Dir Risk Management & Patient Safety

Location: Burlington, MA
Job ID: 156966-1A
Date Posted: Aug 21, 2019

Job Description

Welcome To

Lahey Hospital & Medical Center  is part of a vibrant and growing health care system, recognized as a trailblazer in medicine and a standard bearer in patient experience. It includes an award-winning academic medical center, a superb constellation of community hospitals, home care services, rehabilitation facilities and more.

We are committed to attracting, developing and retaining top talent in a market long recognized and revered as a global leader in health. With a team approach to care, we encourage learning and growth at all levels, and we offer competitive salaries and benefits. We adhere to the principles of a just and fair work environment for all colleagues, where respect is foundational and performance is rewarded.

About the Job

The Director of Risk Management and Patient Safety leads an enterprise-wide program to assess, monitor, reduce and respond to organizational and patient risk. The director partners with clinical and administrative leaders to drive the operationalization of the high reliability organization.  The director is responsible for developing and managing a risk management and patient safety culture program.  The director works with colleagues in the Quality and Safety Department to optimize Lahey Clinic performance.

In addition, the Director of Risk Management and Patient Safety oversees the Patient Relation’s Department and in collaboration with the patient liaisons coordinates with department directors/managers and physicians to facilitate resolution of complaints and grievances submitted by patients and or patient representatives.  The director works closely with the patient liaisons to resolve complaints and grievances and ensures appropriate documentation related to grievances is compliant with the Center of Medicare and Medicaid Services (CMS).

Risk Management Essential Duties & Responsibilities including but not limited to:

  • Directs and continuously improves the management of actual and potential threats to patient safety identified through incident reports, complaints, occurrence screens, and malpractice cases;
  • Proactively monitors risks and threats to patient safety to identify mitigation and improvement opportunities;
  • Collaborates with General Counsel and Claims departments in order to investigate and respond to events/occurrences, advise on corrective and preventative measures, and educate on risk prevention and management strategies;
  • Leads the review of serious events, facilitates root cause analyses, and works with clinical and administrative leaders in the design of solutions to prevent future sentinel events;
  • Manages, analyzes and coordinates reports and responses to various regulatory, accreditation, and payer requirements related to adverse events. Engages clinical and administrative colleagues in the analysis, improvements, and communication with various parties;
  • Participates in on-site visits from accreditation and regulatory agencies and assists with follow-up on corrective action plans as identified by regulatory investigation;
  • Manages the Safety Reporting System ensuring the effectiveness of the system and the dissemination of data to drive learning and improvement;
  • Provides senior leadership support and direction to the Patient Care Assessment (PCA) process including the PCAS, Peer Review, and the Professional Affairs Committees;
  • Builds an effective team and develops staff competence in working with clinical and administrative colleagues in the management of highly sensitive situations and events; 
  • Provides coaching and learning opportunities to staff and colleagues in the identification and mitigation of risk;
  • Provides organization - wide leadership in the management of initiatives to mitigate risk and threats to safety;
  • In collaboration with peers in Quality and Safety, strengthens internal capabilities as an organization committed to continuous learning and improvement;
  • Participates with senior quality leadership in monthly Safety Rounds regarding patient/colleague safety;
  • Prepares and presents relevant and timely data to organizational leadership and committees;
  • Stays current with the field including research, regulatory and policy changes related to risk management and patient safety and advises Lahey leadership in programmatic development;
  • Represents Lahey in risk management organizations and activities;
  • Aligns and coordinates the work of the risk management and patient safety program with Quality and Safety and other key areas of the organization;.


    Patient Relations Essential Duties & Responsibilities:

  • Directs, develops, implements and participates in patient relations initiatives;
  • Supervises the completion of Safe Spot feedback by the patient liaisons;
  • Provides data to the various leadership committees on patient complaints and grievances;
  • Completes the annual Patient Complaint and Grievance Summary to the BORM. for Lahey Hospital Medical Center;
  • Collaborates with the patient liaisons to promote an environment that supports successful and satisfaction outcomes to all patients and patient representatives through timely response to issues and concerns;
  • Determines which complaints or grievances require elevation for risk review and assigns those cases to appropriate risk manager
  • Provides strategic guidance and support for program development, implementation, follow-up and budget adherence;
  • Facilitates teamwork & collaboration in an environment of open, effective communication and problem resolution;
  • Fosters a positive work environment; effectively mentor and develop staff;
  • Communicates organizational information & departmental role and expectations to staff timely & effectively;

About Us

The Lahey Model of Care—right care, right time, right place—is exactly what patients, providers and payers need and deserve. Identifying and delivering on this convergence of interests has positioned Lahey Health for further growth. Our model ensures care is highly coordinated and locally delivered, with lower costs and exceptional quality.

Lahey Health is a robust, regional system including a teaching hospital, community hospitals, primary care providers, specialists, behavioral and home health services, skilled nursing and rehabilitation facilities, and senior care resources throughout northeastern Massachusetts and southern New Hampshire. The system has a global presence with programs in Canada, Jordan and Bermuda.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.


Minimum Qualifications:


Clinical degree/licensure in healthcare field.

Advanced degree in Law, or healthcare related field.

Licensure, Certification, Registration

Skills, Knowledge & Abilities:    

The successful candidate will have strong skills in risk management, risk prevention, root cause analysis, regulatory compliance, training and education, and change leadership, as well as a demonstrated track record of success.  Lahey has a very team-oriented patient centered culture.  The ability to work collaboratively and cross-functionally in a large organization, both as a leader and active participant on teams, is essential.  Clinical training and judgment are essential. 

Advanced interpersonal and critical thinking skills coupled with excellent presentation, communication and coaching skills essential for effectively managing the Risk Management function.

Experience:    Minimum of  seven years  of healthcare  experience typically gained in a clinical setting  to include management and leadership  responsibility