Clinic Operation Manager - Riyadh (207072)

This role's main purpose is to manage and provide overall support for the assigned area/district Polyclinics crew by communicating, implementing, and ensuring the execution of business strategy and plans, monitoring the operational practices to build a high-performance culture in order to deliver polyclinic profitability, achieve key sales targets, and increase customer satisfaction levels and market share to be the leader in the healthcare industry and first choice for the customers.

Accountabilities

Polyclinic Strategy:

• Develop strategic relations with key stakeholders internally and externally through regular communication and engagement in order to maximize the achievement of polyclinic business goals and maintain a competitive edge within the market.
• Monitor and rectify the revenue and expenses of the Polyclinic to ensure healthy cash flow is always available for the smooth running of the Polyclinic.
• Supervise and approve the manpower inside the polyclinic with optimum requirements and hiring plans in coordination with HRBP and MPP.
• Be aware of competitors’ best practices and moves to plan and share feedback to be the first choice for our customers through best-in-market services and innovations.
• Participate in setting the overall clinics & business KPIs and objectives, monitoring the implementation of the performance KPIs in his polyclinics to ensure the delivery of targets as per the polyclinic standards and reaching desired goals and customer satisfaction.

Polyclinic Operations:

• Define and set up objectives of each clinic in his designated area as per priorities and requirements (e.g., key sales targets, customer satisfaction levels, quality assurance etc.) in alignment with the department’s strategy and goals to deliver sustainable growth. Review the KPIs and set corrective actions as needed to reach desired goals.
• Implement polyclinics strategy by creating action plans, performance forecasting, and providing regional market insight in order to ensure successful implementation as per company standards.
• Build regional market knowledge by monitoring market dynamics and getting market feedback in his zone or area, assessing tactical and strategic business intelligence activities (e.g., monitoring competitors’ activity on the market etc.) in order to achieve regional business leadership, mitigate potential risks, maximize performance, and identify development opportunities.
• Define polyclinic operational practices in collaboration with the Operational Excellence team to ensure efficient, high-quality polyclinic processes & procedures are in place, and ensure sustainability and standardization across the entire polyclinic.
• Manage the activities of operations team & support functions (guest care representative, facility management, IT, Nursing, and HR Care) for seamless guest experience.
• Work with the medical manager to ensure best service and consultations are provided to guests to optimize performance and quality management.
• Lead promotional plans according to healthcare calendars that give a competitive advantage to the facility, develop promotions, execution, and 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 to create a retail customer-focused culture.
• Day-to-day follow through NPS score and feedback, taking corrective actions to improve the experience with all stakeholders by setting regular coaching sessions and feedback to maximize performance.
• Lead regular staff meetings and set the needed cooperative approach across different departments to ensure full cooperation between the different departments/teams in achieving targets, resolving complaints, and handling any operational problems with the goal of exceeding guest expectations internally and externally.

Health & Safety:

• Manage & ensure the 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 to ensure legal compliance and a safe working environment for the regional team.
• Lead all healthcare committees to assure all required standards are applied according to standards “CBAHI, GCI, etc.”

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 to build a high-performance culture.
• Lead the employee engagement plan and activities as per GPTW and eNPS results in the assigned area polyclinics in coordination with HRBP, clinic operation management, and as per the engagement calendar and plan.

The employee’s duties are not limited to the above-mentioned accountabilities. The manager can assign other duties based on the business need.

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