Clinic Operation Manager (207814)

Role Overview

Clinic Operation Manager at Nahdi. This role manages and provides overall support for assigned area and district polyclinics, executing business strategy and plans, monitoring operational practices, and building a high-performance culture to deliver profitability, achieve sales targets, increase customer satisfaction, and expand market share.

Role Purpose

Manage assigned polyclinics to ensure execution of business strategy, monitor operational practices, build high-performance culture, deliver polyclinic profitability, achieve key sales targets, increase customer satisfaction levels, and expand market share to establish leadership in the healthcare industry and become the first choice for customers.

Key Responsibilities

Polyclinic Strategy

• Develop strategic relations with key stakeholders internally and externally through regular communication and engagement to maximize achievement of polyclinic business goals and competitive edge within the market.
• Monitor and rectify revenue and expenses of the polyclinic to ensure healthy cash flow for smooth operations.
• Supervise and approve manpower within the polyclinic with optimum requirements and hiring plans in coordination with HRBP and MPP.
• Maintain awareness of competitors' best practices and moves to plan and share feedback enabling the organization to be the first choice for customers through best-in-market services and innovations.
• Participate in setting overall clinic and business KPIs and objectives, and monitor implementation of performance KPIs to ensure delivery of targets as per polyclinic standards and achievement of desired goals and customer satisfaction.

Polyclinic Operations

• Define and set up objectives for each clinic in designated area as per priorities and requirements, including key sales targets, customer satisfaction levels, and quality assurance, in alignment with department strategy and goals to deliver sustainable growth.
• Review KPIs and set corrective actions as needed to reach desired goals.
• Implement polyclinic strategy by creating action plans, performance forecasting, and providing regional market insight to ensure successful implementation as per company standards.
• Build regional market knowledge by monitoring market dynamics and gathering market feedback in zone or area, assessing tactical and strategic business intelligence activities including competitor activity monitoring, to achieve regional business leadership, mitigate potential risks, maximize performance, and identify development opportunities.
• Define polyclinic operational practices in collaboration with Operational Excellence team to ensure efficient, high-quality polyclinic processes and procedures are in place and ensure sustainability and standardization across the entire polyclinic.
• Manage activities of operations team and support function activities including guest care representative, facility management, IT, nursing, and HR care for seamless guest experience.
• Work with medical manager to ensure best service and consultations provided to guests to optimize performance and quality management.
• Lead promotional plans according to healthcare calendars that give competitive advantage to the facility, develop promotions, execution, and assess business impact.

Customer Service Standards

• Manage implementation of customer service standards across the clinic by setting high standards of customer satisfaction, understanding diverse customer needs, and catering to these needs to create a retail customer-focused culture.
• Follow through day-to-day NPS score and feedback and take corrective actions to improve experience with all stakeholders by setting regular coaching sessions and feedback to maximize performance.
• Lead regular staff meetings and set cooperative approach across different departments to ensure full cooperation in achieving targets, resolving complaints, and handling operational problems with the goal of exceeding guest expectations internally and externally.

Health & Safety

• Manage and ensure implementation of legal requirements and health and safety company policy by proactively monitoring compliance, keeping up to date with local legislation and requirements, building action plans, and empowering regional team to execute them to ensure legal compliance and safe working environment.
• Lead all healthcare committees to assure all required standards are applied according to standards including CBAHI and GCI.

Department Management

• Build high-performance clinic team by working with human resources to ensure acquisition of competitive talent through recruitment and selection, provide input to annual talent strategy and succession planning to attract and maintain highly skilled and engaged workforce.
• Lead clinic team by setting up and monitoring Key Performance Indicators, providing clarity of vision and strategic direction, inspiring commitment, and enabling formal and informal development opportunities including training, coaching, and mentoring to build high-performance culture.
• Lead employee engagement plan and activities as per GPTW and eNPS results in assigned area polyclinics in coordination with HRBP, clinic operation management, and as per engagement calendar and plan.

Qualifications & Experience

• Qualified Medical Doctor or Pharmacist.
• 5 to 8 years in Sales and Operations Management role.

Skills & Competencies

• MS Office proficiency.
• English and Arabic fluency in speaking and writing.

Additional Information

• Work Environment: 100% indoors.
• Working Days: 6 days per week with 1 day off.
• Working Hours: 8 hours duty with 1 hour break; flexible working hours as per job need.
• Employee duties are not limited to the above-mentioned accountabilities; additional duties may be assigned.