Quality Manager

Role Overview

Quality Manager at SEHA. The role is responsible for planning and monitoring the consistent readiness of all quality management and quality improvement processes under the guidance of the facility's leadership, overseeing and coordinating facility efforts to monitor and maintain regulatory and accreditation standards, and creating a culture of quality in the facility.

Role Purpose

Establish and sustain comprehensive quality management and quality improvement processes that align with organizational strategy, regulatory requirements, and accreditation standards while fostering a facility-wide culture of continuous quality enhancement.

Key Responsibilities

Strategy & Planning

• Develop a quality improvement program for the facility.
• Initiate and oversee the development of a comprehensive quality improvement program.
• 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.
• 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.

Program Coordination & Implementation

• Coordinate with other sections the development, implementation, and evaluation of the facility's overall quality improvement program.
• Ensure that the work of the department or section is effectively coordinated with other departments or sections in a timely manner and is aligned to the overall facility goals.
• Provide overall direction necessary to ensure that services are provided in accordance with established standards.
• Supervise the methods used for communicating improvement and innovation principles, methods, tools and achievements to staff.

Quality Leadership & Initiatives

• Provide leadership in the development and management of quality improvement initiatives: identifying trends, prioritizing and recommending improvements, decreasing duplication, and ensuring JCIA compliance.
• Lead, facilitate, and advise on internal quality improvement teams.
• Act as an expert of quality and safety issues in all task forces or committees to establish performance innovation priorities.

Data Management & Analysis

• Oversee processes and procedures for collection and analysis of relevant data.
• Develop and implement systems, policies, and procedures for the identification, collection, and analysis of performance measurement data.

Customer Satisfaction & Feedback

• Suggest 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 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, focus group or 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 the related staff performance and the quality of the studies to ensure quality, cycle time and budgetary control of the entire patients' satisfaction research process.

Regulatory & Compliance

• Oversee the reporting of events as required by regulatory agencies.
• Maintain relationships with key stakeholders for the quality programs of the facility.

Financial & Resources

• Provide input for the department budget related to quality (for example, information systems).

Team Management & Development

• Plan and oversee volunteers, trainees or interns within the department.
• Mentor, coach and develop the skills and abilities of team members in the section and when applicable, review their achievements and provide on-the-spot training.
• Act as a resource to staff; provide relevant training, mentoring, assessment and development plans.
• Plan and supervise the day-to-day activities of the section; streamline processes wherever possible.
• Evaluate workload, conduct performance evaluation and initiate necessary disciplinary actions.
• Understand the training requirements of the team and communicate the same for the benefit of the training department.
• Provide practical training and education across such areas as conflict resolution, grievance handling, employment law, performance management and negotiation with staff associations.
• Provide on-the-job training and orient the team during course of work.

Qualifications & Experience

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

Skills & Competencies

• Quality management and quality improvement methodologies.
• Regulatory and accreditation standards knowledge.
• Data collection and analysis.
• Customer satisfaction measurement.
• Research supervision and evaluation.
• Team leadership and staff development.
• Budget management.
• Process improvement and streamlining.
• Training and mentoring capabilities.