Quality Manager (SEHA-Research Center)

Role Overview

Quality Manager at SEHA Hospitals, SEHA-Research Center, located in Abu Dhabi. Responsible for planning and monitoring the consistent readiness of all quality management and quality improvement processes under the guidance of the facility's leadership, while overseeing and coordinating facility efforts to monitor and maintain regulatory and accreditation standards and creating a culture of quality in the facility.

Role Purpose

To lead the development, implementation, and oversight of comprehensive quality improvement programs and processes; to ensure regulatory and accreditation compliance; to manage quality data collection and analysis; and to foster a culture of continuous quality improvement across the organization.

Key Responsibilities

Quality Improvement Program Development

• Initiate and oversee the development of comprehensive quality improvement programs.
• Review regularly the program in light of changes in the needs of the organization and in the law and policies and procedures of managerial and governmental bodies.
• Coordinate with other sections the development, implementation, and evaluation of the facility's overall quality improvement program.
• Provide leadership in the development and management of quality improvement initiatives: identifying trends, prioritizing and recommending improvements, decreasing duplication, and ensuring JCAH compliance.
• Identify the quality improvement methodology and concepts to be followed, in coordination with management directions.
• Provide strategic oversight of proactive and reactive quality improvement activities.

Data Collection and Analysis

• Develop and implement systems, policies, and procedures for the identification, collection, and analysis of performance measurement data.
• Suggest improvements based on the voice of the customer's collection methods including patients satisfaction surveys, focus groups, and mystery shopper programs.
• Monitor incident reports, patient complaints, patient care issues, or other issues as requested by senior management.
• Participate in customer feedback meetings and customer committees.
• Consult on satisfaction measurement initiatives, tools, methodology, and associated cost estimating.
• Develop satisfaction measurement projects timelines and coordinate needed internal support.
• Supervise the conduct of qualitative methodology including face-to-face interviews, telephone interviews, and focus group/roundtable discussions with patients, stakeholders, employees, and customers.
• Directly supervise outside research suppliers, including interviewing, selection, and training.
• Evaluate customer research reports and supporting information, providing interpretation of study results and methodologies.
• Monitor related staff performance and the quality of the studies to ensure quality, cycle time, and budgetary control of the entire patients' satisfaction research process.

Department Leadership and Operations

• Provide overall direction necessary to ensure that services are provided in accordance with established standards.
• Oversee the reporting of events as required by regulatory agencies.
• Provide input for the department budget related to quality, including information systems.
• Maintain relationships with key stakeholders for the quality programs of the facility.
• Plan and supervise the day-to-day activities of the section; streamline processes wherever possible.
• Evaluate workload, conduct performance evaluations, and initiate necessary disciplinary actions.

Education and Communication

• Supervise the methods used for communicating improvement and innovation principles, methods, tools, and achievements to staff.
• Act as a resource to staff, providing relevant training, mentoring, assessment, and development plans.
• Ensure that the work of the department/section is effectively coordinated with other departments/sections in a timely manner and is aligned to overall facility goals.
• Plan and oversee volunteers, trainees, or interns within the department.
• Mentor, coach, and develop the skills and abilities of developees in the section and, when applicable, review their achievements and provide on-the-spot training.
• Understand the training requirements of the team and communicate the same for the benefit of the training department.
• Provide practical training and education across areas including conflict resolution, grievance handling, employment law, performance management, and negotiation with staff associations.
• Provide on-the-job training and orient the team during the course of work.

Team Leadership and Development

• Lead, facilitate, and advise on internal quality improvement teams.

Committee Responsibilities

• Act as an expert on quality and safety issues in all task forces/committees to establish performance innovation priorities.

Qualifications & Experience

• 6–8 years of relevant progressive experience in a similar role.
• 3 years of supervisory experience.
• Experience in a large healthcare facility (desired).