIC) 
• Certified Patient Experience Professional (CPXP) 

Competencies (Complexity of Work):

• World Class Service Orientation: Includes attitude, behavior, interpersonal skill, and problem solving that enables employees to positively respond to internal and external customer needs and expectations.
• Adaptability: Includes teamwork and flexibility needed to fulfill job responsibilities including adapting to changes in work environment and accepting supervisory feedback.
• Efficiency and Effectiveness: Includes quantity and quality of desired work and organizational skills necessary to perform successfully.
• Essential Job Requirements: Includes adherence to all relevant policies, procedures, and guidelines affecting the work environment, including maintenance of required competencies and communication skills.
• Managerial Responsibilities: Includes overall accountability for assigned work group relative to operational goals, personnel requirements, and budgetary constraints.
• Note: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification. This description of duties is not intended to be all inclusive nor to limit the discretionary authority of supervisors to assign other tasks of a similar nature or level of responsibility.
• Nodal Connections: Vice President of Operations, Market President, Submarket Presidents, Chief Nursing Officers, Enterprise Subject Matter Expert Leaders.

Work Experience:

• Eight (8) years of relevant healthcare management experience with full understanding of hospital requirements for SQPE.

Physical Requirements:

• Required Physical and Environmental Demands: Requires frequent walking from department to department; requires sitting at a workstation or desk; requires standing; work may include occasional pushing and/or pulling, lifting, and carrying objects weighing up to 20 lb., such as files, documents, and computer printouts.
• Work requires finger dexterity and eye hand coordination to operate a computer keyboard at a moderate skill level.
• Working Conditions: Physical Requirements: Sitting: Frequently (34% - 66% of the time) Standing: Frequently (34% - 66% of the time) Walking: Occasionally (1% - 33% of the time) Bending: Occasionally (1% - 33% of the time) the time.
• Mental Demands: Ability to work at a fast pace and to prioritize multiple assignments/projects and respond to numerous requests; ability to resolve conflicts among staff and to work collaboratively with department director, physicians and other members of the healthcare team; ability to ensure operational efficiency; ability to problem solve and make decisions; ability to exercise self-control and tolerate stress when dealing with multiple requests and/or conflicting demands from multiple customers.
• Special Demands: Needs minimal sustained direction in assessing needs, directing staff, and conducting departmental and professional responsibilities; self-starting and self-motivating; working hours may exceed eight hours per day and is based on what is needed to accomplish work at hand. OSHA Category: (for Blood-borne pathogens).
• Minimal or No potential for exposure. Ages of Patients Served: Provides patient care or has patient interaction to all age's specific population of patients.

Personal Protective Equipment:

• Follow Standard Precautions using personal protective equipment as required for procedures.

Pay Range

Minimum hourly: $62.91

Maximum hourly: $100.67

The pay range displayed on this job posting reflects the anticipated range for new hires. While the pay range is displayed as an hourly rate, Cleveland Clinic recruiters will clarify whether the compensation is hourly or salary. A successful candidate's actual compensation will be determined after taking factors into consideration such as the candidate's work history, experience, skill set, and education. This is not inclusive of the value of Cleveland Clinic's benefits package, which includes among other benefits, healthcare/dental/vision and retirement.