SQPE Specialist II  

Join Cleveland Clinic Akron General where we have been providing world-class care to the community for over 100 years. At Akron General, you will work and learn from some of the best caregivers, provide and receive multitudes of support and appreciation, and create the steppingstones toward a rewarding career with one of the world's most respected healthcare organizations.   

The primary function of this role will support Patient Experience activities at Cleveland Clinic Akron General.

• Obtains Certified Patient Experience Professional (CPXP) required (or equivalent) within 2 years of hire.
• Partners with leadership and caregivers including providers, nursing, and administration to help lead patient experience (PE) initiatives.
• Continuously monitors and evaluates the efficiency and effectiveness of PE activity and identifies opportunities for improvement and develops action plans; contributes to design, development, implementation and sustainability of PE initiatives.
• Actively rounds both individually and in partnership with leaders on units and departments assessing effectiveness of PE programs, garnering feedback from patients receiving care, and from leaders and caregivers. May attend huddles regularly.
• Partners with Sub-Market and Enterprise data intelligence team to ensure accurate, timely, and meaningful reporting of patient experience data, acting as or collaborating with PE data champions.
• Collaboratively leads site level PE infrastructure, through committees and coordination leadership to prioritize PE efforts.
• Educates caregivers at all levels about PE, acting as a subject matter expert. Working knowledge of Press Ganey platform and PE Outcomes HCAHPS.
• Acts as a site liaison for PE activities across the CC health system by ensuring timely communication of initiatives between local entity and Office of Patient Experience to ensure alignment.

The Safety and Quality Patient Experience Specialist II (SQPE) partners with leadership and caregivers to help lead patient experience (PE) initiatives, monitors and evaluates the efficiency and effectiveness of PE activity, identifies opportunities for improvement, develops action plans, contributes to design, development, implementation and sustainability of PE initiatives, rounds on units and departments assessing effectiveness of PE programs, garners feedback from patients receiving care, leaders and caregivers, partners with the Sub-Market and Enterprise data intelligence team to ensure accurate, timely and meaningful reporting of patient experience data, collaboratively leads site level PE infrastructure through committees and leadership coordination to prioritize PE efforts, educates caregivers at all levels about PE, and acts as a site liaison for PE activities across the CC health system by ensuring timely communication of initiatives between local entity and Office of Patient Experience to ensure alignment. 
 

A caregiver in this position works 8:00am – 5:00pm.  

A caregiver who excels in this role will:  

• Direct safety, quality, and experience work within the assigned scope of responsibility.  

• Coordinate and implement improvement initiatives.  

• Partner with clinical leadership to set objectives and key results. 

• Coordinate with cross functional stakeholders to ensure compliance with all standards and favorable performance on safety, quality, utilization, and experience metrics. 

• Participate in engraining the safety, quality, and experience requirements as outlined by regulatory and accreditation bodies. 

• Manage performance improvement regarding SQPE with all departments providing patient care. 

• Act as an accountable partner for all clinical areas within their areas of responsibility. 

• Understand and implement elements of performance as outlined by regulations, bylaws, and rules and regulations established by the medical staff.  

• Act as the primary resource for caregivers to facilitate overall operations of programs. 

• Develop meaningful quality assurance activities with clinical leadership to establish when a deviation in standard practice has occurred. 

• Analyze performance data and participate in improvement strategy development. 

• Act as a consultant in educating and evaluating clinical and support department caregivers regarding quality management regulations and standards of care. 

• Support medical staff quality assurance activities such as peer review, ongoing professional practice evaluation, and focused professional practice evaluation. 

• Develop and assure processes to monitor performance and identify where intervention is needed. 

• Incorporate regulatory and accreditation standards into improvement activities around SQPE. 

• Collaborate on development of required plans such as the performance improvement plan, safety plan, infection control plan, and others as required by governance. 

• Incorporate enterprise priorities and regulatory requirements and benchmarks ensuring alignment to one standard of care across locations. 

• Drive continuous improvement activity around quality, safety and patient experience priorities and coordinate improvement projects. 

• Facilitate dashboard reviews, data analysis and decision-making from data.  

• Identify and address root causes to lead to sustainable improvement. 

• Manage improvement projects, stakeholder relationships, project risks and project changes. 

• Lead projects leveraging advanced continuous improvement and project management tools. 

• Coach smaller improvement teams to success with their quality improvement projects at the local level. 

• Report on medical errors and near misses, as well as corrective actions taken.  

• Oversee the management and use of medical error information. 

• Apply the Cleveland Clinic cause analysis process to identify key factors that lead to failures in SQPE.  

• Apply common cause analysis identification to safety events. 

• Become a Certified Patient Safety Professional or Certified Professional in Healthcare Quality within one year of hire.  

Minimum qualifications for the ideal future caregiver include:  

• Bachelor’s degree in nursing, healthcare administration, business, engineering or a related field.  

• Seven years of related experience with safety, quality, patient experience and performance improvement programs or related healthcare experience.  

• Experience working with Joint Commission, HFAP and CMS survey process, preferably in a leadership/coordination role.  

• In-depth knowledge of patient safety best practices, joint commission standards and conditions of participation.  

• Familiarity with basic statistical analysis, continuous improvement tools and change management techniques.  

Preferred qualifications for the ideal future caregiver include:  

• Master’s degree.  

• Registered Nurse (RN).  

• Clinical experience. This will substitute three years of SQPE experience.  

• Healthcare Accreditation Certification Program (HACP) or Certified Joint Commission Professional (CJCP).    

• Process Improvement certification (Lean, Six Sigma, etc.).  

• Certified in Infection Control (CIC).  

• Certified Patient Experience Professional (CPXP).   

• Demonstrated knowledge of group facilitation, team building, teaching, analysis and project management. 

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/