Head of Patients Services

MAJOR DUTIES and RESPONSIBILITIES

• Ensures through his actions, either directly or indirectly that a superior quality of medical treatment, compassion and understanding is given to every patient served at the NMC Hospitals and Clinics.
• Lead, develop and manage Patient Services’ Managers, Supervisors, Coordinators and support staff.
• Plan, schedule and direct the work of the department’s staff to meet the hospital objectives and needs of patients.
• Implement Policies and Procedures as well as Rules and Regulations of the Hospital related to the admin Staff and the department.
• Assist in preparation of any required budget reports.
• Hold & Chair all departmental meetings (monthly or when needed) or appoint a designee to chair meetings in his absence and document the minutes of meeting.
• Works closely with other Heads in developing policies and procedures to promote quality health care. Reviews & update departmental policies and procedures using JCIA & CBAHI standards every three years or when needed.
• Maintain a high level of enthusiasm among employees by enlisting them in skills development and leadership projects
• Monitors retention and development of Patient Services employees.
• Participate in the recruitment process in his/her department by updating the departmental staffing plan on an annual basis, reviewing credentials of job applicants and recommending hiring.
• Provide orientation and training for all staff of the duties and responsibilities for the department or service to which they are assigned.
• Develop, implement and monitor annual budget.
• Develop, implement and evaluate departmental goal and objectives.
• Develops a quality plan for procedures and projects and analyses the outcome based on JCIA/CBAHI standards.
• Enforces all patient rights per department’s policies and procedures.
• Monitors and evaluates the activities of Out Patient Services (OPD,ER, OHG, Social Services & Switch Board) based on established Policies and Procedures and JCIA standards and implement changes as per Quality plan.
• Responsible to monitor and maintain staff performance, by developing annual performance evaluations to test the employees’ competencies and by suggesting training needs and career objectives for employees in the coming years.
• Recommend space, medical technology, equipment, staffing, and other resources needed by the department or service and have a process in place to respond to shortages.
• Provides leadership skills in developing the willingness and desire to work toward common objectives.
• Maintains confidentiality regarding patient information and regarding administrative matters of a confidential nature.
• Produces written communications, assessments, proposals and administrative documents that are timely and high quality work products required to effectively accomplish duties as Director of the Department
• Demonstrates the ability to listen to others in promoting effective communication.
• Delegates or approves leave and vacations for staff in his department according to work needs.
• Approves changes in work schedules. Advises and approves overtime duty. Recommends compensation time for staff within the department according to work needs.
• Ensure compliance with all relevant law and regulations e.g law and regulations related to recruitment, patient rights, and physical environment.
• Responsible for the motivation and the inspiration of the department staff.
• Submits monthly reports to the Hospital administration and any other additional reports as required.
• Performs other applicable tasks and duties assigned within the realm of his/her knowledge, skills and abilities.

Reporting to:

• Director General

Supervises

• Manager Medical Approval
• Manager outpatient Services (OPS)
• Head of ADT/Referral/ER Registration services
• Manager Room services and kitchen
• Manager ER / OHG
• Duty Manager
• Case Manager
• All Patient services staff

QUALIFICATIONS:

Education

• BA in Healthcare Management, Business Administration or equivalent.
• Masters in Healthcare Management or equivalent is preferred.

Experience

• Required Minimum of 10 years post graduate experience in large healthcare organizations with 5 years of recent managerial experience.
• Desirable ten years post graduate experience in Patient service positions.

SPECIAL REQUIREMENTS / SKILLS:

• Excellent verbal and written communication skills.
• Excellent critical thinking skills.
• Excellent analytical and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite or related software to prepare reports and policies.
• Organized and accurate, capable of identifying the key issues.