Quality Program Coordinator - Nantucket (Onsite)

Partner's Healthcare; Nantucket (MA); On-site; USD 53,000 - 76,000; Full time

Job summary

Mass General Brigham seeks a Quality Program Coordinator to support planning, coordination, and evaluation of quality improvement initiatives. You will also lead Patient Family Relations, addressing complaints and promoting patient-centered care while ensuring regulatory compliance.

The role involves coordinating multidisciplinary teams, analyzing data, and preparing reports to drive safety and continuous improvement across the hospital.

Qualifications

• 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.
• Experience with healthcare data management and problem solving.

Responsibilities

• Plan and execute quality improvement projects aligning with organizational goals.
• Coordinate activities: schedule meetings, prepare agendas, maintain documentation.
• Monitor progress against timelines and deliverables; address delays.
• Collect, organize, and analyze data on quality measures and performance.
• Develop reports, dashboards, and presentations for stakeholders.
• Serve as liaison between project teams, clinical staff and leadership.
• Ensure compliance with regulatory requirements and accreditation standards.
• Assist in regulatory surveys and audits with documentation.
• Maintain organized project documentation and records.

Skills

Quality improvement

Regulatory compliance

Project management

Data analysis

EHR systems

Communication

Team coordination

Education

Bachelor's degree in related field

Associate's degree in related field

High School Diploma or equivalent

Tools

Microsoft Project

Trello

Excel

Job description

Site: Nantucket Cottage HospitalMass 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.

Physical Requirements

• Standing Frequently (34-66%)
• Walking Frequently (34-66%)
• Sitting Occasionally (3-33%)
• Lifting Frequently (34-66%)
• Carrying Frequently (34-66%)
• Pushing Occasionally (3-33%)
• Pulling Occasionally (3-33%)
• Climbing Rarely (Less than 2%)
• Balancing Frequently (34-66%)
• Kneeling Occasionally (3-33%)
• Crouching Occasionally (3-33%)
• Crawling Rarely (Less than 2%)
• Reaching Frequently (34-66%)
• Gross Manipulation (Handling) Frequently (34-66%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Job Details

Remote Type Onsite

Work Location 57 Prospect Street

Scheduled Weekly Hours 40

Employee Type Regular

Work Shift Day (United States of America)

Pay Range $53,040.00 - $75,888.80/Annual

Grade 5

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

EEO Statement: 1575 Nantucket Cottage Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected under Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency FrameworkAt 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.