Clinic Excellence Senior Department Manager

Lead all the Clinic Excellence functions & projects with an ultimate objective of achieving all top-line, bottom-line, quality and guests’ satisfactions targets for Clinic operations and the overall company, build and lead medical insurance & corporate sales, in addition to compliance to all legal and regulatory requirements.

Liaise with clinic senior Director in decisions making and setting clinic operations strategic goals and measures in alignment with Clinic targets and company operations must-win battles, topline and bottom-line objectives and all other operational targets.

Accountabilities

Leading all the Clinic operation Excellence across KSA and Clinic’s governance and quality assurance strategy in coordination with Clinic Senior Director, Omni health Director, other Stakeholders, and departments’ heads with an ultimate objective of providing best guest experience and compliance to governmental, regulatory, quality and patient safety standards. Across all Nahdi Care Clinic touch point

Lead clinics & healthcare quality assurance function through: Setting quality assurance and safety standards and targets for the clinics in coordination with Omni health Senior director. Developing of annual plans for quality assurance audits for all clinics across the kingdom. Developing omni health Compliance point system and personal Compliance point system pillars all clinics crew and clinic management team across the kingdom. Leading the Monitoringprocess for all Compliance Parameters regarding quality and patient safety compliance point system (Example: MDR, Tasks, Audits target, After visit call, governmental visits, attendance, QAV… and come up with action plan to improve compliance to company policies in order to ensure Proactive Assessment for adherence to company policies and procedures together in regards to the omni health with a Proactive Discovery of the Gaps and early corrective actions implement patient safety program through safety incidents management and performing any required after-action review or root cause analysis with compliance to reporting to (MOH, SFDA, CBAHI) Reviewing and approving risk register updates with omni health senior director and COO and ensure mitigation plan are in place. Ensure clinic committees meetings minutes analysis and proper implementation of its recommendation in coordination with clinic senior director and clinic heads. Leading quality and safety audits for the clinic team. Leading monthly omni health review of all quality and patient safety findings from quality and Multi-Disciplinary Rounds with an ultimate objective of identification of root cause and alignment about action needed Setting improvement plans for audit findings with clinic management team. Leading the implementation of the clinic’s quality improvement plans in accordance with the mission and strategic goals of the company, MOH Laws and regulations and accreditation standards. Approval of quality assurance and safety standards and targets for the clinics. Work with clinics operations management team for setting and approving improvement plans for audit findings, quality and safety issues. Lead quality certification programs in the clinics to ensure compliance of clinics to the certification requirements and getting the accreditations required from governmental authorities. Ensure implementation of highest healthcare standards and guarantee safety of patients and employee. Lead the operations regulatory and legal compliance function through. Setting annual targets in collaboration with Clinic senior director. Lead the weekly, monthly reviews for the regulatory performance. Lead the audit of branches in collaboration with internal audit function. Setting overall improvement plans for branches performance in collaboration with operations and legal department. Work with legal department on IPO readiness and other related projects focusing on operations compliance to regulations and governmental policies.

With an ultimate objective of ensuring that the Clinic runs with legality and conformity to established regulations

Lead and develop Standardization function through: Leading and approving the SLAs updates with all departments that govern the activities undertaken by both operation department and other departments. Leading and developing the standards operating procedures for stores operation (Clinic operation Blueprint) Updating and Reviewing the Onboarding Program for New Joiner with all stockholders to increase the awareness about the policies & SOPs that is to foster Operation management. Lead the Guest Service Audit Function through: Leading the selection process of mystery shoppers (out-source company) and reviewing and approving all required audit elements to ensure compliance with UAE standards. Approving and developing Guest Service Audit Parameters for KSA Clinic that ensure effective assessment of best-in-class guests’ expectations. Developing the Guest Service Audit (GSA) Field Visits Annual Plan for KSA to measure service and approving audit visits budget plan. Leading monthly review of all Guest Service Audits findings with an ultimate objective of identification of root cause and alignment about action needed and lead the action plan to fulfill Gaps in coordination with KSA clinic general managers, With an ultimate objective of providing best in-store guest experience and improve NPS score. Work with all stakeholders from different Departments [Commercial, training, e-commerce, finance, IT, Supply chain] on setting plans aiming to improve our guest experience and reduce guests’ complaints. Leading Clinic NPS performance improvement with proper system to track detractor comments and lead regional action plans implementation for improvement. Leading monthly meetings of employee behaviors complaints (validating, escalating, Following up action plans for improvement). Lead Clinics Budgets and vendors’ payment control Lead the  Clinics expenses budget planning process in collaboration with general managers and financial planning with an ultimate objective of allocating proper budgets for all OPEX accounts and CAPEX spending. Lead the monthly, quarterly reviews with operations and finance departments to ensure the compliance to approved budgets and proper planning for the expenses. Approval of all operations budgets transfer between regions and departments to ensure applying company policies and apply auditing and control over spending. Lead the end year best estimate spending exercise in collaboration with  Clinics heads and financial planning. Lead Clinic Inventory management Leads all initiatives and activities related to polyclinic inventory management to ensure best items availability. Leads all processes and activities related to non-medicine items ordering, purchasing, receiving, and fulfilment for all polyclinics within agreed SLA to ensue guest satisfaction. Leads and collaborates with commercial and supply chain to request medicine items to polyclinics to ensure clinic availability.  Lead Clinic GCC Management 

