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KEY RESULT AREAS

PATIENT SAFETY, DOCUMENTATION AND RECORDS MANAGEMENT

• Functional SOPs to guide medical staff in diagnosis, rational prescription, and an active patient follow up system.

• Accurate documentation of patient medical information, clinical processes and encounters

• Delivery of accurate and reliable results from other departments (e.g., Laboratory and Radiology)

• Timely and appropriate patient referral

• Management of patient medical records

QUALITY OF CARE

• Implementation and adherence to infection control procedures

• Level of professionalism among all clinical staff

• Functional SOPs and Monitoring and Evaluation of routine work processes and procedures.

• Regular review of medical records.

• Documentation of significant incidents

• Implementation of a Quality Management system at all levels of clinical care.

CUSTOMER CARE

• Managing patient waiting times.

• Clinical staff dress code compliance (name tag, clinical coat etc.)

• Managing unhappy clients

• Quality/ level of customer service among the clinical staff.

PRODUCTIVITY, INNOVATION AND LEARNING

• Managing duty rosters for all clinical departments to ensure a seamless service.

• Performance management – Set KPIs, Quarterly performance assessment documented, Set SOPs

• Staff training and Development- Training needs assessed, training schedule in place, Training link to achievement of company objectives.

• Meetings –Planning, chairing and following up on action points from clinical departments.

• Innovation of new services and improvement of old processes.

• Self-development

PROFITABILITY

• Management of medical supplies including sundries, consumables and equipment

• Management of drugs- expiries and stock movement.

• Financial performance of clinical departments- Client growth, revenue growth

• Cost control in clinical and related support departments

• Pricing

STRATEGY, BUSINESS DEVELOPMENT AND SUSTAINABILITY

• Implementation of strategic plan

• Up to date Staff and Facility licenses

• Resource Budgeting and planning

• Business development

• Departmental performance (financial and non-financial)

SPECIFIC JOB RESPONSIBILITIES

STRATEGY, BUSINESS DEVELOPMENT AND SUSTAINABILTY

• As part of the group’s strategic planning, works in conjunction with the Senior Management team and directors to establish a strategic plan for the group.

• Provides proactive and sound guidance on management of medical equipment and investments, and the service and practice trends.

• Participate in the annual budgeting exercise

• Be involved in managing existing partnership ensuring effective communication on clinical and patient matters.

• Work with other Managers and Heads of Departments to develop service standards and service goals.

• Works with department managers and patient care executives to implement annual strategic goals.

• Identify and explore new business opportunities

• Maintain good working relationships with stakeholders and regulatory authorities.

• Actively contribute and participate in the institution’s management approach

• Ensure timely licensing and registration of the facility and the medical staff.

• Create and implement a robust succession plan.

• Suggest to management any relevant improvements that will help the hospital grow and remain competitive in the region

PRODUCTIVITY, INNOVATION AND LEARNING

• Clinical productivity

• Conduct consultations with patients

• Act as a point of reference for all clinical matters

• Create and ensure an efficient patient care pathway, avoiding unnecessary delays and not missing vital steps

• Coordinate clinical operations for Allied services including but not limited to laboratory, Dispensary, Radiology, physiotherapy and nutrition.

• Ensure Clinical equipment is available and maintained in good working condition.

• Holistic coordination of patient care including patient referrals for investigations, care, or specialists review.

• Performance Management and Learning

• Set and agree on KPIs with each of the clinical staff.

• Appraise the clinical team on KPIs and minimum standards.

• Maintain recognition/reward systems for all medical staff.

• Managing clinical staff rosters

Human Resource

• Advise HR on staff needs, staffing gaps and skills mix for clinical staff.

• Propose potential candidates for vacant positions in clinical departments

• Head orientation program for new clinical staff.

• Training

• Provide oversight on the quality of CME sessions organized by the clinical team-looking at content, relevance and presentation skills. Consider relevance in relation to the Lifelink objectives

• Identify staff training needs, draft and implement a training schedule for all medical teams, linking the training to the company goals.

• Ensure personal development

QUALITY ASSURANCE

• Oversee Infection Control within the facility

• Environmental health and safety management

• Ensure good medical practice for all health professionals

• Generate and implement an operational Quality Management system that encompasses all service levels

• Facilitates the development and implementation of Standard Operating procedures (SOPs), Treatment guidelines, and ensures compliance of staff to the stated SOPs.

• Conducts and facilitates clinical, mortality and incident audits and audit of patient medical records.

• Ensures implementation of the professional code of conduct among all medical staff.

CUSTOMER CARE, CLIENT RELATIONS AND COMMUNICATION

• Client relations

• Proactively promote both internal and external client satisfaction by providing regular updates on clinic systems, training and feedback.

• Responding to and managing aspects of client dissatisfaction.

• Handling high level visitors to the hospital

• Manage correspondences with local and government authorities and with other hospitals.

• Participate in skills training of medical staff in customer service

• Communication

• Facilitate top-down communication with purpose of implementation of Lifelink strategies and bottom-up communication with the purpose of informing strategy and process improvement.

• Appraise clinical literature being disseminated to clients

• Meetings

• Planning, Chairing and following up on action points from hospital meetings

• Attend Management meetings called from time to time

• Attend departmental meetings or delegate as required

PROFITABILITY

• Be involved in the pricing of services and products, profitability but maintaining competitiveness.

• Be involved in the management of the use of medical supplies, sundries and equipment maintenance

• Ensure Maximum utilization of company equipment so as to generate the most revenue out of them and hence improve return on investment

• Involvement in drug stock management caring to keep expiries to a minimum

• Ensure that monthly department statistics are captured, reported and analyzed for purposes of decision making, service improvement and to guide investment decisions

REPORTING

• Ensure documentation and filing of incidents

• Compile and file HMIS report to the relevant authorities

• Ensure that Monthly performance Reports are generated, submitted in time and analyzed for purposes of performance monitoring and guidance of decision making. Schedule of Monthly, quarterly and annual reports is below but isn’t exhaustive

• Patient Reports: (In-patient and OPD where relevant: Diagnosis, Outcome, Revenue, Challenges)

• Schedule of Current SOPs and Infection Control Procedures at the different Service stations

• Incidents

• Audits

• Customer Related Challenges arising out of clinical operations/ or affecting Clinical operations

• Staff attendance Reports

• Staff Performance Management

• Staff training

• Business development and Improvement

• Stock Management including sundries and related supplies:(at Departmental level- Nursing, Laboratory, Radiology, Procedure room/ Theatre, maternity, A&E, Consultation Rooms, Specialist clinics

• Equipment performance analysis

• Updated Pricelist/Price reviews

• Strategic plan implementation update

• Budgets

• HMIS (Regulatory)

PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB

• Some decisions you may have to make will be unpopular with your colleagues causing alienation always ensure that you help your teams as far as possible to understand your rationale.

• You may be required to work longer hours ensure a complete service delivery.