Manager, Patient Experience & Peer Review, Infection Prevention Coordinator at Emerson Hospital – Concord, Massachusetts

Job Summary

Under the supervision of the Director of Infection Prevention, Clinical Compliance and Patient Safety, the Manager: Patient Experience and Peer Review & Infection Prevention Coordinator (PEPRIC) works closely with the Manager, Med Staff Peer Review and Risk Management. The PEPRIC Manager serves as the lead internal patient experience consultant for all Emerson Hospital healthcare personnel. They perform a wide variety of functions designed to implement, coordinate, and maintain the integrity of the Patient Experience program. All duties will be performed in a manner that promotes teamwork and reflects the mission and vision of the hospital and the department.

Acting as Patient Advocate, the PEPRIC Manager oversees the process for daily review and triage of all event reports related to complaints and grievances logged within the safety reporting platform as well as those generated by phone call or direct conversation. The Manager facilitates investigation of events and the development of corrective actions and monitoring plans and completes documentation of these actions for high reliability quality/safety improvement and to support regulatory patient disclosure and follow up.

The PEPRIC Manager additionally performs functions to support the Risk Management and Medical Staff Peer Review processes within Emerson Health.

Acting as Infection Prevention Coordinator, the PEPRIC Manager participates in establishing, implementing and evaluating the standard of care for infection prevention and control activities to include compliance with The Joint Commission, Centers for Disease Control and Prevention and other regulatory agency standards.

Minimum Qualifications:

• Education
  • Graduate of an accredited Bachelor of Science program preferred.
  • BSN strongly preferred.
  • Evidence of continuing education or master’s degree preferred.
• Experience
  • Previous experience in a healthcare organization with at least 3 years related to implementation of improvement methodologies and data management.
  • Familiarity with healthcare federal and state law/regulations preferred.
• Licensure and/or Certification
  • Certification in risk management or patient safety preferred
  • Current license as a registered nurse preferred.
  • Current CIC certification required or obtained within 6 months of hire.
• Skills
  • Strong written and verbal communication skills and exemplary conflict resolution skill set
  • Detail Oriented
  • Ability to manage data and generate reports
  • Knowledge of statistical processes and measurement techniques
  • Ability to work independently and facilitate teams
  • Organizational skills
  • Management skills
  • Presentation skills
  • Excellent customer service skills
  • Experience in leading by influence and ability to inspire others
  • Proven problem solving, process improvement and project management skills
  • Able to read, write, and communicate in English
  • Computer skills appropriate to position
  • Ability to maintain confidential information