Manager - Clinical Operations

3 weeks ago

Jeddah, Makkah Province, Saudi Arabia BUPA Arabia Full time

The Manager Clinical Operations Manager is responsible for overseeing the daily operations of a clinical operations and digital clinic that provides in-person care, Telehealth and remote healthcare services. This role is vital in ensuring that clinical operations run smoothly and efficiently, delivering high-quality patient care while maintaining high levels of member satisfaction. The manager will monitor service delivery, address operational challenges, and support the strategic expansion of digital clinic services.

Clinical Operations Management
  1. Oversee all operations and clinical operations and operations of digital clinic to ensure seamless service delivery.
  2. Develop and implement standard operating procedures (SOPs) for clinical workflows, ensuring compliance with healthcare regulations and best practices.
  3. Monitor clinical performance metrics, including patient wait times, consultation durations, and clinician productivity.
  4. Conduct regular audits of clinical processes to identify areas for improvement.
Post-Consultation Service Monitoring
  1. Ensure the timely completion of all post-consultation services, including follow-up appointments, lab orders, and medications.
  2. Implement a tracking system for all post-consultation activities, ensuring that follow-ups are scheduled and completed as needed.
  3. Communicate with clinical staff or stakeholders to verify that all recommended services are being delivered promptly.
  4. Develop a feedback loop for all issues related to services and complaints for in-person clinic and digital clinic.
Member Satisfaction Management
  1. Address and resolve any issues related to member satisfaction and service delivery.
  2. Review patient satisfaction surveys to gather feedback on their experiences with the clinical operations, clinical care and digital clinic and address all issues.
  3. Analyze survey results and patient feedback to identify trends, strengths, and areas for improvement.
  4. Implement changes based on feedback and communicate these changes to both staff and patients.
  5. Facilitate a customer service training program for staff to enhance patient interactions and service quality.
Operational Reporting and Analysis
  1. Prepare daily reports on completed consultations, ordered labs, and medications to monitor clinic performance.
  2. Utilize data management software to collect and analyze operational data, ensuring accuracy and relevance.
  3. Generate daily, weekly, and monthly performance reports highlighting key metrics and trends.
  4. Present findings to the management team, providing actionable insights and recommendations for improvement.
Scheduling and Resource Management
  1. Ensure clinician schedules are prepared and open well in advance, addressing any blockages quickly.
  2. Collaborate with clinical staff to optimize scheduling based on patient demand, clinician availability, and service types.
  3. Monitor booking trends and adjust schedules proactively to minimize patient wait times and maximize appointment availability.
  4. Resolve scheduling conflicts and communicate changes to Healthcare Center promptly.
  5. Ensure proper communications with different teams.
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