Description

Job Description

    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.

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 7 years’ experience in a healthcare environment 
•    At least 2 years’ experience in a management or supervisory position