Plan, guide, organize, and monitor all front office, patient experience and clinic management activities and collaborates with other departments to find new opportunities to ensure patient satisfaction.
Contribute to the development of the overall Department strategy and formulate business plans and budget for the clinic management function in line with the strategy to ensure effective performance and achievement of business objectives.
Manage the areas of Patient Experience, Front Desk, Call Center, customer complaint management, and insurance , in addition to overall Clinic Management.
Prepare the policy and procedures for customer experience and internal processes. Obtain approval and ensure implementation.
Ensure that there are no outstanding patient balance, and the outstanding reports are submitted to finance department on time on monthly basis
Collaborate with the heads of departments and Marketing to embed patient experience metrics as an integral part of performance evaluation, and reduce the frequency of complaints.
Ensure patients and internal customers’ requests, inquiries and concerns are addressed and completed in a timely and efficient manner.
Conduct daily courtesy rounds as needed to evaluate and supervise work performance of staff and ensure the facility is maintained as per FSHN standards.
Ensure that all patient issues/complaints are promptly reported and that appropriate action is taken as per the Complaint Management Policy.
Handle in a professional and timely manner all VIP visitors queries and concerns.
Make sure that all patient billing procedures are handled correctly, by the CSO team, and take necessary action to correct repetitive mistakes.
Stay up-to-date in patient experience trends, and make appropriate suggestions and recommendations to the higher management
Respect and maintain the privacy and dignity of patients and ensure patient confidentiality at all times.
Ensure that all staff are properly trained for emergency procedures, and provide the training attendance form to HR
Act as liaison between the clinic and any governmental agencies such as police, fire and any safety regulatory bodies.
Communicate with the facility department to ensure housekeeping activities and facility maintenance is being performed on a timely basis
Handle administrative tasks as requested by management.
Participate in marketing events and initiatives.
Maintain monthly KPI data collection, analysis and reporting.
Guide, motivate and develop subordinates to work together as a team and display high levels of performance.
Supervise subordinates to ensure that all work within the team is carried out as per the operating procedures and policy.
Establish key performance indicators (KPIs) derived from the divisional strategy
University degree in a business oriented discipline, or healthcare management Experience:
8 years of experience in healthcare
At least 3 years’ experience in clinic management
Experience in patient relations and patient experience