Job description
Responsible for planning and monitoring the consistent readiness of all quality management and quality improvement processes under the guidance of the facility's leadership. Also responsible for overseeing and coordinating facility efforts to monitor and maintain regulatory and accreditation standards while creating a culture of quality in the facility.
Responsibilities:
Developing a quality improvement program for the facility
Initiating and overseeing the development of comprehensive quality improvement program
Reviewing regularly the program in light of changes in the needs of the organization an in the law and policies and procedures of managerial and governmental bodies
Coordinating with the other sections the development, implementation, and evaluation of the facility's overall quality improvement program
Providing leadership in the development and management of the quality improvement initiatives: identifying trends, prioritizing and recommending improvements, decreasing duplication, and ensuring JCIA compliance
Overseeing processes and procedures for collection and analysis of relevant data
Developing and implementing systems, policies, and procedures for the identification, collection, and analysis of performance measurement data
Suggesting improvements based on the voice of the customer’s collection methods (patients satisfaction surveys, focus groups, mystery shopper programs, etc.) or incident reports, patient complaints, patient care issues, or other issues as requested by the senior management
Participating in customer’s feedback meetings and customer committees
Consulting on satisfaction measurement initiatives, tools, methodology and associated cost estimating
Developing satisfaction measurement projects timelines and coordinating needed internal support
Supervising the conduct of qualitative methodology including face-to-face interviews, telephone interviews, focus group/roundtable discussions with patients, stakeholders, employees and customers
Directly supervising outside research suppliers, including interviewing, selection and training
Evaluating the customer research reports and supporting information providing interpretation of study results and methodologies
Monitoring the related staff performance and the quality of the studies, to ensure quality, cycle time and budgetary control of entire patients’ satisfaction research process
Identifying the quality improvement methodology and concepts to be followed, in coordination with management directions
Leading the department/section
Providing strategic oversight of proactive and reactive quality improvement activities
Providing overall direction necessary in order to ensure that services are provided in accordance to the established standards
Overseeing the reporting of events as required by regulatory agencies
Providing input for the department budget related to quality (e.g., information systems)
Maintaining relationships with key stakeholders for the quality programs of the facility
Educating and communicating
Supervising the methods used for communicating the improvement and innovation
principles, methods, tools and achievements to the staff
Acting as a resource to the staff; providing relevant training, mentoring, assessment and development plans
Ensuring that the work of the department/section is effectively coordinated with other departments/sections in a timely manner and is aligned to the overall facility goals
Planning and overseeing the volunteers, trainees or interns within the department
Mentoring, coaching and developing the skills and abilities of developees in the section and when applicable, reviewing their achievements and providing on the spot training
Managing the team
Leading, facilitating, and advising on internal quality improvement teams
Planning and supervising the day to day activities of the section; streamlining processes wherever possible
Evaluating workload, conducting performance evaluation and initiating necessary disciplinary actions
Understanding the training requirements of the team and communicating the same for the benefit of the training department
Providing practical training and education across such areas as: conflict resolution, grievance handling, employment law, performance management and negotiation with staff associations
Providing on the job training and orienting the team during course of work
Committee responsibilities Acting as an expert of quality and safety issues in all task forces/committees to establish performance innovation priorities
Qualifications:
Qualification :-
Special Certificate:-
Required:
6-8 years of relevant progressive experience in a similar role with 3 years of supervisory experience
Desired:
Experience in a large healthcare facility