Position Summary: 

The Director, Acute/Provider Quality and Experience oversees ProMedica’s quality improvement and customer service improvement efforts. Actively participates in the creation of a culture that fosters patient and employee safety, risk mitigation, excellent outcomes, continuous performance improvement and patient/employee satisfaction. Develops synergy between risk mitigation and quality efforts. Leads the organization to a higher level of performance in order to meet strategic plans and improve overall performance. Ensures that ProMedica’s quality and customer service strategies are implemented in the system.

ACCOUNTABILITIES

1. Assists VP in the development of quality and customer service plans. Reviews and revises relevant sections of the plan annually. Performs required QM monitoring, tracking, problem investigation and problem resolution. Assures staff participation and compliance with plans.

2. Facilitates CR-RISQS, customer service councils and other councils as needed. Assures appropriate information, reports and records are available to facilitate meeting productivity. Establishes processes for review of cases prior to the meeting, as needed.

3. Utilizes analytics to facilitate data collection, trend analysis data comparisons. Develops process improvement activities with data availability and collection methodology in mind.

4. Ensures timely submission of quality data to applicable quality measurement agencies and regulatory departments. Working in collaboration with the quality analytics team.

5. Align the ProMedica customer service with  changes in Consumerism and utilizing market data and demographics to identify opportunities of improvement and increasing market share while maintaining vendor relationships. 

6. Manages the facilitation of performance improvement efforts to improve quality outcomes and customer service as well as assists in policy development and review.

7. Manages complaint/compliment management system to obtain actionable data from the Voice of the Customer to improve service. Utilizes creative and innovative methods to ensure staff commitment to high quality of service delivery standards and patient/customer satisfaction in every aspect of care. 

8. Evaluates budget and staffing requirements. Monitors department’s financial performance, justifies significant variations, and adjusts activity as indicated to meet budge expectations. Provides for inventory, supply and equipment needs for the department in a cost-effective manner.