Patient Safety and Complaints Specialist III

at MaineHealth in Norway, Maine, United States

Job Description



Position Summary

The Patient Safety and Complaints Specialist III will monitor and respond to patient safety events and risk management concerns, submit reports to regulatory agencies as required, debrief and support team members after safety events, analyze relevant data to identify gaps and reduce the likelihood of errors, help managers conduct risk assessments, review and help update relevant organizational policies, educate care team members about patient safety and risk management, and promote a culture of safety across the organization.

The Patient Safety and Complaints Specialist III will work with organizational leadership to assess and improve systems of care delivery, track patient safety indicators reported to CMS and develop plans to address gaps in performance, liaison with staff in legal, finance and other departments as needed, lead or participate in complaint investigations and help respond to regulatory agencies, and lead inter-professional teams in addressing safety concerns of organization-wide significance.

In addition, the Patient Safety and Complaints Specialist III will track and manage patient complaints in a timely and collaborative manner with proper documentation, ensure that patients are kept informed while complaints are processed, work with organizational leadership to assess and enhance the patient and family experience across the continuum of care, and coordinate organization-wide efforts to address salient trends in patient complaints and grievances. Experience in legal realm of compensable events, risk investigations and claims management preferred.

Required Minimum Knowledge, Skills, and Abilities (KSAs)

Education: Bachelor's degree in a health related field. Master's degree preferred.

License/Certifications: N/A

Experience: At least ten years of relevant experience required. Experience working with inter-professional teams in addressing organization-wide problems.

Familiarity with safety event reporting, safety investigations, claims management, and reporting to regulatory agencies required

Familiarity with clinical quality measurement, national patient safety goals, and performance improvement tools and concepts, e.g., plan-do-study-act, required

Knowledge of CMS regulations about patient complaints and grievances preferred

Proficiency in Microsoft Office suite or equivalent preferred

Familiarity with electronic health records preferred

Effective verbal and written communication skills

Strong critical thinking skills and attention to detail

Collaborative and team oriented
Additional Information

MaineHealth was ranked a Best-In-State Employer in 2021 and one of America's Best Large Employers in 2022 by Forbes!

MaineHealth is a not-for-profit integrated health system whose vision is, "Working together so our communities are the healthiest in America." MaineHealth consists of nine local health systems, a comprehensive behavioral health care network, diagnostic services, home health agencies, and 1,700 employed clinicians working together through the MaineHealth Medical Group. With approximately 22,000 care team members, MaineHealth provides preventive care, diagnosis and treatment to 1.1 million residents in Maine and New Hampshire. Learn more about our system at

At MaineHealth, we offer benefits that support an individual's needs for today and flexibility to plan for tomorrow. Our packages include health and dental insurances, paid parental leave,, retirement program, generous paid time off, and much more! Our comprehensive array of benefits are competitive, affordable, and include choices that meet specific, but ever changing, needs.

With a career at any of the MaineHealth locations, you'll be working with health care professionals that truly value the people around them - both within the walls of the organization and the neighborhoods that surround it. We are deeply invested in the well-being of our communities and care team members. We believe in fostering a work environment of strong commitment, compassionate caring and continuous improvement. Join us, and your abilities will be challenged and enhanced as you take your career to a new level.

MaineHealth values diversity and is an Equal Opportunity/Affirmative Action employer. Federal and state laws prohibit discrimination in employment because of race, color, national origin, religion, age, sex, sexual orientation, disability or veteran status.

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Job Posting: 790645

Posted On: Jul 25, 2022

Updated On: Jul 25, 2022