About Us: As a not-for-profit organization, Partners HealthCare is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Partners HealthCare supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.
We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Partners HealthCare is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.
Our employees use the Partners HealthCare values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
General Summary/Overview Statement Under the direction of the Corporate Director and the Associate Chief Quality and Safety Officer, the Program Director ("Director") for Quality and Safety will lead MGB's strategy and operations related to performance measurement and reporting, pay for performance advising on hospital quality to MGB partner teams, and enterprise initiatives in the STEEEP domains of quality, including several enterprise leadership committees. Further, this leader will have a particular set of responsibilities related to patient centeredness and the MGB Board directive to improve patient experience. Working closely with the Associate Chief Quality Officer, the Director will lead the development of clinically important measures of quality, organize and strategize coverage and scope for several enterprise-wide senior leadership committees, proactively support the analysis, education, monitoring and reporting on payer policy that has quality implications, and serve as the subject matter experts internally and externally on quality and safety.
Principal Duties and Responsibilities Quality Scope: Organize and lead enterprise efforts to achieve outcomes in the STEEEP domains, with a particular focus on Safety, Timeliness, Efficacy, and Patient-centeredness.
Oversee the collection and management of system patient experience data, including oversight of data collection via experience survey vendor, partnering with Marketing team to conduct patient focus groups and targeted surveys, and help direct analysis of patient experience data.
Help develop and manage process to ensure clear and consistent patient communications via Patient Gateway (EHR) and text platforms.
Manage enterprise implementation of patient comments and rating transparency with sharing of individual MD data
Engage with Digital Health team to optimize platforms for the best possible patient experience
Asses, design and implement programs to improve ease of patient access to care from outside and within MGB.
Identify standards of service recovery and design and implement training programs that bring all MGB staff toward delivering a culture of patient centered care
Guide the development of an Ambulatory Safety Net
Support the development of a framework for measuring and improving patient outcomes in virtual care
Support programs and deliverables related to enterprise initiatives of quality safety, particularly those prioritized by the Chief Quality Officers' Council
Inform and shape patient care improvement by leading a team of project managers responsible for specific zones of quality: patient experiences of care, patient safety, clinical transitions, nursing quality, clinical compliance, and other areas.
Manage vendor relationships, including the processes for internal and external data access for quality improvement and data access for research.
Policy and Incentives: Collaborate with MGB's Value Based Care Strategy team in Population Health Management and Government Payment Policy team in Payer and Contract Strategy, on the analysis, evaluation, education and feedback related to federal and state healthcare policies.
In partnership with the Associate Chief Quality and Safety Officer garner system consensus on strategic approach to negotiations of commercial payer contracts for acute care quality.
Support Payor and Contract Strategy team in quality settlement with external payers (insurance providers) by providing and/or validating performance data.
Support Payer Strategy and Contracting in its evaluations of quality measure methodologies, benchmarks, scoring algorithms, and analytic evaluations of performance in incentives programs.
Reporting:
Guide the design, population and management of performance reports including the annual President's Reports, external transparency site, Chief Quality Officer Council Enterprise Dashboard, and other reports as requested.
Support the identification of opportunities for improvement and drivers of performance and the synthesis of the full scope of performance incentives.
GENERAL RESPONSIBILITIES:
Prepare and deliver presentations to senior leadership and clinical committees to communicate and provide updates about enterprise quality initiatives
Manage complex cross functional tasks and achieve consensus across constituent groups to achieve critical milestones
Respond to issues raised by stakeholders, .
Prepare and manage team budget inclusive of enterprise vendor contracts.
Consistent with Partners Human Resources policies, attract, retain and develop high quality staff. Address the training and professional development needs of staff, including but not limited to regular feedback, timely reviews, mentoring and career conversations.
Use the QPE and Partners HealthCare values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
Performs all other duties as assigned.
Qualifications - Bachelor's degree or equivalent combination of education and experience required.
- Master's degree in health management, business, public health or public policy strongly preferred.
- 8+ years in health care, or a blend of education and experience
- Experience in project management, consulting, or financial data analysis preferred.
- Experience in health care quality measurement, reporting, and improvement
Skills/Ablilites/Competencies - Excellent communication and presentation skills
- Relationship Building: Ability to develop effective relationships with a broad array of people from diverse backgrounds and various levels of the management hierarchy.
- Strategic Thinking & Facilitation: Ability to think about strategic problems, generate and present options, and facilitate consensus and decision-making among constituent groups and executive leadership. Ability to set priorities, coordinate multiple tasks, and meet deadlines.
- Content Expertise: Extensive experience with quality measurement and how to craft pay for performance structures related to performance; Knowledge and experience with the Centers for Medicare and Medicaid services value based payment models a plus
- Analytic Communication: Strong analytical skills relating to data interpretation and communication:
- Fluency in PC /Microsoft applications including Word, Excel, PowerPoint
- Project Management: Excellent organizational skills, ability to work independently, manage multiple tasks and projects, meet deadlines and manage to schedule
- Influencing and collaboration skills to engage clinical and administrative senior leaders.
- Strong personnel management skills.
- Experience with Lean Six Sigma a plus
- Ambulatory practice or inpatient operations experience a plus
Working Conditions - General day hours with flexibility to meet the demands of the position (e.g., some early morning or late evening meetings)
- Standard business environment with frequent local travel between Partners Healthcare System sites
- May require travel for external training
Supervisory Responsibilities - Leads, Organizes and supervises activities of team of approximately + staff
Fiscal Responsibilites - Recruiting/hiring staff within budget constraints
- Projecting resource needs during yearly budget process
- Managing projects on time and within budget
EEO Statement Partners HealthCare is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. Partners Healthcare System Inc. is acting as an Employment Agency in relation to this vacancy.
