NSPG Risk/Patient Safety Manager

Haverhill, MA | Quality Assurance


The Risk and Patient Safety Manager will develop and implement an Ambulatory Risk Management and Patient Safety Program that will sustain fundamental improvements in the safety of ambulatory care provided by North Shore Physicians Group ("NSPG") at the Pentucket Medical Associates (PMA) locations. The Ambulatory Risk Management and Patient Safety Program is supported under the guidance and support of the Director, Ambulatory Risk & Patient Safety, executive leadership and physician leadership of PMA.

The Risk Management and Patient Safety program will include proactive and preventative strategies, as well as a reliable system for reacting to and evaluating adverse events and near-misses. The program will be directed to personnel at all levels of PMA: executive level administrators, providers (physicians, nurse practitioners, and physician assistants), site level management, clinical staff and clerical staff.

The Risk and Patient Safety Manager will be responsible for oversight of this program and related current and future initiatives, including but not limited to:
- Implementation of a reliable system to track and follow-up high risk test results
- Implementation and oversight of Safety Event Reporting in all PMA practices
- Administration of a Safety Attitude Questionnaire to all PMA providers and staff
- Oversight of an organization-wide education program on patient safety, risk management in the ambulatory setting and the concept of a "Just Culture".
- Promotion and participation in all research activities and studies associated with available CRICO Patient Safety Grants.

The ideal candidate for the Risk and Patient Safety Manager position is a registered nurse with at least three years of experience in risk management, patient safety or performance improvement and a proven record of excellence in leadership and change management.

Customer Service Responsibilities:
- Supports and demonstrates the philosophy, goals, values and standards of PMA.
- Maintains the dignity and confidentiality of all patients while promoting autonomy and individuality.
Demonstrates knowledge and respect for diverse ethnic, spiritual, cultural and socioeconomic population (backgrounds).
- Engages in activities that promote mutual cooperation and supportive collegial relationships between all health care team members with concentration on development of a team approach to the care of all PMA patients.
- Understands and integrates service excellence standards at all times. Serves as a role model for service excellence. Recognizes these attributes in others and celebrates their achievements.
- Consistently displays professional demeanor.
- Promptly and courteously responds to patients, as well as internal and externals customers.

Appropriately adheres to the PMA Code of Conduct.

Job Specific Responsibilities

- Implementation of a reliable system to track and follow-up high risk tests and referrals. The performance of these systems will be compared between different models of care in PMA.
- The Ambulatory Risk and Patient Safety Manager will use results from the CRICO Office Practice Evaluation (OPE) to identify areas of risk at PMA community practices. These results and PMA claims history will be used to develop a protocol for tracking high-risk test results and high-risk referral follow-up only.
- Implementation of Safety Event Reporting (rL Solutions) in all PMA practices and improved Feedback Monitor (Patient Complaint) reporting in all PMA community-based practices.
- The promotion of rL Solutions for Safety Event Reporting will include: collation of baseline data available; creation of an ambulatory safety event reporting taxonomy; tracking the number and quality of these reports; identify practices where no reports are being submitted and assess the reasons for non-reporting; reporting to the PMA Board, PMA Physician Executive Leadership Council and PMA Quality Council on the number and nature of actions taken in responses to reported events on a quarterly basis; and reporting back to individuals completing reports on the outcome of the report, including the analysis of any systems issues and the any action steps taken to eliminate said systems issues.
- The improvement of Feedback Monitor for patient complaints will include: identifying site level staff who will be responsible for patient complaint monitoring, improving in the number and quality of the reports, evaluating the ambulatory patient complaint taxonomy and make any identified improvements, and reporting back to the practices, administration and Board of Trustees on the number and nature of actions taken in responses to patient complaints.
- Administration of a Safety Attitude Questionnaire to all PMA providers and staff and development of an organization-wide staff education program on Patient Safety, Risk Management in the Ambulatory Setting and the concept of a "Just Culture".
- The Risk and Patient Safety Manager will oversee the administration of the survey and will disseminate results.
- In collaboration with leadership, the Risk and Patient Safety Manager is charged with generating a culture of safety and risk management and developing site management to a level of primary responsibility for safety and risk management at their individual site. These aims will be achieved through the following:
- The Risk and Patient Safety Manager will be responsible for both organization and site level reporting for rL Solutions systems (Feedback Monitoring and Safety Event Monitoring). This will include identification of learning opportunities and identification of systems issues at all of the PMA community practices that are identified through these reports. Through these safety data analyses, the Risk and Patient Safety Manager will identify trends, clusters, and risk factors, and utilize benchmarks for comparisons.
- The Risk and Patient Safety Manager will analyze clinical processes, identify potential risks for patients and employees and develop strategies to maximize safety, effectiveness and efficiency while reducing medical error and risk.
- The Risk and Patient Safety Manager will assist in the process of managing adverse events. This includes facilitating safety assessment meetings, interviewing staff, conducting literature searches, preparing materials for hand-offs or performing clinical case reviews, conducting root cause analyses and overseeing the completion of action items.
- The Risk and Patient Safety Manager will provide educational sessions as needed. Sessions include New Employee Orientation, Clinical Redesign, and PSR training programs.
- The role of apology and disclosure in the management of patient complaints and adverse events in the ambulatory setting will be managed by the Risk and Patient Safety Manager.
- In collaboration with the Medical Director of Quality, Safety, and Population Health, the Risk and Patient Safety Manager, will create screening criteria / triggers for ambulatory Morbidity & Mortality rounds.
- The Risk and Patient Safety Manager will be responsible for submission of CRICO Observation Reports.
- The Risk and Patient Safety Manager will serve as an integral member of the following committees:
- - Quality Council
- - Ambulatory Patient Safety Meetings
- - Operations
- The Risk and Patient Safety Manager will be responsible for attending these meetings on a regular basis and reporting to the following Committees and Boards:
- - Physician Executive Leadership Council
- - Board of Trustees
- - Additional PMA, NSPG, CRICO and Partners Health Care Committees as deemed appropriate.
- The Risk and Patient Safety Manager will work closely with the Director of Clinical Services and Innovation on process improvement and quality initiatives that involve patient safety or risk factors. The Risk and Patient Safety Manager will also be responsible for facilitating development of performance improvement action plans around safety and risk and for sharing of best practices across PMA practices.
- The Risk and Patient Safety Manager will enhance his/her professional growth and development through participation in continuing education and professional affiliations.
- The Risk and Patient Safety Manager will demonstrate effective leadership.
- The Risk and Patient Safety Manager will assume responsibility for special projects as deemed appropriate by the administration of PMA and/or NSPG.



