Manager, Quality Assurance and Patient Experience (BRAC Healthcare Ltd.)

Job Description

Title: Manager, Quality Assurance and Patient Experience (BRAC Healthcare Ltd.)

Company Name: BRAC Enterprises

Vacancy: --

Age: 24 to 45 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 5 years
• The applicants should have experience in the following business area(s): Hospital, Diagnostic Centre, Healthcare Startup

The candidate should have an MBBS and MPH or MBA in Hospital Management / Management from a reputed institution with a minimum CGPA of 2.50 or 2nd class/ division or equivalent result in all academic examinations

• At least 5 years
• The applicants should have experience in the following business area(s): Hospital, Diagnostic Centre, Healthcare Startup

• Age 24 to 45 years

• Proven experience in a multi-service healthcare environment (diagnostics, laboratory, pharmacy) is highly desirable.

• Experience with healthcare accreditation (JCI, ISO) is a strong advantage.

• Ability to develop and implement patient satisfaction survey tools and analyze the data.

1. Leadership & Strategy

• Lead a service-wide Quality Program, developing and overseeing a unified QMS applicable to all BRAC Healthcare Centers.

• Champion the organization's quality and patient safety vision, acting as a primary change agent to embed a quality-first culture.

• Lead the organization's preparation for and maintenance of national and international healthcare accreditations (e.g., JCI, ISO 9001, 15189).

• Stay abreast of changes in healthcare regulations and ensure all policies and procedures are updated accordingly.

2. Patient Experience & Total Complaint Management

• Establish and manage a robust, multi-channel patient complaint and feedback system (e.g., in-person, online, phone, Complain dashboard) to ensure all issues are heard.

• Develop and implement clear Standard Operating Procedures (SOPs) for timely acknowledgment, investigation, root cause analysis, and resolution of all complaints.

• Ensure a closed-loop feedback process where complainants are informed of the actions taken, demonstrating accountability and building trust.

• Analyze complaint and feedback data quarterly to identify systemic trends, service gaps, and opportunities for improvement, presenting findings to the leadership team.

3. Training, Development & Staff Onboarding

• Develop and implement a comprehensive QA training program for all staff, including clinical and non-clinical personnel, on topics like service excellence, communication, and safety protocols.

• Lead the Staff Onboarding, Training and Orientation program for quality and patient safety, ensuring all new hires understand QMS and other policies, their role in maintaining standards, and patient safety protocols from day one.

• Provide staff with the tools, training, and techniques to achieve and sustain quality standards, fostering ownership at all levels.

4. Clinical Risk Management & Patient Safety

• Implement a proactive clinical risk management program to identify, assess, and mitigate patient safety risks across all service lines.

• Oversee incident reporting systems, ensuring all adverse events and near-misses are reported, analyzed, and used for preventive learning.

• Champion patient safety initiatives, such as hand hygiene campaigns, medication safety protocols, and infection prevention and control (IPC) programs.

5. Data Analysis & Performance Improvement

• Establish key performance indicators (KPIs) for quality, safety, and patient experience across all service lines.

• Utilize QA dashboards to monitor performance, produce regular data-driven reports for leadership, and measure against set benchmarks (e.g., patient satisfaction scores, lab error rates, complaint resolution times).

• Lead and facilitate Continuous Quality Improvement (CQI) projects using methodologies like PDCA, Lean, or Six Sigma to drive measurable enhancements in service delivery and patient outcomes.

Safeguarding responsibilities:

• Establish a safeguarding culture across all levels of the programme by implementing the safeguarding policy. Act as a key source of support, guidance, and expertise on safeguarding for establishing a safe working environment.

• Responsible to ensure team members are appropriately trained, supported, and have access to resources regarding issues that are identified and actioned in accordance with the safeguarding policy and procedure.

• Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.