QI Field Services Specialist

Incident Management Coordinator, IDD Services

Starting Salary: $50,000

Serves both the Knoxville and Chattanooga service areas

• On-Demand Pay
• Comprehensive Benefits Package
• 401(k) with Company Match
• Generous Paid Time Off
• Career Growth & Development Opportunities
• Meaningful Work That Makes a Difference Every Day

OUR MISSION AND PERFORMANCE EXPECTATIONS

Sevita is a mission driven organization dedicated first and foremost to the children and adults we serve and support.

Summary

The Incident Management Coordinator is a full-time, exempt position responsible for overseeing incident management, risk mitigation, compliance, and quality improvement activities within the assigned region.

Essential Job Functions

• Quality Improvement:
• Organizes, oversees and implements regional strategy to support continuous quality improvement
• Participates as a member of the statewide Quality Improvement team under indirect supervision from the Quality Improvement Manager
• Affirms service planning and delivery, documentation and safeguarding the rights, funds, and health and safety of persons being served
• Led early identification and intervention for emerging quality concerns, strategized about solutions and guided implementation
• Verified implementation of strategies designed to improve quality services and outcomes
• Provided technical assistance, subject matter expertise and partnered with operations to design and implement local process improvement initiatives
• Participated in regional meetings, monitored data, reported on regional quality indicators and translated data analysis into needed action steps
• Implemented annual regional Quality Improvement goals
• Reviewed satisfaction survey data and supported the design, implementation and verification of customer satisfaction improvement strategies
• Compliance:
• Partnered with operations and Quality Improvement Manager to implement and verify Network and local policies and procedures
• Stayed current and knowledgeable about external requirements and internal standards and expectations applicable to the services provided in the assigned region
• Conducted regular reviews of program operations and service delivery to assess compliance with internal and external standards
• Supported operations and Quality Improvement Manager to prepare for licensing, certification and accreditation reviews
• Collaborated with operations leadership to develop and implement correction plans to remediate identified deficiencies and verified implementation
• Completed Network Performance Audits
• Risk Management:
• Oversees regional incident management and reporting
• Collaborated with operations and Quality Improvement Manager to design and implement risk mitigation strategies
• Reviewed incident data and conducted analysis; drove process to remediate identified incident patterns and trends
• Assisted in monitoring local process for data entry into electronic and/or paper documentation systems
• Conducted internal investigations of incidents, allegations and complaints; reviewed facts, determined conclusions and advised about response to findings
• Made support operations with reviewing referrals and completing intake activities when individuals are admitted
• Education and Training:
• Collaborated in the development and implementation of operations education and training plan, including training for electronic documentation systems
• Aided with auditing education and training documentation, especially to prepare for licensing or certification reviews
• Provided education and training on topics such as customer service, program planning, individual rights, incident management, risk management, health and safety training, etc.
• Provided technical support with Quality Improvement and documentation systems as required
• Personnel Management:
• When approved in larger regions, supervised Quality Improvement Coordinator, including completing performance evaluations, scheduling, orientation, and training
• Made recommendations for decisions on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions
• Solved employee problems within position responsibilities

Additional Incident Management Responsibilities

• Reviews reportable and non-reportable events to ensure timely and appropriate follow-up actions are completed
• Ensures reportable events are submitted in accordance with DDA requirements and agency standards
• Conducted or oversaw Tier 2 investigations and ensured completion and submission within required regulatory timeframes
• Developed, monitored, and tracked corrective action plans resulting from investigations, audits, and event reviews through completion
• Served as chairperson of the Program Review and Event Response Team (PRERT), facilitating meetings and ensuring follow-up on identified action items and recommendations
• Collaborated with Support Coordinators and Case Managers regarding Risk Assessments and Risk Reviews as needed
• Conducted trend analysis of reportable events, non-reportable events, and investigations, providing recommendations and reports to agency leadership to support quality improvement and risk reduction initiatives
• Maintained oversight of PRERT recommendations, Risk Review outcomes, and related corrective actions until resolution
• Maintained organized and accessible documentation, including PRERT meeting minutes, investigation files, action plans, and supporting records
• Ensured informational findings and recommendations from investigations and event reviews were implemented and verified

Minimum Knowledge and Skills Required by the Job

• Education and Experience:
• Bachelor’s degree or an equivalent combination of education and experience that provides proficiency in the areas of responsibility may be substituted
• Three years’ experience in quality improvement or other related social services field is required
• Certificates, Licenses, and Registrations:
• Current driver's license, car registration and auto insurance if providing transportation to individuals receiving services or for other business purpose
• DDA-certified Provider Investigator certification is preferred