Chief Quality Officer
At UMass Memorial Health Care, Everyone is a Caregiver regardless of title. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health care system of Central and Western Massachusetts, and a place where we can help you build the career you deserve. We are more than 14,000 employees, working together as one health care system. And everyone, in their own unique way, plays an important part, everyday.
Department: Quality & Safety
Location: UMass Memorial Medical Center - Worcester, MA
Responsible for ensuring that UMass Memorial Medical Center (UMMMC) and the UMass Medical Group provide the highest quality and safest care for our patients. Reporting to the Chief Medical Officer of the Medical Center and the President of the Medical Group, with a dotted-line relationship to the UMass Memorial Health Care System Chief Quality Officer, the Chief Quality Officer (CQO) is accountable for collaborating with senior leaders in the organization in establishing and executing the Medical Center’s and Group’s strategic plan around quality and safety. The CQO serves as the Medical Center and Group chief champion and spokesperson for quality and safety. The CQO oversees the Department for Quality and Patient Safety, the Department for Clinical Regulatory and Public Reporting, and several key functions within the Department of Risk Management.
- Doctor of Medicine
- Master’s degree in hospital or medical administration, healthcare, business administration, or equivalent degree.
- 7-10 years of progressively increasing responsible experience in an academic healthcare environment, including leadership experience in performance improvement/quality management areas.
- Advanced training in Quality and Safety science or related disciplines. Significant experience and track record of accomplishment in integrating programs, developing systems of care and service quality within a health care system. Demonstrated success in leading the work of others and developing the talents and abilities of others.
- Proven expertise in the management of finances, operations, systems and facilities. Models trust, teamwork, relationship management, coaching, and grace under pressure. Demonstrates the ability to manage and communicate horizontally and vertically. Creates synergies with individuals and departments/units. Must demonstrate transparent, authentic and mature communication processes, possess executive presence, and be a persistent leader who is able to advance change.
- Develops the Medical Center’s and Group’s strategic plan around quality and safety, collaborating with senior leaders in the organization. Implements programs to measure, assess, and improve the quality and safety of patient care.
- Collaborates with other clinical leaders, clinical staff, and operational leaders in planning, promoting, and conducting organization-wide performance improvement activities and functions relating to compliance with regulatory and healthcare standards, such as The Joint Commission and the Massachusetts Department of Public Health.
- Establishes quality and safety metrics for the organization, leveraging the Departmental Physician Quality Officers (PQOs) and UMass Memorial Health Care quality measurement teams.
- Oversees the work of the Departmental PQOs and holds them accountable for their performance; facilitates department quality plans to align with the Medical Center’s quality initiatives and the development of department specific goals as appropriate, including applicable core measures and publicly reported metrics.
- Ensures clinical review of care including mortalities, readmissions, rapid responses, patients upgraded to ICU level of care and hospital acquired infections. Facilitates, through the PQOs, the development of departmental quality and safety dashboards to help departments achieve quality and safety goals; leverages the use of data analytics and navigates Vizient (or similar data source) as applicable for department needs to identify and drive quality goals.
- Encourages reporting of safety or quality concerns to the Safety Intelligence system. Plays leadership role on Medical Center and Medical Group quality and safety committees such as the Mortality Review Committee, Medication Safety Committee, Sepsis Committee, Resuscitation Committee, Rapid Response Committee, among others; chairs the Patient Safety Committee and the Medical Group Quality Meeting. Serves as an active member of the UMMHC Enterprise Clinical Oversight Group.
- Works with clinical documentation integrity specialists and coders to ensure high quality clinical documentation.
- Serves as the chief champion and spokesperson for communicating quality and safety messages across the Medical Center and Medical Group. Develops and sustains close effective working relationships with Departmental Chairs, the CNO, and other physician and nursing leaders. Collaborates with the UMMHC system CQO, and other quality and safety leaders across UMMHC, on system-level strategic leadership initiatives.
- Oversees quality and safety Root Cause Analyses (RCAs) and ensures follow-through of corrective action plans.
- Models and advances best practice safety culture and the UMMHC Standards of Respect. Serves as a consultant within the organization regarding matters related to quality and patient safety. Develops and implements strategies related to healthcare technology and/or information management systems that will technically enhance quality and patient safety.
- Assesses staff performance in relation to established goals and objectives and revises programs to contain or reduce costs. Affects continual improvement in staff satisfaction and services provided. Presents and manages the quality and patient safety portion of the CMO Office budget.
- Liaises with the GME office, including the Assistant Dean of GME Quality and Patient Safety, to ensure high quality care is provided to patients by residents and fellows. Directs and oversees the development, implementation, and evaluation of quality and safety related continuing education and leadership development programs.
- Participates in assigned Medical Center, System, and/or Board committees, and performs Board level functions as requested. Promotes the mission and philosophy of the Medical Center and Medical Group to employees, clinical staff, patients, families, and the community. Represents the Medical Center and Medical Group through participation in community activities, professional organizations, and/or functions. Supports philanthropic initiatives that benefit the organization.
- Direct reports include the Senior Quality and Patient Safety Officer and the Associate Vice-President for Clinical Regulatory and Public Reporting.
Standards of Respect:
We’re striving to make respect a part of everything we do at UMass Memorial – for our patients and for each other. We’re expecting that our new caregivers practice our six Standards of Respect: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player, and Be Kind, to help us make respect a part of how we take care of business everyday.
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