Job Description
Oversee and manage overall direction for the assigned polyclinic crew by communicating, implementing and ensuring the execution of business strategy and plans, defining the operational practices and building a high-performance culture in order to deliver polyclinic profitability, key sales targets, and customer satisfaction levels and deliver an increased market share to be the gateway of healthcare industry and first choice for our customers.
Accountabilities
Polyclinic Strategy:
- Participate in building strategic relations with key stakeholders internally and externally through regular communication and engagement to maximize the achievement of polyclinic business goals and have competitive edge within the market.
- Monitor and rectify the revenue and expenses exercise of the Polyclinic to ensure cash flow efficiency and availability to implement smooth running over the of the Polyclinic operational cost.
- Contribute and liaise with the HR Department to optimize the Manpower planning inside the polyclinic within the hiring plan.
- Design and lead any resulted action plans on the competitors best practices benchmark to maintain be maintain a high level of customer satisfaction on the Net promoter score (NPS) to be the first choice for our customers through our services and innovations.
Polyclinic Operations:
- Define smart objectives (e.g. key sales targets, customer satisfaction levels, quality assurance etc.) in alignment with the department's strategy and goals to deliver sustainable growth.
- Monitor the implement of polyclinics strategy by creating action plans, performance forecasting and providing regional market insight to ensure successful implementation as per the company standards.
- Ensure Implementation of all resulted benchmark analysis plans and activities on dynamics, assessing tactical and strategic business intelligence in order to achieve regional business leadership, mitigate potential risks (e.g. relative to competition, industry related requirements), maximize performance and identify development opportunities.
- Define polyclinic operational practices in collaboration with Operational Excellence team (e.g. provide input etc.) to ensure efficient, high quality polyclinic processes & procedures are in place, and ensure sustainability and standardization across the entire polyclinic.
- Lead the operations team of guest care, facility management, IT, Nursing and HR Care for seamless guest experience.
- Working with medical manager to ensure best service and consultations provided to the guest to optimize the performance and quality management.
- Define Duty time Schedule for all team members, approve overtime and Cutoff days.
- Lead promotional plan according healthcare calendars that give competitive advantage to the facility, develop promotion, execution, Impact on Business.
Customer Service Standards:
- Manage the implementation of customer service standards across the clinic by setting up high standards of customer satisfaction, understanding the diverse needs of the customers and catering to these needs in order to create a retail customer-focused culture.
- Day to day follow through NPS score and feedbacks and taking corrective actions to improve the experience with all stakeholders by setting regular coaching sessions and feedback to maximize the performance.
- Lead regular staff meetings and set the needed cooperative approach across the different departments to ensure full cooperation between the different departments/teams in achieving targets, resolving complaints and handling any operational problems with one goal of exceeding our guest expectations internally and externally.
Health & Safety:
- Ensure implementation of legal requirements and Health & Safety company policy by proactively monitoring compliance, keeping up to date with local legislation and requirements, building action plans and empowering the regional team to execute them in order to ensure legal compliance and a safe working environment for the regional team .
- Lead All Healthcare committees to assure all required standers to be applied according to standers CBAHI, GCI, .
Department Management:
- Build a high-performance clinic team by working with human resources in order to ensure acquisition of competitive talent through recruitment and selection, input to the annual talent strategy and succession planning in order to attract and maintain a highly skilled and engaged workforce
- Lead the clinic team by setting up and monitoring Key Performance Indicators (KPIs), providing clarity of vision and strategic direction, inspiring commitment and enabling various formal (e.g. training) and informal (e.g. coaching, mentoring) development opportunities in order to build a high performance culture.
- Employee duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.
Work Environment
- Indoors : 80%
- Outdoors : 20%
- Working Days : 6 Working Days
- Days off : 1 Day Off
- Working Hours : 8 hours duty 1 hour break (flexible working hours as per the job need)
Job Requirement
Education
- Qualified Medical Doctor or Pharmacist.
Experience
- 5years in Sales and Operations Management role.
Computer Skills
Languages
- English and Arabic (fluent speaking and writing)
