Manager, Quality and Patient Experience

Careers With Purpose

Sanford Health is one of the largest and fastest-growing not-for-profit health systems in the United States. We're proud to offer many development and advancement opportunities to our nearly 50,000 members of the Sanford Family who are dedicated to the work of health and healing across our broad footprint.

Job Summary

Provide leadership and direction for the quality and patient experience management service to assure the provision of cost effective quality improvement services that are consistent with the vision and mission of the organization. Provide oversight of quality, performance improvement, and patient experience activities. Utilizes knowledge of patient care delivery principles, patient care and experience standards, and quality improvement principles to impact outcomes of care delivery. Demonstrates a familiarity with the electronic medical record (EMR) and thorough knowledge of clinical performance management systems (CPMS). Maintain quality net security access for applicable Sanford facilities for the purposes of data submission. Willing to make data driven, independent and timely decisions when circumstances warrant. Possess the ability to deal effectively with frontline staff, providers, leadership and regulatory agencies. Knowledgeable of nursing and medical practices and procedures. Able to collect and organize detailed information. Willing to seek out new information and knowledge and be willing to embrace new responsibilities and change. Actively participate in tasks force, committees, staff meetings, etc. to assist with the department initiatives, implement goals, and organizational strategies. Measures, monitors and assesses the outcomes of all improvement initiatives. Manages the process in reviewing results of performance assessments and recommends process improvements. Implements established performance improvement policies and trains employees on these policies. Knowledge of improvement management methods, tools, and techniques and ability to create and support an environment that meets the quality goals of the organization. Assist with providing feedback in the collection and preparation of required budget information. Understand the critical components associated and required to achieve intended results and ability to generate consistent approaches for hiring, selection, retaining, and leveraging talent across the department. Assists in the training of new staff members and the development of existing staff members. Trains others on main considerations and issues related to laws and regulations in the implementation of healthcare practices. Collaborate and actively participate in measuring employee performance. Practices positive collaboration and converts difficult interactions into productive ones. Seeks opportunities to help others learn as teacher, coach, and mentor. Possesses the ability to demonstrate interpersonal skills, such as interacting effectively with other health care professionals, physicians, upper-level management, regulatory agency staff, and the general public. Obtains strong communication, facilitation, and presentation skills. Serves as both the subject matter expert on process improvement, patient experience standards, and quality programs and mentor to team members. Expected to dedicate additional time towards Sanford patient safety strategies and culture (SAFE leader trainer, coach trainer, new staff trainer, huddle board lead, etc.) and participate in other development programming.

Qualifications

Bachelor's degree required. Master's degree preferred. Bachelor's degree in business administration, nursing or other healthcare related discipline required. If degree is in nursing, graduate from a nationally accredited nursing program preferred, including, but not limited to, Commission on Collegiate Nursing Education (CCNE), Accreditation Commission for Education in Nursing (ACEN), and National League for Nursing Commission for Nursing Education Accreditation (NLN CNEA). Minimum of five years' experience in quality, patient safety, patient experience, accreditation, infection prevention and / or process improvement works required. Prior history in leadership / management is preferred. Lean Six Sigma Black Belt or Certified Professional in Healthcare Quality (CPHQ) or equivalent preferred. If a licensed registered nurse (RN), currently hold an unencumbered RN license with the State Board of Nursing where the practice of nursing is occurring and / or possess multistate licensure if in a Nurse Licensure Compact (NLC) state. Obtains and subsequently maintains required department specific competencies and certifications. Quality improvement / assurance personnel with nursing backgrounds can maintain their license without seeking additional hours based on role's responsibilities. Other departments may or may not require certifications as directed by department leadership.

Benefits

Sanford Health offers an attractive benefits package for qualifying full-time and part-time employees. Depending on eligibility, a variety of benefits include health insurance, dental insurance, vision insurance, life insurance, a 401(k) retirement plan, work / life balance benefits, and a generous time off package to maintain a healthy home-work balance.