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About this position

Responsible for operational planning, processes and day-to-day management of the My Doctor / Medical Clinic (My Doctor) operations, delivery of service objectives and key performance targets. Telemedicine/Tele pharma and Clinical services, set the bar for a high service standard and a patient-centered culture. Develop and implement effective operating policies and procedures, set service levels and productivity expectations, and recruit and directly lead a team of operational staff.

Responsibilities

• Operational Leadership: Provide operational leadership and support to staff to ensure successful delivery of business requirements.
• Operational Procedures: develop, maintain and monitor standard operational procedures to deliver required services, outstanding customer experience and high standards of care.
• Recruit, train and manage clinical staff including physicians, service staff to ensure safe and effective delivery of Telemedicine/Tele pharma, Clinic, medical room and health services.
• Integrity & Safety: maintain the confidentiality and integrity of services and work closely with the AST Medical Director to deliver highest standards of care and patient safety.
• Financial Stability: meet financial objectives through collaboration with the finance team to estimate requirements and manage an annual budget and support wider team in business planning and forecasting activities to develop future services.
• Customer Service: Foster a culture in which service excellence and “delighting customers” is the norm across all customer interactions and complaints are learnt from and minimized. Implement a continuous feedback process to collect, analyze and report out on patient feedback data & trends.
• Inventory Management: Monitor and manage all inventory including medications, medical consumables and medical equipment to ensure appropriate and safe service delivery.
• Supplier Management: Source appropriate suppliers, agree specifications, negotiate contracts and monitor performance necessary to deliver Medical Health services (such as Pharmaceuticals supplier, Medication Delivery Providers, Phlebotomy Provider, Laboratory Provider, Pharmacy partner, Specialist Referral Network, Courier).

Requirements

• Bachelor degree in Nurse, Business Administration or any related field from an accredited institution.
• Minimum 3 years working experience in the Health Care industry required.
• Minimum 7 years progressively responsible experience in business operations and project management.
• Experience of operational management in primary/outpatient care and digital health and/or telemedicine – desirable.
• Excellent communication that spans project planning, written recommendations and executive presentations.
• Strong analytical and process improvement skills and ability to make strategic and operational decisions.
• Strong results in leading complex strategic projects required.
• Management of staff at all levels and demonstrates successful working relationship with senior administration.
• Customer contact management experience, for example: inbound consumer call handling, complaints handling.

Benefits