Patients Operations Supervisor at R-Jolad Hospital

Job Description

• Coordinates and oversees activities of the front desk across R-Jolad Hospital Locations (Standard, Plus, Agege, Isolo, Bawala).
• Ensures coordination and transfer of patients between OPD sections and to the wards for admissions.
• Reporting on activities and coordinating collection of feedback.
• Liaising with HMOs and Retainers on behalf of patients and managing appointments.
• Monitors and improve patient waiting time in all hospital locations.
• Improved efficiency within the processes.
• Monitors the shift roasters to ensure adequate provision of staff across all locations at every time.
• Provides compassionate, effective and efficient delivery of high-quality experiences for patients.

Objectives

• Lead the front desk teams across all locations to resolve key issues and escalate more problematic issues to the immediate Supervisor.
• Work harmoniously with other members of staff including the Head of Nursing, Head of Operations, Pharmacist and Lab Scientist
• Support the Consultant Physicians in their role as direct clinical leaders in their respective practices.

Responsibilities

• Designs processes to ensure pre-shift meetings hold at all front desk departments across all locations and follow us with all necessary feedback.
• Coordinates the systems of daily lightning rounds across all patients’ touchpoints in the GOPD and affiliated areas to ascertain the level of readiness and issues so they can be addressed quickly.
• Ensures adequate staff coverage in readiness for the day’s work in all the patient’s touchpoints.
• Reviews appointment bookings and ensures patients scheduled for appointments are well organized.
• Maintains a serene and organized ambience around the reception.
• Displays empathy and understanding in the management of patients and relatives.
• Inducts and trains all new intakes for the front desk unit.
• Monitors and ensures the front desk comply with the hospital’s stated policies.
• Monitors front desk staff performance, encourage improvements and recommend changes as appropriate.
• Ensures that patient confidentiality is maintained among the team and with the clinicians.
• Coordinates the staff to ensure prompt service to the patients and encourages welcoming dispositions at the desk at all times.
• Reviews end-of-shift reports at the close of shift for handover to next shift.
• Escalates any facility defect that can affect patients’ comfort in the waiting areas.
• Monitors waiting times of patients and find ways to shorten the times.
• Executes other tasks assigned by the Head of Operations or other direct Superior.

Qualifications

• Bachelor’s or Master’s in a business-oriented, or any relevant field.
• 5 - 8 years’ experience in retail banking operations or telecoms
• Demonstrated Leadership skills.

Core Working Relationships / Key Stakeholders:
Internal on-site:

• Doctors, Nurses (Triage & Emergency), Pharmacists, Specialists, Billing Officers, Porters, Cleaners and Security personnel.

External:

• Patients, locum consultants.

Competencies:

• Understanding of the retail and hospital environment.
• Leadership Skills - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
• Ability to work in a fast-paced hospital environment.
• Empathy
• Strong organizational skills and attention to detail.
• Good communication skills - Strong verbal and written communication skills.
• Computer Skills - Tech savvy with computers, EMR systems, other third-party solutions & Microsoft office tools.
• Confidentiality - Maintain patient, team member and employer confidentiality.
• Customer Service Oriented – friendly, cheerful and helpful to patients and others. Ability to meet patients’ and others’ needs while following office policies and procedures.
• Flexibility - Ability to adapt easily to changing conditions and work responsibilities, open and able to work in multi-location environments
• Good time management and punctuality
• Ability to maintain a balance of Tolerance and patience
• A team player with a positive mindset
• Good Relationship Management skills
• Ability to innovate and assist in the building of new value-adding platforms.

Deliverables:

• Coordinates submission of daily reports on the management of the Clinic
• Bi-weekly meetings of all team leads
• Monthly data report on the unit.

Work Environment:

• Fast-paced environment with occasional high-pressure or emergent situations
• Work hours subject to office needs to ensure coverage during all hours of operation
• Possible exposure to infectious specimens, communicable diseases, toxic substances, ionizing radiation, medicinal preparations and other conditions common to a hospital environment
• Frequent interaction with a diverse population including team members, providers, patients, insurance companies and other members of the public.

Physical Demands:

• Frequent sitting, standing, walking and speaking
• Occasional reaching, bending and stooping.
• Frequent use of computer, keyboard and phone.