Job Description

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