- Minimum three to five years experience in risk management, healthcare, patient safety or performance improvement.
- Knowledge of and experience with electronic medical records.
- Knowledge and experience with organizational change a must along with good negotiation and consensus building skills.

- Experience with rapid cycle change management is highly desirable.


- Completion of an accredited Baccalaureate degree program.

- Masters degree.


Preferred: RN with current license to practice in Massachusetts, Certified Professional in Healthcare Risk Management designation

Applicants with relevant experience will be considered. North Shore Medical Center is an affirmative action/equal opportunity employer. Minorities and women are strongly encouraged to apply. Pre-employment drug screening is required.

Why North Shore Physicians Group?

You’ll practice at the leading edge of patient-focused medicine in one of New England’s most scenic and historic locations. And you’ll make a difference every single day. Make your move to NSPG. We’re one team, with one focus. Join us.

With NSPG you’ll experience:

Excellent quality of life

The North Shore area offers:

  • Communities with varied and rich histories and convenient access to museums, art, restaurants and shops.
  • Natural beauty, handsome architecture and vivid history — only 15 miles north of Boston.
  • 30 miles of gorgeous rocky coastline with breathtaking beaches and harbors.
  • World-class sailing and close proximity to the mountains and picturesque New England.
  • Easy access to a multitude of universities, colleges, and public and private schools.

Clinical excellence

  • Our practices are certified Level 3 NCQA Patient-Centered Medical Homes.
  • For the fifth year in a row, North Shore Medical Center has been ranked a top regional hospital in Boston and Massachusetts by U.S. News & World Report.
  • Our affiliate, Massachusetts General Hospital, is one of U.S. News & World Report’s top three Honor Roll hospitals in America.
  • NSPG and NSMC use the Epic EMR that integrates patient care through the Partners HealthCare System, including Massachusetts General Hospital and Brigham and Women’s Hospital.

Career advancement

  • Grow, learn and develop new practice innovations.
  • Continue your medical education.
  • Make academic connections and explore teaching opportunities.
  • Explore leadership opportunities.
  • Develop clinical and administrative career ladders.

A supportive practice environment

  • Collaborative professionals.
  • Patient-centered care model.
  • Leadership that listens and values your contributions and ideas.
  • Autonomy and respect for your skills and expertise.
  • Excellent salary and benefits.


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