Assistant Manager

This role supports the development, implementation, and maintenance of quality management systems within a healthcare setting, ensuring compliance with local, national, and international standards. The position involves assisting in regulatory compliance initiatives, particularly those related to Joint Commission International Accreditation (JCIA), and collaborating with clinical teams to enhance patient safety and care quality. The incumbent will also contribute to staff training, risk management, data analysis, and patient complaint resolution, fostering a culture of continuous improvement and accountability across the hospital.

Key Responsibilities

Quality Management & Regulatory Compliance:
Assist in developing and maintaining quality management systems and performance metrics to monitor compliance with healthcare regulations and standards. Support institutional efforts to meet international quality standards by implementing policies and auditing departmental performance. Aid the Head of Department and Quality Management Division (QMD) Manager in JCIA-related activities, including conducting tracers under supervision. Ensure adherence to local, state, and federal regulations, and facilitate clinical governance processes to improve patient safety. Collaborate with clinical teams to analyze patient care processes and identify improvement opportunities. Oversee periodic reviews of departmental quality systems to maintain compliance.

Employee Development & Performance Matrix:
Conduct training programs on quality improvement methodologies and patient safety under supervision. Orient new staff within the Quality Improvement and Patient Safety Department. Assist in preparing policies, procedures, and manuals for clinical and non-clinical departments. Support credentialing and privileging record maintenance. Promote a culture of continuous improvement and accountability. Act as a liaison among healthcare providers, administrative staff, and external stakeholders to advance quality initiatives. Engage physicians, managers, and staff in discussions on quality improvement projects and patient safety.

Risk Management:
Support users in maintaining and analyzing the Incident Reporting System. Analyze identified risks to determine root causes and develop process improvements to enhance system performance. Design and implement solutions to prevent recurring failures. Develop and maintain the Risk Register across all facilities.

Data Analysis & Reporting:
Analyze data related to patient outcomes, safety incidents, and quality metrics to guide decision-making. Prepare reports and presentations on quality improvement initiatives for senior management. Conduct periodic reviews of departmental quality systems and ensure data validity and compliance with key performance indicators (KPIs). Implement strategies to sustain hospital-wide compliance with regulatory bodies such as the PHC. Develop data-driven plans related to risk management, quality improvement, and data analysis.

Patient Complaints, Concerns & Issues:
Manage patient complaints, both written and verbal, in accordance with departmental policies and quality management programs. Provide expert guidance to patients and attendants, addressing concerns to improve their experience. Collaborate with consultants, physicians, and managers to enhance patient convenience at public interface counters. Work diligently to resolve patient issues and deliver superior service. Compile and analyze complaint statistics, attend relevant meetings, and keep the Head of Department informed about ongoing activities and significant issues.

Other Tasks & Responsibilities:
Represent the department in various forums as required. Conduct semi-annual and annual analyses of complaints and other relevant data. Perform additional duties assigned by the Head of Department or management, consistent with knowledge and skills.

Required Qualifications
- Relevant degree or diploma in healthcare quality management, nursing, or a related field.
- Experience in quality management systems and regulatory compliance within a healthcare environment.
- Knowledge of JCIA standards and healthcare accreditation processes.
- Strong analytical and data interpretation skills.
- Ability to conduct training and facilitate staff development.
- Excellent communication and interpersonal skills to engage with multidisciplinary teams.

Preferred Qualifications and Benefits
- Experience with incident reporting systems and risk management tools.
- Familiarity with local, state, and federal healthcare regulations.
- Prior involvement in clinical governance and patient safety initiatives.
- Commitment to fostering a culture of continuous improvement and accountability.

Note: The employer maintains a strict policy against sexual exploitation and abuse, with all candidates subject to thorough background checks and controls.