Manager, Advocacy & Patient Safety Programs
Manager, Advocacy & Patient Safety Programs
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USD 80000 - 110000
1 Vacancy
Job Description
Manager Advocacy & Patient Safety Programs
Cayuga Health and its affiliates are the regions leading healthcare system and most trusted providers of integrated health services empowering our people in our mission to equitably improve the well-being of the communities we serve. Our commitment to providing extraordinary healthcare begins with our team of extraordinary professionals who are continuously discovering clinical innovations and enhancing access to the most up-to-date facilities equipment technologies and research protocols. Cayuga Healths commitment to our employees includes competitive compensation comprehensive employee benefits programs and the opportunity to explore and build a career in healthcare through our many professional development programs.
The Manager of Advocacy and Patient Safety Programs plays a vital role in advancing a culture of person-centered care across the healthcare system. This position is responsible for developing implementing and leading enterprise-wide programs that enhance patient advocacy safety and experience. The role involves training and educating staff ensuring compliance with patient rights regulations and linguistic programs and driving initiatives that improve patient engagement communication and outcomes.
The Manager will drive the Just Culture Program collaborating with the Human Resources Department to ensure that there is integration of the Just Culture program across acceptable platforms to ensure a fair and learning-oriented work environment. The Manager will also coach leaders on leveraging the Just Culture model and train to the model to ensure consistent application.
Serve as the primary leader for training programs that enhance patient safety advocacy and experience.
The Manager will oversee a team of patient advocates a linguistic coordinator and volunteers.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Leadership:
- Routinely assesses competency of staff members provides mentorship as needed and growth and development opportunities.
- Identifies opportunities for improvement and workflow optimization.
- Standard Work Development/Compliance:
- Develop and implement standardized scripting for staff to use in patient interactions complaint resolution and event disclosures to ensure clarity compassion and compliance.
- Programmatic Leadership:
- Lead and oversee the Linguistics Program ensuring access to interpretation translation and culturally competent communication.
- Lead and oversee the Complaints & Grievances Program to ensure that there is proactive resolution of patient complaints and grievances. The Manager will be responsible for Board level reporting on trends associated with complaints and grievances.
- Lead and oversee the Good Catch Program encouraging proactive reporting of near misses and safety concerns before harm occurs.
- Support staff and leadership in understanding the distinction between human error at-risk behavior and reckless behavior ensuring fair responses to safety events.
- Training and Development:
- Develop educational initiatives to promote error prevention and staff engagement in reporting safety concerns.
- Train providers on best practices for transparent communication disclosure of adverse events and shared decision-making.
- Ensure new employee orientation includes a strong focus on Just Culture patient safety and effective communication.
- Data Analytics and Performance Improvement:
- Use metrics and dashboards to track the effectiveness of patient advocacy and safety programs.
- Analyze trends in patient complaints to drive continuous quality improvement efforts and enhance patient satisfaction.
- Collaborate with clinical teams legal counsel and risk management to address complex patient concerns and identify system-wide improvements.
- Monitor compliance with language access requirements and patient rights regulations.
- Other duties as assigned.
QUALIFICATIONS AND REQUIREMENTS:
Education: Bachelors degree in a related field required. Education and experience may be considered interchangeable on a year-for-year basis.
Experience: 3 years of experience in patient advocacy patient safety quality improvement hospitality (in a management capacity that would evidence strong customer service and service recovery skill) or risk management within a healthcare setting.
Licensure: Certified Professional is Patient Safety (CPPS) or must be obtained within 2 years of hire.
Certifications: Certified Professional is Patient Safety (CPPS) within 3 years of hire and Just Culture Trainer Human Factors Certificate and Planetree Certification within 2 years of hire.
Skills Knowledge & Abilities:
Travel: Required within the various CHS locations.
Work location: In-person/ Hybrid
Physical Nature of the Job: Sedentary work: Exerting up to 10 pounds of force occasionally in carrying lifting pushing pulling objects. Sitting most of the time with walking and standing required only occasionally.
Salary Range: $80000-$110000
Cayuga Health System and its affiliates are committed to treating all patients providers staff and volunteers equitably and with dignity ensuring the highest levels of safety care and respect and striving to recognize and overcome biases and policies that contribute to disparities in healthcare access equitable care and positive health outcomes for all.
We are proud to be an Equal Employment Opportunity employer supporting the growth and health of our employees and community by embracing the rich diversity needs and circumstances of all peoples and prioritizing opportunities to build a diverse and inclusive workplace. We do not discriminate based upon race religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable protected characteristics.
If you require reasonable accommodation to complete a job application pre-employment testing a job interview or to otherwise participate in the hiring process please contact the Cayuga Health Talent Acquisition team at .
Required Experience:
Manager
Employment Type
Full-Time
