JOB DETAILS:

Job Summary (Main Purpose)

To oversee smooth running of the clinic, ensuring that all departments are managed in line with agreed C-CARE standards to foster an efficient and effective service delivery system. The quality of care, both clinically and administrative is key consideration for client care.

Main Duties/Responsibilities

1. Operations for the Center

• Oversee the daily operations of the clinic/hospital, ensuring the efficient and effective delivery of healthcare services.
• Monitor workflow and patient flow throughout the facility to identify bottlenecks and areas for improvement.
• Ensure Center Licensing is up to date.
• Oversee hygiene-cleanliness, lighting and aeration, Ambience-lighting, wall art and sitting arrangement, Repairs and remodeling-electric, plumbing and carpentry, Phone Management to include controls and etiquette,
• Care pathways-maintaining sensible order.
• Notice board-oversee content and order, Equipment-TVs, water dispensers, etc.
• Set in place security controls for staff and clients and Records management for confidentiality and safety
• Manage supplies from stores –orders, receipt and accountability.
• Develop and implement operational policies and procedures to enhance service delivery.

2. Financial Accountability

• Provide general supervision of the billing process and ensure strict credit control practices are in place
• Ensure timely submission of invoices to Credit Control.
• Reporting on income and expenditure.
• Troubleshoot especially with cash and invoicing clients.
• Play a key role in developing and managing the operational budget by continuously monitoring the expenditures to ensure that the facility is within the limit.

3. HR function

• • Advise HR on staff needs/gaps in number and skills mix in order to build a strong and efficient team Trainings
  • Participate in planning Recruitment, Interview and Selection of new staff.
  • Take the lead in the orientation of new staff at clinic level.
  • Conduct performance evaluations, providing constructive feedback and addressing performance issues.
  • Supervise and support clinical and administrative staff, fostering a collaborative and productive work environment
  • Initiate and maintain recognition/reward systems for staff (Motivation).
  • Take lead on monitoring time and attendance of all staff.

4. Communication

• Champion top-down communications with the purpose of implementation of C-CARE strategies.
• Champion Bottom-up communications with the purpose of informing staff on the company’s strategy Service handling information for particular clients, insurance companies, corporates etc.
• Ensure that the team has daily morning briefs in order to keep everyone update with how the business is performing.
• Planning, Chairing and following up on action points of department meetings.
• Attend Management meetings called from time to time.
• Serve as a liaison between various departments to facilitate effective communication and collaboration.
• Ensure efficiency in attendance and conducting of Morning briefings
• Communication to external clients as may be required in consultation with line manager.

5. Reporting

• Ensure timely and accurate submission of required reports.
• Ensure timely reporting of all client related issues using the appropriate tools in place.
• Updating the Dashboard data daily.

6. Client relations/ Patient Experience.

• Proactively promote both internal and external client satisfaction by providing regular updates on systems,care pathways, training and feedback.
• Respond to and managing aspects of client dissatisfaction.
• Timely close off client relations complaints.
• Training of staff on good customer service practices.
• Promote a patient-centered culture by addressing patient concerns and feedback.
• Work with staff to develop initiatives aimed at enhancing patient satisfaction and overall experience.
• Promote a patient-centered culture by addressing patient concerns and feedback.
• Work with staff to develop initiatives aimed at enhancing patient satisfaction and overall experience.
• Monitor patient satisfaction metrics and implement changes to improve service quality patient satisfaction metrics and implement changes to improve service quality.

7. Stock Management.

• Ensure cost of sales is controlled and managed as per clinic needs
• Timely and Accurate stock taking process at every month end
• Accurate documentation of drug consumption and other monitoring tools.

8. Quality and Sustainability.

• Ensure Infection prevention and control mechanisms are adhered to.
• Updated equipment registers and proper storage and use of equipment.
• Manage outbreak response mechanisms.

9. Culture, Policies and Processes.

• Identify and implement best practices for operational efficiency, patient flow, and quality of care.
• Lead continuous quality improvement initiatives and coordinate performance improvement projects.
• Utilize data analytics to assess operational performance and drive decision-making

Key Skills and Competencies

Qualifications

• A Bachelor’s degree in any Business field from a reputable university.
• A post graduate in Management or relevant professional qualifications is an added advantage.

Experience

Must have 3 years work experience in a service industry, 2 years must be

in middle management in a cross functional organisation.

Behavioral Competencies

• Strong leadership and problem-solving skills.
• Ability to communicate