Clinical Operations & Front Office Manager

Key Accountabilities

• To provide strong leadership and management guidance to the Front Office team.

• To ensure effective operational alignment of Physician appointment scheduling with the needs of the business unit/facilities.

• To monitor and manage client expectations and satisfaction through Patient Experience feedback.

• To manage and optimise outpatient collections for the company.

• To monitor and manage the accurate recording/processing of patient data to prevent financial risk for the company.

Specific Responsibilities for this Role

• To create and continuously maintain an enabling environment where people can develop and grow.

• To ensure that performance management contracts are in place for the team.

• Conduct and document bi-annual performance conversations .

• Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources.

• Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.

• Monitor the quality of onboarding for new employees; new employees are orientated and probation periods are signed off .

• Maintain professional conduct and discipline within the team.

• Work closely with the recruitment team to recruit and select competent employees .

• Monitor employee scheduling of the department to ensure sufficient operational coverage.

• Ensure accurate updates on uploaded Physician schedules.

• Monitor scheduling to ensure best, effective use of Physician time.

• Ensure follow up appointments are booked and patients informed accordingly.

• Ensure optimal scheduling of appointments.

• Monitor patient feedback (Press Ganey) reports for trends in Front Office service delivery.

• Implement and support measures to increase participation rates of patients in Press Ganey surveys.

• Ensure the overall appearance of the Front Office area is in line with NMC quality and safety standards.

• Efficient accompaniment of patients to units in the absence of supporting employees.

• Outstanding and revenue reports are prepared and analysed.

• The system is updated accurately with payments received.

• Age analysis report is generated and daily follow up on outstanding amounts completed.

• Coordinate the requests and approval of payment arrangements and document accordingly.

• Ensure that challenging clients are dealt with in a professional and respectful manner.

• Effective implementation of policies and procedures.

• Monitor and manage accuracy of patient admission date.

• Clearly communicate expectations and ensure that roles and responsibilities are clear.

• Provides direction to direct reports by ensuring that everyone understands the strategy of the company and the supporting operational and clinical goals that needs to be met.

• Drives the motivation and engagement of people through creating a trusting environment where people are provided with the opportunities to try out new initiatives without feeling fearful.

• Treating people fairly consistently.

• Instils and drives desired NMC culture by living the values and the associated behaviours organisational values – setting the appropriate standards for behaviour.

• Consistently recognises the contribution and achievement of the team – being an advocate for the team

• Embraces diversity, listening without judgement to diverse and opposing points of view .

• Provide staff with the opportunities to grow and develop by encouraging self-learning, initiating training and development initiatives, coaching and on-the-job training.

• Adapt leadership style according to the specific situation.

• Produces a number of workable solutions that are effective when judged over time; considers the practical issues relating to implementing the preferred solution.

• Demonstrates an understanding of the interactions, interrelatedness and interdependence of information, patterns and events within the function/business unit and how it plays a part in the bigger system.

• Sets and continuously revises quality standards within and across departments/business unit in line with quality management principles.

• Monitors and maintains quality of functional/business unit systems, processes, resources, and outputs according to set internal and external quality standards and processes.

• Creates processes to ensure work is completed in a systematic and methodical way; proactively identifies and removes obstacles.

• Maintains consistent high levels of productivity within functional/business unit by ensuring appropriate resources, systems and processes are in place.

• Proactively drives results within own function/business unit.

• Displays high levels of self-discipline and reliability to achieve work outcomes.

• Remains aware of own behaviour and how it effects job performance and working relationships with others.

• Demonstrates an accurate awareness of own strengths and weaknesses and proactively works on self development.

• Displays high levels of self-discipline and reliability to achieve work outcomes.

• Demonstrates an ability to share and understand the feelings, needs, concerns, and/or emotional state of others (professional empathy).

• Establishes, builds, and sustain effective and trusting work relationships.

• Maintains appropriate levels of focus, professionalism, performance, and objectivity under considerable pressure or demanding situations.

• Demonstrates emotional stability and mature behaviour appropriate to the workplace even in circumstances of discord or duress

• Effectively manages current and potential conflicts between personal life and work demands.

• Remains positive in the face of adversity and assists others to recognise the positive aspects of difficult situations/obstacles, pressures and setbacks.

• Models a willingness to accept constructive feedback and makes changes where appropriate.

• Ensures that relevant resources and support systems to manage stress and setbacks are available and utilised.

• Sets clear, measurable objectives and action plans for function/business unit, in line with operational/organisational goals

• Develop and prioritises medium to long term plans for functional area / business units and anticipates potential difficulties

• Coordinates timelines and priorities within function / business unit to ensure that deadlines are met

• Identifies, assigns and manages resources to achieve functional / business unit objectives

• Uses existing timelines to monitor own and others’ progress against deadlines; maintaining an on-going awareness of obstacles that may hinder progress.

• Follows the duty schedule as assigned by the supervisor which includes different shift timings as per the need of the department

• Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.

• Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.

• Maintains patient & staff confidentiality.

• To drive patient experience initiatives, monitoring patient feedback, addressing concerns promptly, and ensuring continuous improvement in service quality.