وصف الوظيفة
Role Overview
Wellness Card, V-Clinic, & HHC Supervisor at Nahdi. Oversee Wellness Card, Home Healthcare, and V-clinic operations in assigned regions.
Role Purpose
Ensure KPI and NPS targets are met while driving team performance and guest satisfaction. Deliver exceptional guest experiences through Wellness Card, V-Clinic, and Home Healthcare services by maintaining compliance, streamlining processes, and proactively addressing guest inquiries and complaints.
Key Responsibilities
Operations & Process Management
- Supervise the smooth process flow for operating the Wellness card and Home Healthcare process end to end, as per policies and procedures, regulatory requirements, and NCC standards.
- Ensure and monitor Wellness Card, Home Healthcare, and Telemedicine process flow through regular checks, reporting, auditing and any other management actions to ensure compliance with policies and procedures.
- Track guest schedules to optimize care delivery and guarantee adherence to HHC visit schedules.
- Monitor team schedules and HHC schedules.
- Manage any doctors' slots changes or guests' cancelations.
- Utilize system to achieve the best utilization of resources.
Team Leadership & Performance
- Manage and coach Coordinators to achieve Company objectives and guest satisfaction through conducting regular performance reviews, setting clear goals, providing feedback, and recognizing and rewarding achievements.
- Monitor and report team performance against KPIs/NPS, and take corrective action whenever needed.
- Ensure team awareness and adherence to policies and procedures, regulatory requirements, NCC standards.
- Provide regular updates on Wellness Card, HHC, and V-Clinic performance and take corrective actions whenever needed.
- Track the live KPIs progress dashboard and take the required actions.
Guest Experience & Complaint Management
- Respond and follow-up to all Wellness Card, Home Healthcare, and V-clinic complaint(s) and inquiries as first level support in a timely manner to maintain guest satisfaction.
- Respond proactively to guest inquiries and complaints, delivering premium experiences through Wellness Card, V-Clinic, and Home Healthcare services.
- Resolve Right-now guest care complaints within agreed SLA.
- Monitor and evaluate the quality of services delivered to guests, implementing quality improvement initiatives, and ensuring adherence to policies and procedures.
Reporting & Compliance
- Provide all the required reports on regular basis including summary of conducting quality checks, resources allocation, etc., to be documented and accessible for the line manager at any point of time.
- Provide detailed reports on SLA compliance with senior management and identify areas for improvement.
- Identify and report potential risks that could compromise guest safety, satisfaction or disrupt the operational workflow, and conduct improvement actions as needed.
Process Improvement & Strategic Development
- Identify and implement process improvements to ensure smooth process flow and provide the guest with best experience.
- Suggest process improvements, new offers, and service quality enhancements to optimize guest experience and revenue.
- Identify opportunities to enhance Wellness Card offerings, processes, and systems to capitalize on market trends.
- Promptly resolve any problems or concerns that arise in the process, systems, KPI's achievement.
- Recommend new technology opportunities to maximize profit and guest experience.
Qualifications & Experience
- High school education
- 2–3 years of experience in a similar position
Skills & Competencies
- MS Office Suite
- English (mandatory)
- Arabic (mandatory)
Additional Information
- Work Environment: Indoors 90%, Outdoors 10%
- Working Days: 6 days per week
- Days Off: 1 day
- Working Hours: 9:00 AM – 5:00 PM
- Employee duties are not limited only to the above-mentioned responsibilities; may perform other duties as assigned.
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