Doctor, Clinical Lead at a Leading Non-Governmental Organization

JOB DESCRIPTION FOR DOCTOR, CLINICAL LEAD

Position Summary:  Coordinate and oversee activities of all medical practitioners and doctors (Full time & Volunteers) on the MEDASSIST telemedicine program to ensure compassionate, effective and efficient delivery of high quality service to the client/patients. 

• Essential Functions:
• Have a comprehensive understanding of the process workflow, scripts and standard operating procedure (SOP) and also ensure compliance by all medical practitioners.
• Regularly review the script for the medical practitioners on the system in line with stipulated medical protocol as they emerge in liaison with the project supervisor
• Responsible for familiarizing medical practitioners on the system with new changes to the script as they emerge and ensure adherence to adopted reviews
• Responsible for on-boarding new members to the clinical team on the program
• In liaison with the Call centre Supervisor, organize and assign duties and tasks to clinical team members on the program. 
• In liaison with Project Supervisor establish clinical team members work schedules daily and weekly. 
• Monitor daily performance of clinical team members to ensure duties are completed accurately, efficiently and timely. 
• Evaluate performance of clinical team members and conduct verbal and written performance evaluations at least weekly in the first month and discretionary moving forward
• Assist with interviews. Conduct orientation and training on clinical policies and procedures as it relates to the MedAssist Program
• Identify and recommend solutions to clinical team member and office issues or problems.  
• Ensure clinical policies and procedures comply with current state and federal regulations
• Ensure compliance of established procedures and regulations of the project
• Create plan and processes on how the team can be coordinated and the project executed successfully.
• Develop monthly review and manage Doctors KPI
• Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Monitor inbound and outbound call and emails responses to assess agent’s demeanor, customer service performance, and conformity to training manuals and procedures.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

SKILLS/QUALIFICATIONS

• Degree in Medicine (MBBS)
• Work experience as a clinical lead or similar position is an added advantage
• Good Administrative, Planning and Presentation Skills skills
• Excellent written, oral and communication skills
• I.T Savvy and ability to understand technology and work with different softwares