POSITION SUMMARY
The Senior Director of Quality leads Planned Parenthood of Greater New York’s (PPGNY) clinical quality management program, encompassing patient safety, infection control and patient experience, to support high patient care standards, equitable delivery of care and regulatory compliance. The Senior Director oversees clinical quality improvement initiatives to ensure best practices. In collaboration with the Chief Medical Officer (CMO), the Senior Director plans, implements, and evaluates organization-wide clinical quality activities while leading a culture of patient safety and continuous improvement. The Senior Director is responsible for measuring quality, identifying opportunities and strategies for performance improvement, implementing solutions and monitoring outcomes. The Senior Director supports, promotes and encourages a culture of safety throughout the organization. Reporting to the CMO, this position can be based in any region of the organization and requires minimal travel to other regions.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
- Directs the organization’s system-wide Clinical Quality Management program; creates and directs the program’s annual work plans; identifies areas for and leads quality improvement initiatives; develops, monitors and presents on clinical quality measures; reports quality outcomes to stakeholders including PPGNY staff, senior leadership, and the PPGNY Board of Directors; maintains department policies and procedures.
- Ensures organizational adherence to all local, State, Federal, PPFA accreditation and other regulatory requirements pertaining to clinical quality.
- Organizes and leads meetings of the internal Patient Safety and Quality Committee; makes recommendations to the committee based on best practice and current regulatory standards; collaborates with the Chief Medical Officer (CMO) on presentations to the Patient Safety and Quality Committee of the Board.
- In collaboration with CMO, oversees the organization’s management of clinical incidents; reviews and analyzes incidents for risk and adverse event identification; oversees and leads the Root Cause Analysis (RCA) program; oversees and monitors follow up of incidents and corrective action plans.
- Collaborates cross-departmentally to develop and maintain policies and procedures pertaining to quality oversight of key clinical areas including infection control, laboratory processes and medication management; oversees infection prevention program.
- Oversees the organization’s approach to patient experience; reviews and analyzes customer feedback from multiple sources to identify trends; creates and presents reports to stakeholders; develops and promotes a standardized interdisciplinary approach to addressing patient complaints.
- Oversees and conducts required and ad hoc internal audits; participates in Planned Parenthood Federation of America (PPFA) accreditation processes and Department of Health (DOH) site visits; creates, monitors, and reports on corrective action plans related to internal audits, oversight visits and RCA processes.
- Maintains an awareness of trends in the quality improvement, patient experience and patient safety community and applies this to the organization; recommends interventions to enhance the safety and experience of patients, staff, and the organization; engages in continuous quality improvement processes and makes applicable recommendations for process, system, and operational changes to improve quality.
- Serves as an internal consultant to leadership and staff in the areas of regulatory, process improvement, and performance monitoring; provides in-service education and training to staff in the areas of patient safety, quality improvement, and Just Culture.
- Collaborates with health information management staff to establish operational performance measurements and the monitoring of key performance trends.
- Actively engages in and represents PPGNY in Affiliate Risk Management (ARMS) and PPFA’s Quality initiatives and committees; leads implementation of PPFA and ARMS initiatives at PPGNY.
- Performs other duties as assigned.
CORE COMPETENCIES
- A demonstrated commitment to PPGNY’s mission related to bodily autonomy, health equity, and gender and racial justice
- A demonstrated commitment to learning about and enhancing practices related to racial equity and its impact on healthcare systems.
- Strong relationship building and communication skills, including an ability to work and build trust across cultural differences related to related to race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and to reflect on one’s personal identity with humility
- Ability to manage and mentor a culturally diverse team, including creating and sustaining an organizational culture that fosters inclusiveness and equity, and providing positive and developmental feedback and accountability related to practices including but not limited to equity
- Ability to provide compassionate, non-judgmental and culturally responsive care across race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and demonstrates deep sense of accountability to patient experience
REQUIRED SKILLS/ABILITIES:
Interpersonal
- Excellent customer service and communication skills
- Ability to remain focused and calm in stressful situations
- Excellent interpersonal and verbal skills
- Superior oral and written communication skills
- Ability to develop and maintain effective, professional relationships with internal and external stakeholders
- Ability to work effectively as part of team
- Ability to work with multiple stakeholders
Technical
- Strong data management, analysis and presentation skills
- High degree of comfort with electronic health record and Microsoft Office Suite
- Experience in the use of spreadsheets for data management and display
- Strong organizational skills
- Ability to prioritize workload to meet deadlines
- Ability to develop policies and procedures
- Knowledge of quality and process improvement techniques, design, and integration
- Strong project management skills
Subject Matter Knowledge
- Familiarity with principles of process improvement
- Familiarity with the principles of Just Culture
- Sound understanding of financial and budgeting processes
- Knowledge of local, state and federal regulations related to health care quality management
- Familiarity with HEDIS, incident reporting systems and data analysis
- Maintenance of professional growth and development through continuing education, including participation in conferences, workshops, and professional affiliations
Work Habits/Attributes
- Willingness to function as a role model and educator.
- Keen attention to detail.
- Excellent organizational skills.
- Outstanding time management skills, including the ability to work under deadline.
- The ability to produce high quality work in a fast-paced environment with changing and/or competing priorities.
- Ability to exercise sound judgment and independent decision-making skills.
- Ability to produce reliable, high quality work with minimal direct supervision.
- Ability to exercise discretion in the handling of confidential information.
- Comfort making data-driven decisions.
- Ability to make strategic decisions.
- Ability to work a flexible or extended schedule, including evenings and weekends, as operational demands require .
- Well-developed problem-solving and critical thinking skills.
- Comfort making sound strategic decisions in the face of uncertain or incomplete information.