1. Front Office HR & Planning Duties.
- Staffing with necessary skills to complete tasks;
- Organize workflows and ensure sufficient staff to complete tasks;
- Ensure staff receive necessary training relevant to provide excellent Customer Service;
- Organize rosters to ensure staff coverage on daily basis;
- Set staff Key Performance Indicators and measure on monthly basis;
- Regular meet with staff to discuss performance and improvements;
- Coordinate with HC Team & provide planning for the Corporate Health check ;
- Ensure staff and operational discipline;
- Work with HR to recruit part-time/seasonal staff for peak periods or on-site corporate health checks.
2. Operations Work Flow & Facility Management.
- Manage proper patient flow to avoid congestion in system and/or during Corporate Health Checks;
- Ensure proper documentation completed at every station on completion of patient visit;
- Ensure all patient information collected for each patient to produce a medical report at the end of cycle;
- Ensure accuracy of information in each file;
- Organize work flow to minimize waiting time;
- Ensure all work stations are manned on time every time;
- Ensure patients are aware of work flow when they enter clinic;
- Learn from other international business and employ best practices where appropriate;
- Accommodate client requests whenever possible;
- Arrange for sample collections to be done prior to clients visiting Clinic;
- Ensure equipment in good working order at all times;
- Notify management of equipment needs or issues in timely manner;
- Ensure excellent house-keeping at all time;
- Ensure that the facility and equipment are clean and well maintained by cleaning, security and maintenance teams;
- Ensure that the load of the clinic is managed well and facilitate the planning so that the clinic is always working at capacity.
3. Communication & Customer Service.
- Maintain good communication with patients who visit Clinic and corporate clients;
- Inform management of problems or issues that need their attention on a regular basis;
- Inform clients of any changes in schedule or processes;
- Ensure to maintain strict confidentiality with clients’ and company’s medical information;
- Lead the weekly clinic operation meetings with all key staff to ensure we deal with potential issues in a timely manner;
- Ensure good client communication at all times;
- Deal with complaints as and when they arise and resolve problems;
- Liaise with all departments within CityClinic necessary to complete the services offered by the Clinic;
- Develop key relationships with Head Nurses, Lab Managers, Med Dir, Doctors, Clinic Coordinator in TB, Admin/Purchasing Manager and any other key management positions;
- Develop sound relationships with staff at the Clinic and work closely with Clinic sales persons and Marketing Dept.
4. Overall financial performance of the Clinic
- Ensure monthly retail, upsell, cross-sell sales targets are achieved;
- Coordinate with corporate sales team to achieve corporate sales targets;
- Process all documentation necessary for completion of delivery of services and their appropriate billing;
- Ensure good retention of existing clients and adding new clients annually;
- Develop business and adapt to changing client needs.
5. Leadership
- Provide leadership for team at the Clinic;
- Demonstrate good management skills and decision making in daily business;
- Ensure Clinic team integrates with CityClinic as a whole.