Job Description

Job Description

Job Description

Premier Health Partners i n partnership with Erie County Medical Center -- Posted by Grider Support Services, LLC on behalf of our sister organization,

Premier Health Partners is a proud partner of Erie County Medical Center (ECMC) and is dedicated to providing high-quality patient-centered care to our community. We are seeking a Manager, Quality & Patient Experience who will play a key leadership role in shaping how care is delivered across our organization. This individual will lead quality improvement initiatives, analyze outcomes, and foster a culture centered on compassion and excellence. You will collaborate across clinical and operational teams to enhance patient satisfaction and support measurable, lasting improvements in care.

???? Location: 30 North Union Road Williamsville, NY ???? Department: Corporate - Operations ???? Shift: Full-Time | Monday–Friday, 8:00 AM – 4:00 PM

Job Duties

• Design, implement, and oversee quality improvement programs aligned with clinical best practices and regulatory standards.
• Monitor performance data and quality metrics to identify gaps and drive targeted improvements.
• Ensure ongoing compliance with accreditation and regulatory requirements related to patient safety and care standards.
• Lead initiatives to enhance patient engagement and satisfaction across all touchpoints.
• Track and analyze patient feedback to identify trends and opportunities for service enhancement.
• Partner with clinical teams and leadership to address patient concerns and implement service recovery strategies.
• Develop and report on KPIs related to quality, safety, and patient experience for internal leadership.
• Use data analytics to support continuous improvement and informed decision-making.
• Act as a liaison across departments and specialties to align quality and patient experience efforts with organizational goals.
• Educate and train staff in quality improvement methodologies and best practices for patient-centered care.
• Lead multidisciplinary projects focused on improving outcomes and reducing care variability.
• Support and promote a culture of accountability, innovation, and excellence in every patient interaction.

Benefits : We offer a competitive salary and benefits package. The hiring range is between $75,000 to $92,000* annually. Enjoy generous PTO, paid holidays, and top-tier medical coverage with low premiums and full deductible coverage through an HRA—plus dental, vision, life insurance, and great discounts!

Qualifications

Education:

• Bachelor’s degree or related experience, required
• Lean Six Sigma Green Belt Certification, preferred

Experience:

• Minimum of 5 years of experience in quality improvement, patient experience, or healthcare operations
• Minimum of 2 in an ambulatory or outpatient services setting

Skills & Competencies:

• Knowledge of regulatory and accreditation standards, such as The Joint Commission (TJC), Centers for Medicare & Medicaid Services (CMS), and National Committee for Quality Assurance (NCQA).
• Strong analytical skills with experience in performance measurement and data-driven decision-making.
• Excellent communication and leadership skills, with the ability to influence and engage stakeholders at multiple levels.
• Experience with patient satisfaction survey tools and quality improvement methodologies.
• Proficiency in electronic health records (EHR) and other software applications

Grider Support Services, LLC. is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or

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