Quality Coordinator

ORGANISATIONAL RELATIONSHIP

The Quality Coordinator will report directly to the General Manager-Quality and Risk Management and indirectly to the Medical Director at the Sangre Grande Hospital and the County Medical Officer of Health within the County.

NATURE & SCOPE

The Quality Coordinator is responsible for orienting and implementing Quality strategies and principles throughout the organization to adapt a total quality management system for a quality, customer-focused organization.
They ensure the provision of quality health care and service to all customers, both internally and externally, in a prompt and efficient manner.

SPECIFIC ACCOUNTABILITIES

The Quality Coordinator:

• Ensures the standard of health care for customers of the ERHA is maintained by collecting and analyzing data from Health Facilities.
• Monitors and evaluates services at Departments/Facilities to ensure satisfaction and identify areas for improvement.
• Develops Business Plan for respective area in collaboration with relevant Heads of Department based on information generated by audits, studies, surveys (Wait time, Satisfaction), Client Feedback, and other sources.
• Manages the Client Feedback System, submitting monthly/quarterly/bi-annual/annual Client Feedback Reports and distributing them to all senior personnel.
• Monitors the standard of health care through audits, studies on waiting times, customer satisfaction surveys, complaints, and other issues affecting services and ASA targets, compiling reports for unit management.
• Investigates all Adverse Events, compiling reports and developing corrective action plans with unit management.
• Recommends training programs and corrective measures following information collection.
• Recommends and ensures the implementation of corrective evaluation actions using quality management tools.
• Advises quality improvement health teams established to report to client feedback throughout the organization.
• Advises quality improvement health teams established to respond to problems arising at Health Facilities.
• Assists in implementing the Accreditation Standards Manual for the Health sector or any other legislation to improve quality health care practices and delivery in the Region.
• Contributes to the development and implementation of policies, procedures, and standard operating procedures.
• Supports the development and implementation of the Region’s Quality Manual.
• Maintains, monitors, and evaluates the quality management system.
• Contributes to client satisfaction by applying conflict resolution skills.
• Markets the Quality Management System.
• Conducts quality orientation training for new and existing staff at respective areas on structure, confidentiality, customer service, infection control, policies, etc.
• Supervises staff and responds to quality issues beyond 8 am to 4 pm and on weekends.
• Performs related work as may be necessary by the appropriate Authority.

KEY KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of the Health Sector Reform Programme.
• Well-spoken and the ability to communicate well with clients and staff.
• Ability to collect and analyze data.
• Ability to establish and maintain effective working relationships with staff and clients.
• Ability to use Microsoft Office Suite.
• Ability to work without supervision.

MINIMUM TRAINING AND EXPERIENCE

• Training as evidenced by a Bachelor’s Degree in Management or a related discipline from a recognized university.
• Certificate in Applied Quality Management Systems (e.g., CIQM, CQM) or any equivalent training.
• Training in Data Analysis and investigative skills will be an asset.
• At least three (3) years of training and experience working within a Quality Assurance System.
• Experience working in the Health Sector.
• Any equivalent combination of training and experience.

SUPERVISORY RESPONSIBILITIES

• Customer Relations Officers
• Customer Service Representatives
• Clerical Staff

COMMUNICATION AND WORKING RELATIONSHIP

Internal:

• General Manager-Quality and Risk Management
• Medical Director
• County Medical Officer of Health
• Primary Care Physician IT
• Other Members of the Quality Department
• All Heads of Department

External:

• Ministry of Health
• Other Regional Health Authorities