The posting
Job Description
To manage and lead the effective and efficient operational running of the front office department to ensure client centric services are provided to patients.
Responsibilities
- 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.
Qualifications
- Bachelor’s Degree - Any discipline or related fields. Master’s degree will be an advantage.
- At least 5 years’ experience in a healthcare environment
- At least 3 years’ experience in a management or supervisory position
