Patient Safety and Complaints Specialist

MaineHealth | Biddeford, ME

Posted Date 10/11/2019
Description Position Summary

The Patient Safety and Complaints Specialist II will monitor and respond to patient safety events and risk management concerns, submit reports to regulatory agencies as required, debrief and support team members after safety events, analyze relevant data to identify gaps and reduce the likelihood of errors, help managers conduct risk assessments, review and help update relevant organizational policies, educate care team members about patient safety and risk management, and promote a culture of safety across the organization. The Patient Safety Specialist II will work with organizational leadership to assess and improve systems of care delivery, track patient safety indicators reported to CMS and develop plans to address gaps in performance, and represent the organization in state and regional initiatives for improving patient safety. In addition, the Patient Safety and Complaints Specialist II will track and manage patient complaints in a timely and collaborative manner with proper documentation, ensure that patients are kept informed while complaints are processed, work with organizational leadership to assess and enhance the patient and family experience across the continuum of care, and coordinate organization-wide efforts to address salient trends in patient complaints and grievances.

€€Required Minimum Knowledge, Skills, and Abilities (KSAs)
  • Strong critical thinking skills and attention to detail
  • Effective verbal and written communication skills
  • Familiarity with electronic health records preferred
  • Proficiency in Microsoft Office suite or equivalent preferred
  • Knowledge of CMS regulations about patient complaints and grievances preferred
  • Familiarity with clinical quality measurement, national patient safety goals, and performance improvement tools and concepts, e.g., plan-do-study-act, required
  • Familiarity with safety event reporting, safety investigations, claims management, and reporting to regulatory agencies required
  • Associate's degree or equivalent training with at least five years of relevant healthcare experience required
  • Collaborative and team oriented
Job Type
Geographic Region
Maine Beaches

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