 lead the contact center team to drive performance, achieve GCC revenue target & guest satisfaction, within agreed quality and service level of all business lines to improve the guest experience across all touchpoints to ensure timely response to Nahdi care clinic Guests in line with Nahdi policies. Provide training, monitoring, coaching & developing to the team members also ensuring key performance indicators and guest satisfaction targets are met to offer best in class omni-health journey.

Medical Consultations Management Inbound Medical Consultation  Manage medical queue to provide high standards counseling, refereeing and evaluate the medical consultation service across different touchpoints ., Phone calls, text chat etc.  Participate in the operations’ governance through development, review, and update SOPs to ensure standardization across all regions and stores. Analyzing the outcomes from the quality calls reports and setting action plans to fulfill gaps and monitor the execution of these plans.  Monitoring all compliance parameters (Ex. attendance, ownership, proper language) and come up with action plan in compliance with company policies to ensure adherence to company policies and procedures with a proactive discovery of gaps and immediate corrective actions. Manage the process of collecting guests' feedback through surveys/direct phone calls to understand guests' concerns or appreciation to ensure guest’s satisfaction and retention. Develops, documents, implements, and assures compliance with consistent quality standards, procedures, and specifications as outlined in the Quality Management Plan. Achieve revenue target through outbound clinics promotion calls to match with company growth plans. Assure the best-in-class service is provided by the clinics contact center through develop the policies and procedures aligned with Clinics Management, to ensure efficient workflow, smooth guest Journey and achieve guest satisfaction. Assure that the contact center is following all standards, including clinic policies and procedures, accreditation requirements (., CBAHI) and other requirements. Managing the home health care activities including reservations arrangements with the assigned department & ensuring facilitated logistics. Manage guests’ feedback across all touchpoints to ensure any issues are resolved in a timely manner to save Nahdi reputation and raise voice of guests with the related departments to set a permeant solution Adherence & Specialty Care Achieve revenue target through outbound adherence and specialty care programs’ calls by following the agreed call plan for prime guests to ensure their adherence to the medication plan. Work collaboratively with loyalty team in reviewing the regular communications shared with guests to achieve an ultimate objective of 100% accuracy of guests personalized communication and on-time reminders.

Social Media 

Report and manage the social media critical trends through real time management and on time proper response with alignement Nahdi stalkholders to secure Nahdi reputation Manage the day-to-day handling of all social media channels such as Facebook, Twitter, Instagram for KSA pharmacies – clinics and Dubai pages and ensuring that the content is suitable to different channels Work closely with business stakeholders including recruitment, commercial, marketing, etc…in different aspects (. beauty campaign, recruitment campaign, by understanding the stkaholer objectives and paraphrase it in propoer manner to be undersatndable to the guests.  Manage all aspects of social media interaction between guests and the company, align with and ensure a positive customer service experience. Lead Clinics Medical Insurance & Corporate Sales: Build Strategic Partnership with Insurance and B2B key players by building long term joint business planes JBPs to insurance VALUE BASED HEALTHCARE (VBH) Leadership in the markets. Establish, Leading and developing the Medical Insurance Business strategy, corporate sales function to sign credit sales deals and Revenue Cycle Management (RCM) to achieve 80% revenue of group of polyclinic by representing company negotiating and signing insurance contracts and expansions of network to ensure achieving the business targets for the organization. Minimize the rejections of claims to the minimal to achieve profitability by setting right system of claiming and billing, handling the complaints from the medical insurance patients and managing the approval and revenue realization from the medical insurance channel of business.

Work Environment

Indoors : 80%

Outdoors : 20%

Working Days : 6 Working Days

Days off : 1 Day Off

Working Hours : 8:00 AM – 6:00 PM (1 hour break)

Job Requirement

Education

BSc Degree – project management professional

Experience

5 years of experience in Healthcare management

Computer Skills

MS Office Suite

Languages

English Arabic

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