Director II Safety Quality Patient Experience

Join Cleveland Clinic and experience world-class healthcare at its best. Cleveland Clinic Hillcrest Hospital is a proud Magnet Hospital awarded by the American Nurses Credentialing Center, the highest honor an organization can receive for professional nursing practice. Here, you will work alongside a dedicated team of caregivers, receive endless support and appreciation, and build a rewarding career.

The Director II, Safety, Quality, and Patient Experience (SQPE) provides strategic leadership for safety, quality, and patient experience initiatives across an assigned submarket, including oversight of the largest hospital within that region. This role is responsible for advancing Cleveland Clinic’s commitment to delivering STEEEP care—Safe, Timely, Effective, Efficient, Equitable, and Patient-Centered—while ensuring compliance with regulatory, accreditation, governance, and reporting requirements. The Director leads SQPE teams across multiple facilities, driving consistency in quality assurance, performance improvement, patient safety, and patient experience processes. In partnership with medical staff, hospital leadership, and operational teams, this leader monitors clinical performance outcomes, identifies opportunities for improvement, and leads initiatives that enhance quality, safety, and patient outcomes across both hospital and affiliated ambulatory settings. The role collaborates closely with experts in nursing quality, patient experience, accreditation, infection prevention, environmental health and safety, radiation safety, high reliability, and other disciplines to promote a unified approach to operational excellence. Additionally, the Director supports the implementation of Cleveland Clinic’s objectives, key results, and operations management strategies while ensuring effective quality and safety programs are sustained throughout the submarket.

A caregiver in this position works Monday through Friday from 8:00am to 5:00pm. This role will require travel throughout the east submarket as well as occasional travel to CC Main Campus.

A caregiver who excels in this role will:  

• Direct safety, quality, and patient experience (SQPE) across a submarket and serve as the onsite leader for SQPE at the largest hospital within that submarket. 

• Ensure compliance with reporting, accreditation, and governance requirements within their submarket. Enable the STEEEP (Safe, Timely, Effective, Efficient, Equitable, and Patient-Centered) focus on SQPE. 

• Lead submarket and hospital SQPE departments to ensure consistency in application of assurance and improvement processes. 

• Monitor measured outcomes of clinical care activities, identify opportunities for improvement, and lead clinical improvement activities to improve those measured outcomes. 

• Ensure documentation of the results of clinical activities and that their submarket assignments maintain an effective SQPE program.  

• Assist facility leaders across the submarket with survey preparation and management of regulatory or accreditation surveys.   

• Ensure physician-specific quality data is trended and made available for re-credentialing including appropriate communication of provider information across facilities as permitted by data sharing agreements.  

• Coordinate public reporting of quality data and serve as a liaison with reporting agencies.  

• Ensure all required measures are collected, validated for data integrity, and reported to appropriate entities, including any external organizations which Cleveland Clinic has agreed to participate in.  

• Ensure staff development, counseling, performance evaluations, and hiring of positions for all direct reporting areas.  

• Develop, maintain and/or manage policies, procedures and budgets.  

Minimum qualifications for the ideal future caregiver include:  

• Master’s degree OR bachelor's degree and 7 years of relevant, progressive healthcare management experience with full understanding of hospital requirements for SQPE

• Certified Professional Healthcare Quality (CPHQ).  

• Six years of relevant healthcare management experience with full understanding of hospital requirements for SQPE.  

Preferred qualifications for the ideal future caregiver include:  

• Registered Nurse (RN), Certified Patient Safety Professional (CPPS), Healthcare Accreditation Certification Program (HACP) or Certified Joint Commission Professional (CJCP), Certified in Infection Control (CIC), process improvement certification, certified in infection control and/or Certified Patient Experience Professional (CPXP).  

Why You'll Love Working with Us:

• 403(b) Savings & Investment Plan
• Investment Pension Plan (IPP) 
• Tuition Reimbursement
• Paid Time Off (PTO) 
• Employee Discounts
• Dental and Vision Plans 
• Life Insurance and Disability 

Physical Requirements:

• Required Physical and Environmental Demands: Requires frequent walking from department to department; requires sitting at a workstation or desk; requires standing; work may include occasional pushing and/or pulling, lifting, and carrying objects weighing up to 20 lb., such as files, documents, and computer printouts.
• Work requires finger dexterity and eye hand coordination to operate a computer keyboard at a moderate skill level.
• Working Conditions: Physical Requirements: Sitting: Frequently (34% – 66% of the time) Standing: Frequently (34% – 66% of the time) Walking: Occasionally (1% – 33% of the time) Bending: Occasionally (1% – 33% of the time) the time.
• Mental Demands: Ability to work at a fast pace and to prioritize multiple assignments/projects and respond to numerous requests; ability to resolve conflicts among staff and to work collaboratively with department director, physicians and other members of the healthcare team; ability to ensure operational efficiency; ability to problem solve and make decisions; ability to exercise self-control and tolerate stress when dealing with multiple requests and/or conflicting demands from multiple customers.
• Special Demands: Needs minimal sustained direction in assessing needs, directing staff, and conducting departmental and professional responsibilities; self-starting and self-motivating; working hours may exceed eight hours per day and is based on what is needed to accomplish work at hand. OSHA Category: (for Blood-borne pathogens).
• Minimal or No potential for exposure. Ages of Patients Served: Provides patient care or has patient interaction to all age's specific population of patients.

Personal Protective Equipment:

• Follow Standard Precautions using personal protective equipment as required for procedures.