Out Patient Department Treatment (OPD) Service Manager at Tenwek Hospital

Reporting to the HR & Administration Director, the OPD Services Manager will be responsible for quick turnaround and smooth flow of OPD end-to-end services which include arrival & reception; registration; queue management; waiting room; triage; consultation with the clinical team; any diagnostic and auxiliary services; pharmacy services to payment and discharge from Tenwek Hospital.

The position will also oversee the administrative functions of OPD in main hospitals and in outstations – Bomet Annex, Kaboson and Ngiito ensuring adequate staffing, timely attendance and high performance in the department. The Manager monitors patient volumes, quality of care, and performance of staff to identify areas for improvement.

Roles & Responsibilities

• Develop and implement a Hospital service charter for the various OPD services
• Regularly monitor and report on the Key Performance Indicators (KPIs) that ensure best-in-class customer service to the patients visiting the Hospital
• Maintain statistics on the activities of the department, recommend strategies for improvement in performance, productivity, and profitability.
• Continuous quality improvement for outpatient services through development of procedures, manuals, training materials, participation in trainings and best practices
• Assist in development of outcome and satisfaction measures and collecting data to raise efficiency and effectiveness of OPD
• Monitor the performance of the Hospital Management Information System (HMIS) and support quick resolution of any hiccups
• Proactively get feedback from patients and customers on the quality of services provided in the Hospital.
• Work closely with section in-charges on effective scheduling and caseloads in OPD.
• Ensure timely reporting and attendance of staff in OPD
• Direct staff meetings and keep staff appraised on new developments
• Maintain records of weekly productivity per staff member by hours billed.
• Maintain awareness of the case load needs of all outpatient staff and provide the appropriate interventions
• Provide the necessary tools and equipment for the OPD staff to carry out their duties
• Review and approve leave requests from OPD staff
• Participate in the recruitment of OPD staff.
• Manage outpatient staff charts for compliance with standards.
• Help develop orientation, training, and education of new and existing staff, including orientation to Hospital policies and forms.
• Problem solves staff problems with performance, needs, and cases.
• Help OPD staff obtain professional licenses.
• Identify problems which are systemic and need to be addressed systemically and individual staff problems which need to be addressed individually with staff, such as diagnostic skill, fidelity to treatment protocols, documentation, etc., and recommend or complete plans, such as in-service training and individual counselling to ameliorate problems.
• Any other duties assigned by HR & Administration Director.

Required Qualifications & Experience

A combination of experience, education, and/or training which substantially demonstrates the following knowledge and skills, and the ability to perform a range of duties like those listed above.

Qualifications

• A Bachelor’s degree in health care management or business processes
• 5 years experience in health care management with supervisory experience
• Must have the ability to accurately plan work assignments, prioritise tasks and deliver deadlines
• Must have knowledge of use of MS office packages

 Thorough knowledge:

• Principles and practices of outpatient service delivery systems of care
• Principles and methods of management organization, budgeting and staffing applicable to health care programs.
• Applicable local laws, rules and regulations as may apply to an outpatient clinic; safety and infection control practices and licensing requirements.

Working Knowledge:

• Principles of supervision, including training, directing, evaluating and supervising staff.
• Management systems and concepts.
• Should demonstrate the ability to understand and manage patient process flows
• Financial management, coding and reimbursement systems for outpatient services regulated Must have the ability to handle customer care/experience concerns
• National Health Insurance Fund (NHIF) and other medical insurance providers.
• Quality improvement principles and practices.

Skills:

• Plan, organize, direct, schedule, set performance standards and evaluate the work of a multi-disciplinary staff
• Devise and adapt work procedures and processes to meet changing needs
• Understand, interpret, explain, and apply laws, regulations, policies and written and oral directions
• Effectively solve problems and follow up on all patient complaints and staff concerns.
• Prepare and present clear and concise reports, instructions, and correspondence.
• Design and deliver in-service education and training programs and assess their effectiveness.
• Provide excellent and courteous customer service and establish and maintain effective working relationships with those contacts during work.
• Identify and report significant opportunities to improve overall service for quality of care to the HR & Administration Director
• Must be aligned with the mission and vision of Tenwek Hospital

Closing date: 27 May 2022