General Manager, Operations at Eye Foundation Hospital

Location: Ikeja, Lagos
Reports To: Chief Executive Officer
Entity: Summit Healthcare Hospital Ltd.

Job Summary

• The General Manager, Operations is a key member of senior management that plans, directs, and oversees the organization's operational policies, regulations, initiatives, and goals; and helps the organization to execute long-term and short-term plans and directives by implementing judgement, vision, management, and leadership.

Role Objective

• To secure the functionality of business to drive extensive and sustainable growth.

Key Responsibility Areas
Operational Aspect:

• Lead Business Operations of the Hospitals across different locations in various states; analyze internal operations and identify areas of process enhancement.
• Ensure compliance and effectiveness of operations pertinent to patient experience, policy implementation and procedures.
• Directly oversee operations, customer service, and facility and maintenance services
• Secure the functionality of business to drive extensive and sustainable growth.
• Plan, organize and manage all medical services of the hospital.
• Liaise with departments for smooth running of the facility.
• Ensure that facility is in compliance with all federal, state and local laws.
• Oversee facility management in coordination with Facility manager (clinical areas and operations).
• Create and implement a best practice program, maintaining a consistent level of quality of care offered to patients.
• Ensure that the process needed for the quality management system are implemented and maintained in the hospital.
• Guide the material department and pharmacy to make these services economical.
• Monitor quality assurance programs and mock drills concerned with safety and other quality control initiatives.
• Oversee practice of evidence-based medicine, safety initiatives, quality assurance, Improving clinical performance and implementation of high-quality standards of all medical staff.
• Develop and enforce technology driven operations and processes using Hospital Information System, Electronic Medical Records, and other relevant tools.
• Ensure effective Implementation of policies and processes as laid down by the organization.

Leadership Aspect:

• Develop and implement policies, procedures, and best practices in the administration of the hospitals with reference to corporate services, medical insurance, material management, pharmacy management, facility management and estates management.
• Formulation of strategies (in collaboration with the Chief Medical Director and Medical Directors) for developing and refining existing Clinical Services.
• Operationalize the deployment of new clinical programs.
• Ensure the organization and its mission, programs, products, and services are consistently presented in a strong, positive image to relevant stakeholders.
• Involvement in decision making for the procurement of medical equipment, drugs, machinery, and other relevant capital expenditures.
• Accountable for facilities and infrastructure planning.
• Facilitate data-driven decision making across the organization that leads to meaningful actions.
• Identify possible operational risks; and develop and implement plans for mitigation.
• Undertake special projects and other duties as directed by the CEO.

Financial Aspect:

• Identifying and exploring ways and initiatives to control cost and generate revenue.
• Aggressively manage operational expenses to ensure the company achieves targets relative to growth and profitability.
• Understand and promote the role of sound financial management and its impact on organizational effectiveness.
• Ensure 100% compliance with statutory, statistical, and annual reports.

Customer Focus Aspect:

• Accountable for customer experience across all hospitals.
• Responsible for maintaining and implementing Patient Feedback Process and conduct regular patient feedback analysis.
• Identify and develop initiatives for customer retention programs.

People Aspect:

• Senior level collaboration and engagement within organization to influence and foster cross facility collaboration and the development of common ways of delivering operations services.
• Manage team to motivate and inspire great performance and positive work attitude.
• Monitor training and development of team, and recommending disciplinary actions as needed.
• Regular meetings with hospital managers, clinical and non-clinical staff through whom regular day to day management is carried out.
• Manage people up/down to ensure collaboration to deliver organizational goals.

Qualifications and Experience

• B.Sc / BA in Business Administration or relevant field from a reputable university; MSc/MBA is preferred
• Minimum of 10 years working experience in operations is required out of which minimum of 3 years in a managerial role is required
• Minimum of 3 years’ experience in hospital operations is essential
• Job Location; Lagos (requires ability and willingness to make local and international travels)

Core Values:

• Accountability
• Resourcefulness
• Ethics
• Flexibility
• Respectful Engagement
• Empathy

Skills and Competencies
Functional/ Technical:

• Business Acumen
• Understanding of business functions such as Human Capital, Finance, Sales/Marketing, Customer Experience, Procurement etc.
• Oversight of outsourced operations and demonstrated success in vendor management.
• Project Management.
• Knowledge of HSE standards and requirements.
• Demonstrated knowledge and experience in Health care operations, and healthcare Information systems and information technology.
• Computer Savvy Skills-Intermediate/Advanced Skills in Microsoft office {Word, Excel, and PowerPoint}

Managerial:

• Outstanding organizational and people leadership abilities including planning, delegating, and supervising
• Excellent interpersonal and public speaking skills
• Aptitude in decision-making and problem-solving
• Demonstrable competency in strategic planning and business development
• Crisis management
• Experience in fundraising will be a plus.