What are the responsibilities and job description for the Quality and Patient Experience Analyst position at Randolph Health?
Provides technical expertise for data collection, validation, and submission for internal as well as external entities including but not limited to CMS (Centers for Medicare &Medicaid Services), TJC (The Joint Commission) and Vendors. Ensure completeness, accuracy and consistency of data and reports. Maintains a high level of data integrity and ensures data is secure. Provides technical expertise for data collection and reporting for internal use, including clinical contract performance metrics and quality dashboards. Analyzes quality data for accuracy and to identify areas for improvement in data throughout the organization, including workflow analysis, process redesign, staff education and process documentation and efficient workflow while maintaining quality patient care and safety. Serve as team lead for CMS and publicly reported data. Assisting with chart review and data abstraction needs for internal and external data needs. Enters data into web-based tools and internal databases from clinical chart abstraction. Abstracts data for internal process review. Generates graphs and charts. Formats clinical documents in Word and Excel and converts documents utilizing data from quality data support vendors. Analyzes data for accuracy and areas of opportunity for improvement in clinical processes. Performs duties as a customer advocate to respond to and coordinate the resolution of patient care issues and concerns. Coordinate survey process for Customer Service & Physician Satisfaction. Works closely with medical staff, physician offices, hospital leadership members and other frontline employees as needed to improve customer service and satisfaction. This position is designed to strengthen, personalize, and enhance relationships between Randolph Health and its patient and physician customers.
Identifies and assists with implementation of best patient experience practices that improve patient safety and supports a strong culture of safety. Assures and assists with overall compliance with Joint Commission National Patient Safety Goals are implemented and monitored for effectiveness.
Knowledge and experience in conflict resolution and crisis intervention required. Independent and analytical thinker who can function effectively in a fast-paced environment, handle multiple tasks and assignments, work through frequent interruptions and make decisions under pressure. Strong oral, written and organizational skills required. Should possess excellent verbal (speaking and listening) and written communication skills. Ability to multi-task with strong organizational skills. Excellent interpersonal skills.
Ability to create enthusiasm and accountability among diverse types of people at all levels of the organization. Ability to translate data and research into action plans. Must be a team builder and consensus builder. Working knowledge of Microsoft Office (Word, Excel, PowerPoint, and Outlook) and database management required. Ability to provide strong leadership to motivate staff and providers to achieve departmental/organizational goals. Knowledge of available relevant internal and external resources that will aid in cost reduction and waste management.
Bachelor’s degree in a business, data, or healthcare-related field required. Master's Degree preferred. Minimum three years’ patient care experience in an acute care setting preferred. Word processing and database management required. Supervisory or project management experience preferred. An understanding of hospital operations is preferred. Experience in complaint/grievance management or consumer affairs preferred
