Job Description

Onancock, Virginia

The RN Quality Improvement & Patient Advocacy Coordinator supports hospital-wide quality improvement and patient advocacy. This role collects, analyzes, and presents clinical and operational data to drive performance improvement, support regulatory compliance, and guide clinical teams. Serves as a subject matter expert on quality measures and provides training and consultation as needed.

In patient advocacy, the role investigates, resolves, documents, and reports patient and visitor concerns, compliments, and grievances. Collaborates with leadership, clinical teams, and risk management to address issues, facilitate service recovery, and enhance patient satisfaction. Participates in initiatives and committees to advance hospital quality, safety, and patient experience.

What you will do

• Provides data support for hospital departments, service lines, and workgroups; coordinates collection, submission, and analysis of clinical outcomes. Ensures dashboards are accurate, current, and available; assures data integrity; disseminates reports to accountable individuals and teams. Assists with development, tracking, and documentation of corrective actions.
• Provides data collection, documentation, and reporting for external quality programs including Leapfrog, Q-HIP, Commercial Payer Quality Programs, and other quality initiatives.
• Assists in coordination, data collection, and visualization for facility programs such as Patient Safety, Stroke Program, and Specialty Certification.
• Serves as a subject matter expert on quality measure methodologies including Core Measures, Patient Safety Indicators, Hospital Acquired Conditions/Infections, readmissions, and mortality. Participates in system CDI case reviews, validates clinical data through chart review, and monitors dashboards. 10%
• Identifies improvement opportunities through analysis of internal and external data, patient complaints, and emerging trends. Selects and applies appropriate performance improvement methodologies.
• Provides education and consultation to clinical and medical staff regarding quality and patient safety initiatives; supports other Quality Department functions including infection prevention, accreditation, and patient advocacy through clinical expertise, chart review, data analysis, and reporting.
• Participates in leadership/management meetings and committees focused on quality, safety, and regulatory compliance.
• Responds to patient concerns, complaints, and grievances; investigates thoroughly and timely. Partners with managers, directors, and leadership to resolve concerns and improve patient satisfaction. Collaborates with clinical teams; involves leadership, risk management, and legal as appropriate.
• Facilitates service recovery and mediates concerns to prevent escalation, including potential litigation, by working directly with patients and families.
• Serves as a liaison between patients, families, physicians, and staff to promote clear communication, positive care experiences, and staff satisfaction.
• Oversees concerns documented in the electronic health record; ensures follow up, documentation, and timely closure. Escalates safety concerns to leadership and participates in committees/meetings focused on quality, safety, and regulatory compliance, including DNV requirements.

Qualifications

Education

• Program Graduate, Registered Nurse (Required)
• Bachelors Degree, Healthcare/Science or related (Required)
• Masters Degree, Healthcare/Science or related (Preferred)

Experience

• 3-4 years Hospital nursing experience (Required)
• Quality or CDI experience (Preferred)
• Patient advocacy, including investigating, resolving, and documenting patient concerns or grievances (Preferred)

Licenses and Certifications

• Registered Nurse (RN) - Virginia Department of Health Professions (VDHP) (Required)
• Certified Professional in Healthcare Quality (CPHQ) - National Association of Healthcare Quality Healthcare Quality Certification Board (Preferred)

To learn more about being a team member with Riverside Health System visit us at https://www.riversideonline.com/careers