Quality Assurance Officer at CarePoint Hospitals Limited

The Quality Assurance Officer is responsible for ensuring the effective implementation and maintenance of Quality and Risk Management Policies, Standard Operating Procedures (SOPs), and compliance with ISO and COHSASA criteria. The officer will support department heads in interpreting and executing quality assurance and improvement projects, providing guidance on quality systems implementation in line with hospital strategy and international best practices in the healthcare industry.

Key Responsibilities:

Quality Assurance:

• Submit monthly QA activity reports.
• Evaluate internal customer service performance through monthly and quarterly reports.
• Analyze and report on incidents and complaints data quarterly.
• Conduct monthly spot checks and maintain reports on outsourced services.
• Develop and update policies, procedures, and processes in line with ISO standards.
• Monitor compliance with ISO 9001 standards.
• Track and report on quarterly departmental Quality Improvement Plans (QIPs).
• Perform company-wide quality audits three times a year.
• Assess risk and monitor the effectiveness of risk controls monthly.
• Ensure adherence to the hospital\'s Quality Management System (QMS) across all departments.

Documentation:

• Ensure proper filing, scanning, and archiving of departmental documents monthly.
• Collaborate with process owners to improve document management practices.
• Maintain a list of ISO champions in each department to facilitate the ISO process.

Internal Process Audit:

• Conduct audits and spot checks of both clinical and non-clinical processes.
• Monitor and report on compliance with ISO 9001 and other relevant standards.
• Conduct unscheduled spot checks on outsourced services and submit monthly reports.
• Identify risks from process audits and recommend improvements.
• Test process controls periodically to minimize risks.

Process Improvement:

• Assist in the awareness and implementation of COSO and Kaizen projects.
• Identify and report sources of financial loss, suggesting improvement measures.
• Help implement COSO and Kaizen systems hospital-wide.

Customer Satisfaction:

• Administer internal customer satisfaction surveys monthly, analyze data with SPSS, and report findings quarterly.
• Handle, review, and resolve patient and internal customer complaints, and provide weekly reports.

Training and Development:

• Conduct quality assurance-related training for hospital staff as per the training calendar.
• Coordinate process improvement training and submit reports within 48 hours.
• Perform any other duties as assigned by the Quality Assurance Lead.

Key Performance Indicators (KPIs):

• Ensure the highest standard of care, aligning with international standards and ensuring personalized care for each patient.
• Apply quality improvement techniques to identify inefficiencies and offer recommendations.
• Achieve 95% stakeholder satisfaction by conducting quarterly satisfaction surveys (consultants, nurses, etc.).
• Achieve a 70% reduction in patient complaints.
• Ensure 99% triage accuracy in OPD.
• Ensure 80% compliance with the use of consent forms and standard clerking/discharge forms.

Qualifications and Experience:

• Minimum Bachelor’s degree (B.Sc) in a relevant science field.
• 3-5 years of relevant experience, preferably in the healthcare sector.
• Knowledge of ISO and COHSASA standards, installation, and implementation.
• Certification in Quality Assurance is a plus.

Key Skills and Competencies:

• Strong multitasking and time management skills.
• Excellent communication and interpersonal abilities.
• Ability to remain calm under pressure and work in a high-stress environment.
• Strong leadership and mentoring skills.
• Proficiency in MS Office and patient management software.
• Ability to handle confidential information with discretion.
• Excellent problem-solving, conflict resolution, and critical thinking skills.
• Patient-oriented with excellent counseling abilities.