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Job Description
Responsibilities
- Coordinates activities by organization of working schedule, setting priorities, and directing the work of staff.
- Identifies administration staff training needs and ensures that training is obtained.
- Maintains records, prepares reports relative to the work.
- Directs and participates in the development, interpretation, evaluation, and recommendation of policies, procedures, rules, regulations and guidelines for the effective operation of the treatment programs and services.
- Coordinates customer services programs with agency staff such as administrative manager, deputy director, and CEO.
- Works with facility, agency administrators to improve policies and procedures.
- Participates in administrative staff Work-shops, meetings and committees.
- Determine patient needs, problems and experience.
- Building lasting relationship by empathy, trust and visualizing patient goals.
- Explain membership system, the value of Revive system and patient care experience.
- Present different pay options and different membership types and prices.
- Ensure meeting patient in person appointment.
- Apply the membership contract with the new patients, highlighting the important notes (out of the membership - termination policy - communication -emergencies - renewal policy)
- Activate patient membership system.
- Activate the patient portal to the patients making sure that it is working fine.
- Check IM Reminders and make sure it is done by the IM doctors.
- Managing the Team schedule, engagement and Morale.
- Resolve all the portal complaints for the patients.
- Remind patients who are due for renewal with the renewal date and annual assessment explaining the new membership benefits.
- Ensures the patient experience
- Follow up the daily schedule of the different divisions planned by the front office.
- Looks at the circulation of the check in and check out.
- Ensuring confidentiality and ethics of the operations
- Oversee and direct daily company administrative processes and procedures.
- Ensures environment and cleanliness protocol
- Ensures maximum utilization of space and capacity.
- Maintain inventory and healthcare supplies, Maintain office supplies
- Track and maintain budgets of operational costs
- Strategically map-out, plan, and manage projects
- Analyze and maintain operational data
- Monitor and respond to members’ inquiries and comments in a timely manner.
- Receive new calls / Answer all the member patients’ inquiries or complaints on phone/ Whatsapp.
- Determine patient needs, problems and experience.
- Building lasting relationship by empathy, trust and visualizing patient goals.
- Explain membership system, the value of Revive system and patient care experience.
- Present different pay options and different membership types and prices.
Job Requirements
- Education: Bachelor’s Degree in any field
- Training: Customer Service and Public Relationship Management
- Experience: a minimum of 2 years of experience as Operation Manager.
- Great communication skills
- Creative and analytical thinking
- Details orientation
- Being diligent and proactive
- Respectfulness of deadlines
- Knowledge of employee policies and procedures
- Knowledge of administrative techniques and the principles of management, including program planning, organizing, directing and controlling.
- Knowledge of the tools of management such as cross analysis procedures, training materials, operation controls, records and reports.
- Knowledge of human, emotional, social, psychological and environmental problems and techniques to alleviate them.
- Knowledge and awareness of the Terms of Members’ Service.
- Ability to identify and resolve administrative problems.
- Ability to maintain favorable public relations and/or stakeholder relationships.
- Ability to work with other professional disciplines.
- Ability to communicate effectively with others, including the ability to organize, evaluate and present information effectively, both verbally and in writing.
- Ability to interpret and apply laws, rules and regulations related to work.
- Ability to establish a plan, program, service procedure, policy, guideline or control in a program or service area, that relates to program objectives.
- Experience in Customer Service
- Ability to translate customer feedback, data, and sentiment into stories and digestible overviews for every level of the organization.
- Hands-on experience launching community initiatives (newsletters, online forums)
- Ability to understand and act on key performance indicators (KPIs)
- Ability to effectively listen and interpret what people are saying about the brand and effectively communicate that sentiment to other team members.