About this Quality Program Coordinator - Nantucket (Onsite) role at Mass General Brigham
Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
Quality Program Coordinator supports the planning, coordination, and evaluation of quality improvement initiatives, ensuring compliance with healthcare regulations while analyzing data, tracking performance, and aligning projects with organizational goals. It also serves as the hospital’s Patient Family Relations lead, managing complaints and grievances, facilitating communication across teams, and promoting patient-centered care, safety, and continuous improvement.
Qualifications
The Quality Program Coordinator role is responsible for supporting the planning, implementation, and monitoring of quality improvement projects. This role involves coordinating various quality initiatives, managing project timelines, and ensuring compliance with healthcare standards and regulations while working closely with clinical and administrative teams to enhance patient care quality, safety, and operational efficiency. The Quality Program Coordinator also functions as hospital's Patient Family Relations (PFR) lead, responding to patient and family complaints and grievances in accordance with regulations.
Essential Functions
- Assists in the planning and execution of quality improvement projects, ensuring alignment with organizational goals and objectives. Coordinates project activities, including scheduling meetings, preparing agendas, and maintaining project documentation.
- Monitors project progress against timelines and deliverables, identifying and addressing any issues or delays.
- Collects, organizes, and analyzes data related to quality measures, patient outcomes, and performance metrics. Supports the development of reports, dashboards, and presentations to communicate project progress and results to stakeholders.
- Serves as a liaison between project teams, clinical staff, and leadership to facilitate communication and ensure project alignment with departmental needs.
- Ensures that quality projects adhere to relevant regulatory requirements and accreditation standards.
- Assists in the preparation of regulatory surveys and audits by compiling necessary documentation and evidence of compliance. Stays informed about changes in healthcare regulations and standards that may impact quality projects.
- Tracks the effectiveness of implemented changes and makes recommendations for further improvements.
- Coordinates hospital’s Policy Leadership Committee and is lead for Policy Management system.
- Works with patients, families and hospital leadership in acknowledging and responding to patient family complaints in a compassionate, supportive and timely manner.
- Prepares formal correspondence and documentation (both patient-facing and internal), such as letters, messages, and reports, with efficiency and accuracy.
- Fosters teamwork and partnerships between hospital staff, physicians, and department leaders, Quality, Risk, and Compliance to ensure responses are patient/family-centric.
- Provides telephone coverage and in-person support of patient and family relations for patients' and loved ones' needs, concerns, or complaints. Conducts rounds with patients, families, and visitors to obtain preemptive feedback regarding the inpatient hospital experience (when appropriate and aligned with hospital safety policies).
- Functions as the civil rights coordinator in receiving and coordinating follow-ups on any civil rights or health equity complaints.
- Documents information regarding patient and/or staff concerns and requests in a confidential department database and disseminates data to appropriate leadership staff for quality assurance purposes.
- Maintains organized and accurate project documentation, including plans, timelines, meeting minutes, and action items.
Education
High School Diploma or Equivalent required and Associate's Degree Related Field of Study required or Bachelor's Degree Related Field of Study required
Licenses and Credentials
Experience in project coordination, quality improvement, or a related role, preferably within a healthcare setting and problem-solving highly complex situations 2–3 years required
Knowledge, Skills and Abilities
- Knowledge of healthcare quality measures, regulatory requirements, and accreditation standards.
- Superior organizational, communication, and interpersonal skills.
- Ability to manage multiple projects simultaneously and prioritize tasks effectively.
- Ability to work effectively in a complex environment; ability to use effective judgment and critical thinking skills; ability to problem solve; excellent internal and external customer service.
- Proficiency in project management tools and software, such as Microsoft Project, Trello, or similar platforms.
- Basic understanding of data analysis and reporting tools, such as Excel.
- Familiarity with electronic health record (EHR) systems and healthcare data management.
Additional Job Details (if applicable)
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$53,040.00 - $75,888.80/Annual
Grade
5
EEO Statement:
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
