Deputy Operation Manager
international Hospital
مجموع سنوات الخبرة :19 years, 11 أشهر
• Reporting to Operation Manager / CEO
• Preparing the opening plan and procedures
• Hiring CS, GS, Security, staff
• Planning the out sources partner’s strategies
• Planning the internal direction, layout & guide signs
• Participating in hunting new qualified doctors
• Medical market study & analyses
• Prepare the training material for all department
• Create the policy and procedures and match it with related ACI protocol
• Supervise daily administrative operations
• Monitor expenses and suggest cost-effective alternatives
• Create quarterly and annual budgets
• Deliver a range of objectives and performance indicators
• Ensure systems are in place to monitor and evaluate performance against service objectives
• Ensure systems are in place to monitor compliance with CQC standards
• Prepare and annually update service development plans
• Keep abreast of current affairs and identify potential threats and opportunities
• Contribute to the effectiveness of the team by reflecting on own and team activities and
making suggestions on ways to improve and enhance the team’s performance and service
expansion
• Develop expertise and day to day operational knowledge of IT systems and databases
• Reporting to Regional Manager
• Managing all activities of the branch
• Coordinate with all other Branches
• Manage all the contracts with health providers
• Manage the addition and the deletion of the network providers
• Negotiate the best prices and discount
• Check and resolve all the finance issue with the providers and provide commercial agreement when needed
• improve the relation between the company and the providers
• participating for the new system and the CPT codes
• Handling all customers complains
• Manage claims Reimbursement
• Printing the card for new groups in Kuwait
• Support the approvals team
• Monitoring the approvals quality and prepare periodical report for the GM and the medical team
• Manage the V.I.P issues
• Representing the company in the events and the conferences
• Ensures successful planning and implementation of network development
• Implement strategy and standards
• Prepare annual reports and statistic reports
• Monitoring the quality and effectiveness of network service and performance to meet business and company objectives
• Administer and direct insurance programs,
• Ensure compliance with insurance processes and procedures.
• Provide guidance and advice to management on developing, implementing and revising insurance programs and policies.
• Studying & discussing quotations with clients in order to ensure compliance and sufficiency of the quotations to cover all potential risks.
• Administer the online system and provide manuals and training to providers
• Prepare report about the market and the opportunity of adding new business
• Study Marker prices and new services to advise the underwriting team
• Conducting audits of policy and compliance to standards, including liaison with internal and external auditors
• Tracing all fraud cases including doctors and providers
• Analyzing all incident reports from year to year to insure measurable tools for highest possible quality standards
• Hiring new staff
• Reporting to GM
• Coordinate with all insurance department in all healthcare providers
• Manage all the contracts with health providers
• Manage the addition and the deletion of the network providers
• Check and resolve all the finance issue with the providers and provide commercial agreement when needed
• Visits and improve the relation between the company and the providers
• Manage the GCC network providers plus Egypt and some other countries
• Handling all customers complains
• Manage claims and underwritten team
• Support the approvals team
• Manage the V.I.P issues
• Handling big clients account like (ZAIN- NBK - AUB- VIVA- WATANIYA- WAFRA- HISCO)
• Representing the company in the events and the conferences
• Organizing health day for important clients
• Ensures successful planning and implementation of network development
• Implement strategy and standards
• Ensures consistent support for internal and external clients
• Monitoring the quality and effectiveness of network service and performance to meet business and company objectives
• Administer and direct insurance programs, including the handling of claims from origination to completion.
• Analyzing insurance requirements of the company and carry out the risk evaluations and assessments.
• Ensure compliance with insurance processes and procedures.
• Provide guidance and advice to management on developing, implementing and revising insurance programs and policies.
• Studying & discussing quotations with clients in order to ensure compliance and sufficiency of the quotations to cover all potential risks.
• Following & handling all claims (physical, injuries) discussing them with Insurance Co. & Loss Adjusters.
• Monitoring the coverage for all insurance companies
• Represent the organization in formal meetings with outside organizations on matters dealing with insurance matters.
• Providing support, education and training to staff to build risk awareness within the organization.
• Administer the online system and provide manuals and training to providers
• Implementing health and safety measures and looking for ways to reduce risk and add value.
• Conducting audits of policy and compliance to standards, including liaison with internal and external auditors
• Tracing all fraud cases including doctors and providers
• develop SFC program in Kuwait
• analyzing all incident reports from year to year
• Reporting to hospital director
• Co-leader of OHS committee
• Member of the Middle management committee
• Member of the EOC workforce for achieving the Canadian accreditation
• Making sure all operations running smoothly within the hospital
• Promoting and marketing department new ideas
• Responding and analyzing outpatient and inpatient surveys
• Managing year by year budgets and financial plans and controlling expenditure
• Maintaining statistical records and publishes it to another department when needed
• Recruiting, training, monitoring and evaluating staff
• Dealing with contractors and suppliers and studying the market
• Ensuring security is effective
• Carrying out inspections of property and services
• Dealing with patient complaints and comments
• Establishes priorities and distributes tasks according to level of urgency
• Supervising maintenance, supplies, renovations and furnishings
• Responsible for the day-to-day management of the department and its staff
• Implement commercial accountability for planning, organizing and directing all hospital services, Including, food and beverage operations, housekeeping and patient services
Maintaining lowest level of infection in all critical areas (LAUNDRY- ICU -NICU- LDR…etc)
• Ensuring compliance with licensing laws, health and safety and other statutory regulations
• Supervising maintenance, the Autoclave and the west management operation in the hospital
• Making sure the rooms are kept clean and comfortable, food is enjoyable and
As per dietitian recommended, and the staff is helpful and accommodating
• Providing help and advice to customers,
• Communicating courteously with customers by telephone, email and face to face
• Investigating and solving customers' problems
• Prepare periodical department newsletter
• Keeping ahead of developments in customer service by reading relevant journals
• keeping accurate records of discussions or correspondence with customers
• Producing written information for customers
• Writing reports analyzing the customer service that the hospital provides
• Visiting customers to provide a one-to-one service
• Developing customer service policies and standards for the new events or service
• Being involved in staff recruitment and appraisals
• Training staff to deliver a high standard of customer service
• Leading the customer service supervisors team
• Train, coach and manage all cashiers in all front-end policies and procedures, including new cashiers and cross training of other associates, and conduct monthly customers service audits
• Handling customer complaints or any major incidents, such as a security issue or DAMA cases Meeting with other managers to discuss possible improvements to customer service provided
• Train the staff about hospital system and services and keeping them up to date with any changes
BA of Commerce & Business Administration Good