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Operational Improvement Lead
2 months ago
About the Role
The Clinical Excellence Specialist is a key member of the BioScript Solutions team, responsible for overseeing incident management, patient feedback integration, and quality audits to drive continuous improvement within our organization.
Key Responsibilities
- Oversee all incidents working closely with the quality team on Quality Incident Reports (QIRs) and Adverse Events (AEs), and implement necessary business improvements with Education and Operational leadership.
- Oversee the execution of Quality Audits with Regional Managers, ensuring compliance with established standards and identifying opportunities for improvement.
- Lead external audits, ensuring adherence to regulatory requirements and best practices.
- Integrate findings from internal quality audits into BioScript Solutions processes, driving improvements and enhancing overall quality.
- Drive a culture of continuous improvement by fostering a mindset of innovation and excellence.
- Collaborate with the Senior Manager, Operational Excellence to develop a Quality dashboard for BioScript Solutions.
- Integrate patient feedback by collecting, analyzing, and implementing the feedback to make process improvements.
- Drive efficiency of incident reporting and management, ensuring timely resolution and follow-up.
- Support the National Program Manager with client escalations related to quality and contracted service expectations, addressing concerns and implementing corrective actions as needed.
- Collaborate with Patient Support Programs and Pharmacy to optimize compliance and persistence through value-added service offerings.
- Responsible to report any patient safety information as per adverse event reporting requirements and product quality complaints reporting requirements.
- Other duties as required.
Requirements
- 5+ years' experience in operations and/or continuous improvement in a healthcare setting.
- Experienced with Patient Support Programs and/or Infusion Clinic/Specialty Pharmacy Operations.
- Registered Nurse or Registered Pharmacist in good standing with provincial college.
- Experienced leading cross-functional projects from ideation to implementation.
- Ability to work independently in a fast-paced environment.
- Experienced with overseeing process audits and executing action plans based on findings.
- ISO 9001 certification experience an asset.
- Experienced with MS products (Excel, Powerpoint, Sharepoint).
- Experienced with root cause analysis.
- QMS Auditor certification would be an asset.
