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About the Role

The Director of Quality and Patient Relations is responsible for designing and implementing a patient relations advocacy program, managing incident reporting, and overseeing the Behavioral Health Quality program. This leadership role involves serving as a role model, driving improvements aligned with strategic priorities, and fostering a positive culture committed to patient care and regulatory compliance.

Responsibilities

• Serves as the designated hospital patient advocate.
• Manages the patient complaint process in alignment with federal and state guidelines.
• Evaluates service quality through patient experience surveys and satisfaction data analysis.
• Identifies and facilitates improvements in patient experience.
• Manages all aspects of reportable incidents, including responding to regulatory complaints and facilitating investigations.
• Develops corrective action plans and conducts Root Cause Analyses.
• Notifies programs of all incidents.
• Responsible for all death reporting.
• Manages reporting, investigation, and evaluation of Abuse and Neglect allegations.
• Coordinates 72-hour reclassification of incidents.
• Coordinates and ensures compliance with regulatory reporting requirements (CMS, The Joint Commission, etc.).
• Performs HBIPS reporting.
• Completes the Behavioral Health scorecard, benchmarks, and analyzes areas for improvement.
• Analyzes occurrence reports, complaints, and grievances.
• Manages PSYCKES readmission indicators.
• Identifies and facilitates improvements in Behavioral Health Quality scores.
• Serves as Behavioral Health Security Manager for the Health Commerce System and OMH/MHPD roles.
• Administers the organization's language access program, including translator certification and language line administration.
• Serves as facilitator for Behavioral Health Quality Improvement Committees and teams.
• Creates and presents data for committee and leadership evaluation.
• Represents the organization internally and externally.
• Fosters quality and performance improvement initiatives.
• Serves as a Behavioral Health resource for quality and reportable incidents.
• Ensures effective Behavioral Health accreditation preparation.
• Performs other delegated or required actions.

Requirements

• Bachelor’s Degree or commensurate experience required.
• Master’s Degree in Healthcare specialty preferred.
• Previous managerial experience preferred.
• Competence in Microsoft office products including PowerPoint and Microsoft Excel.
• Familiarity with health care clinical operations in a behavioral health setting.
• Familiarity with regulatory requirements as related to a hospital setting.
• Frequent contact with patients, families and community members.
• Skilled in both written and oral communication.
• Frequent communication with regulatory agencies.
• Ability to regularly lift, carry or push/pull less than 10 pounds.
• Regularly required to perform activities that require fine motor skills.
• Frequently required to perform repetitive motion, hear, reach, sit, and speak.
• Occasionally required to walk.
• Specific vision abilities required include color vision, far vision, and near vision.
• Ability to work in a typically quiet environment.

Skills

• Patient advocacy
• Incident management
• Behavioral Health Quality program management
• Complaint process management
• Patient experience survey administration
• Data analysis
• Root Cause Analysis
• Regulatory reporting
• Behavioral Health scorecard completion
• Occurrence report analysis
• Grievance analysis
• Readmission indicator management
• Health Commerce System management
• Language access program administration
• Translator certification
• Language line administration
• Quality Improvement Committee facilitation
• Data presentation
• Accreditation preparation
• Written communication
• Oral communication
• Microsoft Office Suite (PowerPoint, Excel)

Location

• Harrison, NY

Work Type

• Day Shift

Experience Level

• Managerial experience preferred

Education Level

• Bachelor’s Degree
• Master’s Degree preferred

Salary/Compensations

• $100K-$105K

About the Company

• St Vincent's Hospital Westchester is located at 275 North Street, Harrison, NY.