Manager - Risk, Safety & Customer Service Improvement

Sheikh Shakhbout Medical City

Developing a quality improvement program for the facility

• Initiating and overseeing the development of comprehensive quality and customer service 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 and customer service 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 possibl
• 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