Manager- Dental Clinical Operations- Largest Health care- Hyderabad

RESPONSIBILITIES:

• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
• Responsible for NPS and customer satisfaction - Own customer satisfaction and quality audit results and supervise their drive up the charts
• Manage operations: staffing, customer service, Petty cash expenditure & accounts, statutory compliance and security & safety.
• Monitoring & reviewing all patient related services to ensure high degree of Customer Satisfaction Index
• Assist performance improvements of Bio medical, IT & R&M issues and all HO Support functions
• Coordinate with marketing team for offers / packages and ensuring smooth execution at Clinical level. Spend with Head Office
• Coordinate onboarding (with Clinic team) & Training of Dentists with Quality team and payment with Finance team
• Ensuring all checklist in place and updated daily.
• Ensures optimum utilization of facilities and services.
• Ensuring that all Clinical as well as non-Clinical processes and protocols are adhered to.
• Monitor the key performance indicators of the unit and initiate corrective action, whenever necessary.
• To reduce expenditure by cutting costs and enhance profit margins.
• Ensuring all Doctors agreements are in update to date in coordination with Clinical team
• Ensuring all Rental lease agreements are in place.
• Weekly Rosters Doctors and dental assistance
• Coordinating with call center and Centers for updating e doc appointments.
• EMR compliance
• Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.
• Oversee overall financial management planning, systems and controls in centers.
• Management of Organizational budget in coordination with the Business Head.
• Organization of fiscal and legal documents required for Centers
• Supervise and coach Centre Manager on a weekly basis
• Management of contracts and legalities related to Centers.
• Review, analyze, streamline all operational processes and best practices across Centre
• Monitoring various Key Result Areas (KRAs) for Clinical & Non- Clinical areas and streamlining the processes for improved KRAs.
• Reviewing the AOP for Centers and suggesting changes wherever needed
• Be SPOC for all operational issues and drive Process Improvements across Centers
• Provide operational management support to Business Head.
• Standardization of discount policies in synchronization with the BH
• Ensure the clinic look and feel is up to the AWD standards.

RESPONSIBILITIES BY FUNCTION

• Operational Effectiveness
• Conducting monthly and weekly operational reviews across Centers
• Ensuring Standard Operating Procedures are followed
• Coordinating with regional activation managers to plan out activation calendar and conducting monthly review of the activities
• Continuous periodic tracking of value added services across Centers
• Periodic meeting with consultants along with Centre Heads
• Conducting operations audit across Centers and ensuring fair level of audit is maintained
• Ensure high level NPS score is maintained by ensuring high quality service to the customer in synchronization with the Service Excellence Manager
• Institution of the request and ticket management system, follow up and tracking of
• Operations Manager to lay down service excellence SOPs
• Ensure adequate training and coaching is provided directly to all Centre Heads and team below.
• Organizational Leadership
• Contribute to short and long-term organizational planning and strategy as a member of the management team.
• Oversee standardization of organizational policies and processes across Centers for operational excellence
• Oversee monthly and quarterly assessments and forecasts of each Centers financial performance against budget, operational goals.

Desired Profile

• Commitment to customer services.
• Strong analytical, organizational and leadership skills.
• Excellent interpersonal skills and a collaborative management style.
• Knowledge of government contract management, experience in operations management implementing best practices.
• Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Demonstrable ability to motivate self and staff across the organization and secure the co-operation and involvement of key internal and external stakeholders.
• Excels at operating at a fast pace, community environment.
• Ability to look at situations from several points of view
• Persuasive with details and facts.
• Delegate responsibilities effectively.

Qualification

Reporting to

Work location