Director II - Safety Quality Patient Experience

Join Cleveland Clinic's Main Campus where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation and build a rewarding career with one of the most respected healthcare organizations in the world. 

Cleveland Clinic is focused on reconnecting quality and patient safety with clinical care. This collaboration supports our commitment to quality and patient care, which parallels major healthcare initiatives nationwide. Having always been a strong advocate of informing people about specific data related to finding quality hospital care, we believe that informed patients are able to participate better in their own care. 

A caregiver who excels in this role will:  

• Direct safety, quality, and patient experience (SQPE) across a submarket and serve as the onsite leader for SQPE at the largest hospital within that submarket. 

• Ensure compliance with reporting, accreditation, and governance requirements within their submarket. Enable the STEEEP (Safe, Timely, Effective, Efficient, Equitable, and Patient-Centered) focus on SQPE. 

• Lead submarket and hospital SQPE departments to ensure consistency in application of assurance and improvement processes. 

• Monitor measured outcomes of clinical care activities, identify opportunities for improvement, and lead clinical improvement activities to improve those measured outcomes. 

• Ensure documentation of the results of clinical activities and that their submarket assignments maintain an effective SQPE program.  

• Assist facility leaders across the submarket with survey preparation and management of regulatory or accreditation surveys.   

• Ensure physician-specific quality data is trended and made available for re-credentialing including appropriate communication of provider information across facilities as permitted by data sharing agreements.  

• Coordinate public reporting of quality data and serve as a liaison with reporting agencies.  

• Ensure all required measures are collected, validated for data integrity, and reported to appropriate entities, including any external organizations which Cleveland Clinic has agreed to participate in.  

• Ensure staff development, counseling, performance evaluations, and hiring of positions for all direct reporting areas.  

• Develop, maintain and/or manage policies, procedures and budgets.  

Minimum qualifications for the ideal future caregiver include:  

• Master’s degree OR bachelor's degree and 7 years of relevant, progressive healthcare management experience with full understanding of hospital requirements for SQPE

• Certified Professional Healthcare Quality (CPHQ).  

• Six years of relevant healthcare management experience with full understanding of hospital requirements for SQPE.  

Preferred qualifications for the ideal future caregiver include:  

• Registered Nurse (RN), Certified Patient Safety Professional (CPPS), Healthcare Accreditation Certification Program (HACP) or Certified Joint Commission Professional (CJCP), Certified in Infection Control (CIC), process improvement certification, certified in infection control and/or Certified Patient Experience Professional (CPXP).  

• 403(b) Savings & Investment Plan
• Investment Pension Plan (IPP) 
• Tuition Reimbursement
• Paid Time Off (PTO) 
• Employee Discounts
• Dental and Vision Plans 
• Life Insurance and Disability 

• World Class Service Orientation: Includes attitude, behavior, interpersonal skill, and problem solving that enables employees to positively respond to internal and external customer needs and expectations.
• Adaptability: Includes teamwork and flexibility needed to fulfill job responsibilities including adapting to changes in work environment and accepting supervisory feedback.
• Efficiency and Effectiveness: Includes quantity and quality of desired work and organizational skills necessary to perform successfully.
• Essential Job Requirements: Includes adherence to all relevant policies, procedures, and guidelines affecting the work environment, including maintenance of required competencies and communication skills.
• Managerial Responsibilities: Includes overall accountability for assigned work group relative to operational goals, personnel requirements, and budgetary constraints.
• Note: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification. This description of duties is not intended to be all inclusive nor to limit the discretionary authority of supervisors to assign other tasks of a similar nature or level of responsibility.
• Nodal Connections: Executive Directors of Operations, Senior Directors of Operations, Submarket President, Vice Presidents/Chief Medical Officers, Chief Nursing Officers within their submarket.

• Six (6) years of relevant healthcare management experience with full understanding of hospital requirements for SQPE.

• Required Physical and Environmental Demands: Requires frequent walking from department to department; requires sitting at a workstation or desk; requires standing; work may include occasional pushing and/or pulling, lifting, and carrying objects weighing up to 20 lb., such as files, documents, and computer printouts.
• Work requires finger dexterity and eye hand coordination to operate a computer keyboard at a moderate skill level.
• Working Conditions: Physical Requirements: Sitting: Frequently (34% - 66% of the time) Standing: Frequently (34% - 66% of the time) Walking: Occasionally (1% - 33% of the time) Bending: Occasionally (1% - 33% of the time) the time.
• Mental Demands: Ability to work at a fast pace and to prioritize multiple assignments/projects and respond to numerous requests; ability to resolve conflicts among staff and to work collaboratively with department director, physicians and other members of the healthcare team; ability to ensure operational efficiency; ability to problem solve and make decisions; ability to exercise self-control and tolerate stress when dealing with multiple requests and/or conflicting demands from multiple customers.
• Special Demands: Needs minimal sustained direction in assessing needs, directing staff, and conducting departmental and professional responsibilities; self-starting and self-motivating; working hours may exceed eight hours per day and is based on what is needed to accomplish work at hand. OSHA Category: (for Blood-borne pathogens).
• Minimal or No potential for exposure. Ages of Patients Served: Provides patient care or has patient interaction to all age's specific population of patients.

• Follow Standard Precautions using personal protective equipment as required for procedures.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. 

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster. 

Cleveland Clinic is pleased to be an equal employment opportunity employer.