What are the responsibilities and job description for the Quality Patient Safety Program Manager position at Northridge Hospital Medical Center?
Founded in 1955 Dignity Health – Northridge Hospital Medical Center is a 394-bed acute care nonprofit community hospital located in Northridge California. The hospital offers a full complement of award winning services including the Leavey Cancer Center a cardiovascular center stroke center the Center for Assault Treatment Services a pediatric medical center and the only pediatric trauma center in the San Fernando Valley. As a leading provider of compassionate high-quality and affordable patient-centered care we share a rich legacy with Dignity Health one of the nation’s five largest health care systems. We are part of a 21-state network of nearly 9000 physicians 62000 employees and more than 400 care centers. Visit dignityhealth.org/northridgehospital for more information.
Quality Patient Safety Program Manager - Risk Management
Northridge Hospital Medical Center
We are seeking a dedicated and compassionate Quality Patient Safety Program Manager to join our healthcare team. The Patient Relations Specialist plays a vital role in ensuring a positive patient experience and acts as a liaison between patients, their families, and healthcare providers. The ideal candidate will have excellent communication skills, empathy, and a strong commitment to patient satisfaction
Responsibilities
- Addresses patient concerns/complaints by interviewing patients or their representatives and the staff, investigating, analyzing, and facilitating the resolution of customer complaints and concerns.
- Collaborates with patient care staff to identify and resolve issues early and to the extent possible, at the point of care.
- Conducts follow-up to ensure customer satisfaction and to reduce risk. Reviews patient survey results to identify complaints or problems that require attention.
- Resolves issues before they become major sources of concern.
- Documents complaints, suggestions, and compliments in a timely manner.
- Works with Patient Safety and others to identify and address potential liability issues as well as facilitates resolution of missing property claims.
- Participates in the review, analysis, and evaluation of patient/family service and complaint management data (assigning tasks through electronic system, monitoring completion within guidelines, and appropriate intervention and resolution by managers(s) assigned);
- Recommends innovative solutions to customer service issues including systems problems and gaps in customer relations skills in assigned areas.
- Generates reports for documented complaints and grievances.
Qualifications
- One (1) year healthcare-related quality management/performance improvement experience (e.g., chart audits, PI team member, etc.) and three (3) years clinical experience in an acute care setting.
- Bachelor's degree or five (5) years of related job or industry experience in lieu of degree.
- Certified Professional in Healthcare Quality (CPHQ), or Healthcare Quality and Management Certification (HCQM), or Certificate of Professional Healthcare Quality and Patient Safety (CPQPS) within 2 years of employment is required.
Salary : $47 - $68
