Regional Clinic Operations Lead (Equity Afia) at Equity Bank Kenya

Position Overview:

• The Regional Clinic Operations Leads will be responsible for the oversight, coordination, and support of the day-to-day clinic operations as assigned by the Head of Clinic Operations.

Key Responsibilities:

Quality Assurance

• Work in liaison with the clinical leads to implement the quality and process improvement policies and activities.
• Work in liaison with the clinical leads to monitor compliance to clinical indicators.
• Monitor compliance of standards through audits and tracers and provide reports where need be.
• Ensure compliance with the regulatory and accreditation requirements for the facility and continuously develop and champion initiatives to close quality gaps.
• Ensure consistent reporting to and compliance with the Ministry of Health and regulatory bodies on relevant data as required.
• Represent and participate in the EQA quality improvement committees.
• Maintain an up-to-date listing of referral facilities and ambulance services.

Customer Experience

• Champion service leadership initiatives in the facility and ensure continuous improvement and training in customer care across the clinic.
• Ensure seamless patient experience across the service delivery channels.
• Lead in root cause analysis on customer complain, recommend action plans and monitor closure.
• Ensure customer feedback data is collected and analyzed and action taken of feedback.
• Ensure above 90% customer satisfaction index from both internal and external customers.

Material and Equipment Management

• Participate in the periodic stock take exercise and advise on ways to mitigate and/or reduce wastage/losses.
• Work in liaison with the different session heads to maintain a supplies inventory by checking stock to determine inventory level.
• Report any equipment breakage immediately for maintenance support.
• Ensure operation of all equipment in the departments by completing preventive maintenance requirements including IT equipment.

Revenue

• Ensure monthly reconciliation of suppliers’ accounts.
• Ensure monthly reconciliation of patient accounts.
• Ensure rational management of costs across the channels of service delivery.
• In liaison with the Clinic leads and the Facility Administrators, develop and monitor marketing and business development strategies.
• Ensure that appropriate procedures and accounting systems are in place and are fully understood and complied with at all times.
• Ensure an up- to-date assets register at facility.

People Management

• In liaison with the HR department, coordinate and participate in all talent acquisition initiatives and oversee effective induction of new hires as per the EQA onboarding checklist.
• Determine adequate staffing levels across the channels of service delivery and implement an efficient scheduling mechanism.
• Schedule monthly staff meetings and follow up on closure of action items from meeting discussions.
• Track and ensure the achievement of minimal learning hours for all employees.
• Promote a culture of safety for the employees within the facilities.
• In liaison with the HR department, ensure an effective performance management process for all employees at the facility.

Innovation

• Work with the Head of Clinic Operations to collaboratively coordinate, operationalize, and grow innovative pilot programs across the channels of service delivery, for example, Wellness, Chronic Disease Management plans, SRH and primary care.
• Work collaboratively to innovate, build, and continuously review an internal clinical audit system for improved reporting, analytics, compliance, and performance management.
• Work collaboratively to innovate, build, and continuously review the omnichannel platform for efficient and effective service delivery of care.

Qualifications

• University degree or equivalent; preferably in a medical/science-related field.
• Registered and with a valid license to practice from the professional governing body.
• Certificate in Healthcare Management is preferred.
• Minimum of three (3) years experience in managing clinical operations.
• IT competency especially in data management and analysis will be preferred. 
• Demonstrates high degree of professional competence and administrative capability as well as broad experience in best clinical operations practices and Healthcare Standards and Programmes.
• Excellent communication skills, with the ability to present complex information in a clear and compelling manner to both technical and non-technical stakeholders.
• Strong problem-solving skills and the ability to think analytically, with a keen attention to detail.
• A passion for innovation, staying ahead of industry trends, and leveraging data to drive continuous improvement.