Site: Martha's Vineyard Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary:

Job Description Summary:

Responsible for supporting the planning, implementation, and monitoring of quality improvement projects. This role involves coordinating various quality initiatives, managing project timelines, and ensuring compliance with healthcare standards and regulations while working closely with clinical and administrative teams to enhance patient care quality, safety, and operational efficiency. Functions as hospital's Patient Family Relations (PFR) lead, responding to patient and family complaints and grievances in accordance with regulations.

Does this position require Patient Care? No

Essential Functions:
-Assists in the planning and execution of quality improvement projects, ensuring alignment with organizational goals and objectives. Coordinates project activities, including scheduling meetings, preparing agendas, and maintaining project documentation.
-Monitors project progress against timelines and deliverables, identifying and addressing any issues or delays.
-Collects, organizes, and analyzes data related to quality measures, patient outcomes, and performance metrics. Supports the development of reports, dashboards, and presentations to communicate project progress and results to stakeholders.
-Serves as a liaison between project teams, clinical staff, and leadership to facilitate communication and ensure project alignment with departmental needs.
-Ensures that quality projects adhere to relevant regulatory requirements and accreditation standards.
-Assists in the preparation of regulatory surveys and audits by compiling necessary documentation and evidence of compliance. Stays informed about changes in healthcare regulations and standards that may impact quality projects.
-Actively participates in on site unit-based tracer activities and unit follow-up visits to ensure hospital is in compliance with all applicable regulatory standards.
-Tracks the effectiveness of implemented changes and makes recommendations for further improvements.
-Coordinates hospital's Policy Leadership Committee and is lead for Ellucid Policy Management system.
-Works with patients, families and hospital leadership in acknowledging and responding to patient family grievances and complaints in a compassionate, supportive and timely manner.

• Provides assistance to patients and families with needs or concerns regarding patient rights and responsibilities, responds to patient complaints or concerns in accordance with all federal, state, and local regulatory standards and accreditation requirements for patient complaints and grievances.
  -Prepares formal correspondence and documentation (both patient-facing and internal), such as letters, messages, and reports, with efficiency and accuracy.
  -Fosters teamwork and partnerships between hospital staff, physicians, and department leaders, Quality, Risk, and Compliance to ensure responses are patient/family centric.
  -Provides telephone coverage and in-person support of patient and family relations for patients' and loved ones' needs, concerns, or complaints. Conducts rounds with patients, families, and visitors to obtain preemptive feedback regarding the inpatient hospital experience (when appropriate and aligned with hospital safety policies).
  -Functions as the civil rights coordinator in receiving and coordinating follow-ups on any civil rights or health equity complaints.
  -Documents information regarding patient and/or staff concerns and requests in a confidential department database and disseminates data to appropriate leadership staff for quality assurance purposes.
• Utilizes data management system to meet regulatory requirements for all federal, state, and local regulatory standards and accreditation requirements regarding complaint management and resolution process.
  -Maintains organized and accurate project documentation, including plans, timelines, meeting minutes, and action items.
  -Because this role in an active change management environment, the individual will need to demonstrate flexibility and open mindedness as the contours of this position will actively evolve over time.
  -All other duties as assigned and requested.

Qualifications Education:

Associates or Bachelor's Degree required.

Can this role accept experience in lieu of a degree?
No

Experience:

Experience in project coordination, quality improvement, or a related role, preferably within a healthcare setting and problem-solving highly complex situations 2-3 years required.

• Knowledge, Skills and Abilities
• Knowledge of healthcare quality measures, regulatory requirements, and accreditation standards.
• Superior organizational, communication, and interpersonal skills.
• Ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Ability to work effectively in a complex environment; ability to use effective judgment and critical thinking skills; ability to problem solve; excellent internal and external customer service.
• Proficiency in project management tools and software, such as Microsoft Project, Trello, or similar platforms.
• Basic understanding of data analysis and reporting tools, such as Excel.
• Familiarity with electronic health record (EHR) systems and healthcare data management.

Additional Job Details (if applicable)Physical Requirements- Standing Frequently (34-66%)

• Walking Frequently (34-66%)

• Sitting Occasionally (3-33%)

• Lifting Frequently (34-66%)

• Carrying Frequently (34-66%)

• Pushing Occasionally (3-33%)

• Pulling Occasionally (3-33%)

• Climbing Rarely (Less than 2%)

• Balancing Frequently (34-66%)

• Stooping Occasionally (3-33%)

• Kneeling Occasionally (3-33%)

• Crouching Occasionally (3-33%)

• Crawling Rarely (Less than 2%)

• Reaching Frequently (34-66%)

• Gross Manipulation (Handling) Frequently (34-66%)

• Fine Manipulation (Fingering) Frequently (34-66%)

• Feeling Constantly (67-100%)

• Foot Use Rarely (Less than 2%)

• Vision

• Far Constantly (67-100%)

• Vision

• Near Constantly (67-100%)

• Talking Constantly (67-100%)

• Hearing Constantly (67-100%)

Remote Type
Onsite

Work Location

One Hospital Road:

Scheduled Weekly Hours:

40

Employee Type
Regular

Work Shift
Day (United States of America)

Pay Range
$53,040.00 - $75,888.80/Annual

Grade
5

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement: 1550 Martha's Vineyard Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.