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Quality Specialist/Advocate at Portsmouth Regional Hospital

Posted in Other 29 days ago.

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Type: Part Time
Location: Portsmouth, New Hampshire

Job Description:


SCHEDULE: Part-time

HEALTHCARE CORPORATION OF AMERICA (HCA) is a community of 94,000 Registered Nurses and 38,000 active physicians. We have over 1,900 facilities ranging from hospitals, freestanding ER's, ambulatory surgery centers, and urgent care clinics. Our facility based staff continues to raise the bar in patient care. Ten HCA hospitals have been named in IBM Watson Health's top 100 best-performing hospitals based on patient satisfaction and operational data.

PORTSMOUTH REGIONAL is a 209-BED ACUTE CARE hospital located in Portsmouth, NH, and is part of HCA, the nation's largest provider of healthcare services. Portsmouth Regional Hospital serves the seacoast region's residents in New Hampshire, Maine and Massachusetts and is one of the area's largest employers. Portsmouth Regional Hospital is the only LEVEL II TRAUMA CENTER on the Seacoast and one of only three in New Hampshire to earn this important distinction. Recently, we were named One of America's Best Hospitals for Joint Replacements through a National Study by Healthgrades. MOST RECENTLY, WE RECEIVED THE LEAPFROG 'A' HOSPITAL SAFETY GRADE.

Not only do our patients come first, but our employees do too! We provide a total compensation package to make sure your needs are met. Choose the medical coverage package that best suits you. Look after your loved ones while still getting paid with our Paid Family Leave. Plan for your future with our matching 401k or opt-in for several other benefits including tuition assistance, student loan repayment, family and medical flex spending accounts, life insurance, dental and identity theft protection.

HCA is dedicated to the growth and development of our colleagues. We will provide you the tools and resources you need to succeed in our organization. We are currently looking for an ambitious Quality Specialist/Advocate to help us reach our goals. Unlock your potential here!



Advocates the hospital's patient rights philosophy to patients, families and staff through rounding, patient and staff education and patient rounding., policy development and evaluation

Prevents patient and family complaints by counseling and collaborating with supervisors and managers who see a problem developing, offers suggestions to resolve potential complaints; modifying practices that cause repeated complaints.

Listens to patient and family complaints that arrive via telephone, referral from clinical units, or personal requests from patients, families or staff, collaborates with clinical leaders for resolution, documents details and finding from rounds and complaints on designated forms or databases.

Manages the CMS Grievance Compliance Process to assure that complaints designated as a grievance meet the standards for timely response. ( Se CMS Requirements)

Resolves complaints by listening to patients and their families; directing them to a physician or nurse leader for developing acceptable resolutions; following-up on outcomes.

Collaborates with Quality department staff to evaluate clinical practices that are high risk for patient complaints and works with clinical leaders to improve these practices

Analyzes complaint and resolutions data, prepares and presents reports and keeps records in databases and paper for external regulatory body review. Addresses noncompliance issues in a timely manner

Engages in Quality Department work such as case review, concurrent review of core measures and patient safety work to expand the horizons of the position and develop broad based skills in quality

Serves as the organization lead for the Patient and Family Advisory Committee and develops strategies to engage patients and to bring high frequency patient complaints to the Committee

Alerts legal department and administrator by documenting unresolved complaints and potential legal actions.

Maintains patient and family confidence by keeping complaint information confidential.

Improves the quality of the complaint and grievance processes and outcomes, by studying, evaluating, and re-designing these processes; and implementing changes. using HCA resources, collaboration with Division patient advocates






3-7 years of experience is required.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.