Patient Liaison SupervisorQuality Analyst

The Patient Liaison Supervisor is responsible for ensuring patients and families receive exceptional support to foster a positive hospital experience. This role includes managing daily operations ensuring team compliance with patient care standards overseeing HCAHPS and Press Ganey responsibilities andcollaborating across departments to enhance satisfaction and continuity of care from admissionthrough discharge.

The Clinical Quality Analyst provides unit leadership and works in partnership with nursing the clinicians the Quality Department the hospital healthcare team and the hospital/system leaders to develop a quality practice setting that supports professional nursing and quality patient care in the Acute PostAcute Area and in the Quality Department.

The Clinical Quality Analyst has crossfunctional skills to work with other departments and leaders must be able to work within deadlines and have the flexibility to support special projects as needed.

Key Responsibilities:

1. Team Leadership and Supervision

• Oversee the patient liaison team providing guidance mentorship and performance feedback.

• Coordinate schedules to ensure sufficient coverage and address any gaps in service.
• Conduct regular meetings with the team to review goals discuss patient care issues and promote a culture of empathy and support.

1. Patient Advocacy and Support

• Serve as the primary contact for patients and families addressing concerns answering questions and facilitating communication with healthcare teams.

• Ensure all patient concerns are resolved promptly maintaining a high level of patient satisfaction and quality care.

• Advocate for patients needs and preferences guiding them throughout their hospital stay and ensuring they feel informed and supported.

1. Quality HCAHPS and Press Ganey Compliance

• Lead the team in meeting HCAHPS and Press Ganey standards ensuring accurate data collection and compliance with patient satisfaction benchmarks.

• Oversee monthly reporting on patient satisfaction metrics trends and opportunities for improvement and report these findings to the Patient Experience Director.

• Monitor discharge phone calls to assess followup needs and track patient feedback using this data to make recommendations for service improvement.

1. Interdepartmental Collaboration on Admission and Discharge Processes

• Collaborate with nursing medical and administrative staff to ensure smooth admissions and effective discharge planning.

• Work closely with discharge coordinators and case management to ensure that patients receive proper education followup care and support upon leaving the hospital.

• Assist in implementing initiatives to enhance continuity of care from admission through discharge with a focus on addressing HCAHPS domains such as communication

discharge instructions and responsiveness.

1. Data Management and Monthly Reporting

• Track and document patient interactions concerns and resolutions in the hospitals database.

• Prepare monthly reports detailing HCAHPS scores Press Ganey metrics discharge phone call data and other patient satisfaction indicators.

• Analyze data to identify trends and areas for improvement and present actionable insights to the Patient Experience Director and other stakeholders.

1. Training and Development

• Develop and conduct training sessions for the patient liaison team on best practices in patient care HCAHPS standards effective communication and empathy.

• Promote professional development encouraging team members to pursue relevant certifications and skills to enhance patient care quality.

• Provide ongoing feedback and evaluations to support the growth and performance of each team member.

Other Duties and Responsibilities:

• Provide computer support in creating graphs for various Performance Improvement projects.
• Pull data reports from various databases such as AHA Survey Quality Net NHSNSAMS OSHPDCCORP NCDRQCentrix IMP reporting and the metrics utilized by these systems.
• Perform data uploads data validation run reports and provide data maintenance for Get with the Guidelines and assist day to day operations within Quality
• Coordinate and pull data for physician peer review and ongoing physician performance evaluations (OPPE) as well as assit with data for the Nursing Team Education Quality and the administrative group.
• Coordinate annual hospital surveys such as AHA and Leapfrog as well as provide support to day to day facility initiatives within teh Quality Department.
• Provide computer support to Quality & Risk Management Director as needed.
• Coordinate the collection of the Core Measures and other duties assigned
• Provide computer support in creating graphs for various projects for the infection Control Nurse/MD.
• Provide Premier/Pathfinder data to the Infection Control Nurse as needed.
• Other Computer/Database Support to other Departments

• Manages the Hospital IQR Program quality data reporting program for inpatient hospital services implemented by CMS and utilizes facility data to aim for hospital quality improvement initiatives and strives to improve the care provided by the hospital. With the assistance of the Quality Team the Clinical Quality Coordinator manages the facilitys process improvement projects the facility policies and the procedure portal and provides daily reports of Quality Metrics to the team with the purpose of improving the facilitys quality of care provided.

Qualifications:

• Bachelors Degree or Higher in health or analyticsrelated field (informatics epidemiology economics statistics or other field emphasizing analytics).
• 2 years of experience with Microsoft Word Excel (pivot tables graphs formulas) Access PowerPoint.
• 1 year experience in patient services and Patient Satisfaction
• Excellent oral and written communications skills.
• Demonstrable technical experience with query software for accessing and retrieving data from a TSQL database and spreadsheet tools for creating analyzing and managing large data stores. Comprehends complexities of data architecture.
• Strong familiarity with Microsoft Office applications including Microsoft Word Excel Access and PowerPoint. Knowledge of macros pivot tables query design and other techniques for automating tasks and increasing productivity.
• Ability to work independently with minimal supervision and as a strong team member.
• Ability to prioritize plan work and function in a fastpaced multiproject environment and under deadline pressure to multiple stakeholders.
• Ability to work with a large variety of computer programs and databases
• Desire to make an impact in health care with a thirst for complex challenges.
• Knowledge of SPC Graphs and Data Interpretation
• Knowledge of medical/clinical terminology preferred but not mandatory.

Skills:

• Strong leadership and teambuilding abilities.
• Excellent interpersonal and communication skills.
• Ability to handle difficult situations calmly and with empathy.
• Proficiency in data management software and reporting tools.
• Knowledge of HCAHPS standards Press Ganey metrics healthcare regulations patient rights and Joint Commission standards.

Working Conditions:

• Primarily within a hospital setting with interaction across multiple departments.
• May require occasional evening or weekend availability to address urgent patient care issues.

AHMC Seton Medical Center is a 377 bed hospital facility encompassing both acute care and postacute. The community hospital serves the Northern San Mateo County and Southern San Francisco County areas.