Quality Manager (-Research Center

Job Overview

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.

• Developing a quality improvement program for the facility
• Initiating and overseeing the development of a comprehensive quality improvement program
• Reviewing regularly the program in light of changes in the needs of the organization, law, and policies and procedures of managerial and governmental bodies
• Coordinating with 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 JCI 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 (patient satisfaction surveys, focus groups, mystery shopper programs, etc.) or incident reports, patient complaints, patient care issues, or other issues as requested by senior management
• Participating in customer feedback meetings and customer committees
• Consulting on satisfaction measurement initiatives, tools, methodology, and associated cost estimating
• Developing satisfaction measurement project 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 the entire patient 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 to ensure services are provided in accordance with 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 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 overall facility goals
• Planning and overseeing volunteers, trainees, or interns within the department
• Mentoring, coaching, and developing the skills and abilities of developees in the section, reviewing achievements, and providing on‑the‑spot training when applicable
• Managing the team
• Leading, facilitating, and advising on internal quality improvement teams
• Planning and supervising day‑to‑day activities of the section; streamlining processes wherever possible
• Evaluating workload, conducting performance evaluations, 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 areas such as conflict resolution, grievance handling, employment law, performance management, and negotiation with staff associations
• Providing on‑the‑job training and orienting the team during the course of work
• Acting as an expert of quality and safety issues in all task forces/committees to establish performance innovation priorities

Acting as an expert of quality and safety issues in all task forces/committees to establish performance innovation priorities.

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