Project Manager - Quality Improvement & Patient Advocacy

Job description

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One! We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South. Reporting to the President, this role supports organizational readiness by assisting with quality improvement activities, managing patient advocacy processes, and contributing to operational improvements. Working closely with leadership, the position helps identify and enhance processes in preparation for regulatory compliance and audits while overseeing the full cycle of patient advocacy functions. Models appropriate behavior as exemplified in MLH Mission, Vision and Values. 60082350 - Project Manager - Quality Improvement & Patient Advocacy Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence. A Brief Overview Reporting to the President, this role supports organizational readiness by assisting with accreditation activities, managing patient advocacy processes, and contributing to operational improvements. Working closely with leadership, the position helps identify and enhance processes in preparation for regulatory compliance and audits while overseeing the full cycle of patient advocacy functions. What you will do Operations - Manages, coordinates, prepares and helps implement project plans to support strategic operational initiatives. Manages defined projects or phase(s) of projects to identify, recommend, and implement changes to increase efficiency. Quality Improvement - Leads and designs processes related to accreditation and ISO: 9001 compliance, including the Quality Management System and Internal Audit. Serves as the subject matter expert in CMS Conditions of Participation, ISO: 9001, NIAHO, State agency, Internal Audits and other accreditation and certification requirements. Patient Advocate/Administrative Duties - Patient Advocate serves as a liaison, problem solver, negotiator, mediator, and trainer, on behalf of patients/significant others, working with administration, physicians, and all organizational staff in order to improve or maintain relationships and environments that are conducive to quality patient care. The advocate works to prevent problems from occurring, supports the patient's/significant other's role in care, and ensures focus on customer service, patient's rights and ethical issues. Models appropriate behavior as exemplified in MLH. Assist Senior leaders with administrative functions. Education Qualifications Bachelor's Degree Business Administration Bachelor's Degree Healthcare Administration Bachelor's Degree Nursing Bachelor's Degree Allied Health Experience Qualifications 0-1 years Skills and Abilities Ability to use problem solving skills in clinical and non clinical areas. Manages, coordinates, prepares and helps implement project plans to support strategic operational initiatives. Manages defined projects or phase(s) of projects to identify, recommend, and implement changes to increase efficiency. Demonstrates proficiency in the Microsoft Office program (Word, Excel, PowerPoint, and Outlook) or programs as indicated in the specific function within the department. Demonstrates the ability to take initiative and independently manage a variety of tasks across the hospital with skill and judgment. Demonstrates exceptional verbal, written, and interpersonal skills; adept at presenting and communicating business information to key stakeholders. This role requires strong communication and interpersonal skills to serve as an effective liaison between patients, families, and hospital staff. It demands the ability to mediate conflicts, negotiate solutions, and resolve concerns with professionalism and empathy. Success also relies on sound problem‑solving, emotional intelligence, and a commitment to patient rights, customer service, and ethical care. This position plays a key role in maintaining the hospital’s operational effectiveness by supporting both financial efficiency and a high‑quality patient experience. Supervision Provided by this Position There are no supervisory responsibilities assigned to this position. Physical Demands The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion. Must have good balance and coordination. The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently. The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading. The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work. Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity. Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community.