Clinical Quality Manager Marie Stopes Zambia

Marie Stopes Zambia (MSZ) is a results-focused social enterprise, which uses modern marketing techniques to provide family planning and reproductive healthcare. MSZ is part of the global network that is MSI Reproductive Choices (MSI) and MSZ subscribes to the MSI goal and mission, which is to prevent unwanted births and to ensure the individual’s right to Children by Choice not Chance. MSZ’s goal is to meet the needs of underserved Zambians and dramatically improve access and use of family planning and other reproductive health services.

It is a role requirement that the job holder must fully support the concept of Child Protection, zero tolerance for fraud and bribery and comply with and promote and live MSI CORE VALUES: mission driven, customer focused, results orientated, pioneering, sustainable and people centered.

Purpose

The primary responsibility of this role is to promote MSZ’s mission of ensuring the individual’s right to: CHILDREN BY CHOICE, NOT CHANCE.

The Clinical Quality Manager will be responsible for providing clinical quality supervision and focused clinical trainings in all service delivery channels in the assigned region of work. He/she will be part of the Clinical Quality Team to ensure that client-centered services are delivered in accordance with MSI clinical quality standards. The post will be based in at MSZ Lusaka Support Office with travel to service delivery points in support of quality assurance through monitoring, mentoring and clinical training of staff at MSI supported service sites.

Key Responsibilities

Client Safety

• Advise management on the adoption and operationalisation of client safety processes and procedures within the country programme
• Ensure clinical guidelines and best practices are reinforced at all MSZ service delivery points

Client Centered Care

• Lead implementation of MSI’s Client Centered Care initiatives
• Responsible for client centered care performance management of the teams and supervisors
• Coordinate with Channel Leads in effective Management of Expression of Dissatisfaction by clients as per the MSI policies and guidelines.

Clinical Quality Audits

• Lead the Clinical Quality Team to conduct yearly internal clinical audits for all sites across all MSZ channels
• Work with Channel Leads to prepare a schedule for CQIA – dates, sites and assign appropriate assessors
• Update, maintain and manage the CQIA Database for the country programme
• Make proper use of available databases to facilitate quality assurance & trainings
• Ensure Support Office complies with Clinical Audit requirements – Model Site Status, Completion of CQIAs
• Conduct supportive clinical supervision at various MSZ service delivery sites and support development and implementation of action plans in response to these visits
• Facilitate improvement in key quality indicators in service delivery channels
• Conduct clinical quality assessments for all assigned service delivery sites.

Clinical Incident Management

• Lead capacity building for all team members on the recognition, reporting and management of clinical incidents
• Support the Incident Management Officer in follow ups of incident notification forms from service delivery points and escalate red incidents to Global MDT according to required timelines
• Work with Incident Management Officer to ensure additional documentation is submitted, investigations are conducted, and feedback provided to reporting sites
• Support the updating, maintaining, and reporting of incidents on the Master Incident Database

Leadership

• Demonstrate a strong commitment to MSZ mission and goals and encourage a similar commitment from all team members
• Line manage the Clinical Quality Advisors
• Provide leadership to clinical team members and other clinical service providers
• Develop workplans for clinical team members and liaise with other Channel Leads (PSS, OR & Centers) to develop and harmonize joint workplans for channels
• Ensure that a high level of communication is maintained within the clinical team and with other departments
• Encourage a positive culture, work environment and attitude among all clinical team members
• Be able to stand in as Clinical Director whenever assigned to do so.

Non-Core Service Support

• Provide quality assurance support to sites for non-core services provision
• Support channel managers and marketing team on introduction and service set-up for new services
• Ensure institutionalization and adherence to safe care quality standards at all MSZ Centres

Other Responsibilities

• Provide Long-Term Acting Reversible Contraceptives LARC (IUDs & Implants), Permanent Methods (Mini-Lap Tubal Ligations MVA & Vasectomies), and other general health care services at Family Health Clinic in Lusaka and Ndola
• Participate actively in relevant workshops and conferences and contribute to the review of clinical related manuals, standards, and protocols for the benefit of MSZ and its affiliates
• Participate and make contributions during internal MSZ workshops and seminars such as quarterly review meetings, Business Planning meetings, Project inception workshops, Annual General Meetings, and all others as and when necessary
• Work in collaboration with from Clinical Services Director to liaise with the Ministry of Health to ensure that MSZ is fully updated with local Reproductive Health policies and guidelines
• Remain clinically active in MSZ core services
• Liaise with the marketing team to address clinical issues in the media to protect and enhance MSZ’s reputation

Qualifications

• Must have a recognized Professional qualification in Medicine or Nursing
• Master’s Degree will be an added advantage
• At least eight (8) years post graduate experience in a clinic, hospital, or Public Health environment
• Must be registered/licensed and in good standing with a recognized/related clinical professional body in Zambia
• Experience in managing USAID / SIDA / UN or other donor funded projects
• Experience in project management
• Management level experience will be an added advantage.

Skills

• Proven clinical training skills
• Hands-on skills in providing clinical services
• Extensive working knowledge of Microsoft Office Suite
• Ability to work well with others in team environments
• Manage multiple stakeholder relationships
• Should be able to work in deadline driven/results orientated atmospheres
• Strong people management skills
• Strategic guidance and planning skills
• Report writing skills

Attitude

• Pro-choice
• Motivated personally and professionally to develop
• Willingness to travel extensively locally and internationally

Note: MSI takes a zero tolerance approach to fraud and bribery, terrorism, money laundering, sexual harassment, sexual misconduct or any safeguarding issues. Applicants will be subjected to a Police Clearance Check and Reference Checks.