Contact Center Quality Manager jobs in Victorville, CA

Founded as a faith-based hospital in 1931 by the Sisters of Charity of the Incarnate Word Dignity Health – St. Bernardine Medical Center is a 342-bed acute care nonprofit hospital located in San Bernardino California. The hospital offers a full complement of services including the Inland Empire Heart and Vascular Institute an award-winning orthopedics program surgical weight loss and is an official Neurovascular Stroke Center as designated by ICEMA. The hospital shares a legacy of humankindness with Dignity Health one of the nation’s five largest health care systems. Visit https://www.dignityhealth.org/socal/locations/stbernardinemedical for more information.

The primary function of the Quality/Patient Safety Program Manager is to support, coordinate, and facilitate the quality management (QM), patient safety (PS) and regulatory performance improvement (PI) activities for the hospital and medical staff.  This role also serves as a resource to employees, management, nursing directors, senior management, councils, physicians and teams on quality management activities and will handle patient sensitive and confidential hospital information.

Assists in the design, planning, implementation and coordination of Quality Mgmt., Patient Safety and Performance Improvement activities for assigned hospital and medical staff departments, committees, divisions, service lines and functions. Proactively coordinates and facilitates performance improvement teams to support key initiatives, including but not limited to, activities focused on clinical quality improvement, patient safety and risk reduction, patient experience, efficiency, FMEAS, and root cause analyses and medical staff improvement (e.g. OPPE, FPPE).

Participates in an integral role to ensure compliance with CMS HIQRP/HOQRP, TJC, Leapfrog, etc., data collection and reporting of process and outcome measures. Facilitates development and implementation of data collection tools and processes including the ability to: identify data elements needed to complete appropriate measurement, perform data collection and abstraction per specifications, and validate data prior to submission or preview reports prior to publication.

Facilitates meetings, presents data and reports, identifies key findings and assists with action plans and implementation.

Maintains current knowledge of accreditation and licensing requirements and must be a resource to staff on these regulations in order to improve management of outcomes and ensure compliance. Assists with regulatory readiness and survey preparation activities including mock survey tracers.

Experience - One (1) year healthcare-related quality management/performance improvement experience (e.g., chart audits, PI team member, etc.) and three (3) years clinical experience in an acute care setting.

Education - Bachelor's degree or five (5) years of related job or industry experience in lieu of degree.

Licensure - Certified Professional in Healthcare Quality (CPHQ), or Healthcare Quality and Management Certification (HCQM), or Certificate of Professional Healthcare Quality and Patient Safety (CPQPS) within 2 years of employment is required.