Service Line Manager at Avenue Healthcare

Job Objective/Purpose

• Oversee the development, execution, and evaluation of strategies to enhance the performance and quality of our health system, spanning hospitals, primary care clinics, and home care. The role will have a strong focus on establishing and promoting clinical standardization, developing clinical guidelines and pathways, and forming effective clinical practice groups, all while maintaining an eye toward profitability, service quality, and patient satisfaction for clinical programs across Avenue Healthcare.

Key Responsibilities

• Operational Efficiency: Develop and implement processes to streamline workflows and eliminate waste across all service lines, contributing to cost reduction and improved patient care. 
• Quality Management and Clinical Standardization: Establish and promote clinical standards across all service lines, ensuring adherence to best practices and compliance with internal and external quality metrics.
• Clinical Guidelines and Pathways Development: Oversee the development and implementation of clinical guidelines and pathways, ensuring they reflect the latest evidence-based practices and are effectively communicated and adhered to within the health system.
• Clinical Practice Group Formation: Facilitate the formation and functioning of clinical practice groups, promoting collaboration and shared decision-making among clinicians to improve patient outcomes and operational efficiency. 
• Drive service line growth and patient flow into inpatient areas and use of internal diagnostic resources by growing patient volumes in the assigned service lines to targets through referral pathways, specialist networks growth, specialist recruitment and awareness campaigns. 
• Preventive Care and Population Health Management: Design, implement and oversee preventive care programs and population health management strategies that reduce costly procedures and re-admissions, and address social determinants of health.
• Track service line financial performance by owning the profit margin of each service line. Track revenue, doctor costs, consumables, pharmacy and lab costs against targets, and act on variances with Finance and the facility GMs.
• Responsible for group Outpatient and Inpatient packages and overall pricing initiatives by working with Finance and Clinical support teams to design, cost and launch service line packages, in an effort to drive affordability and access while still being sustainable. Carry out an annual pricing and costing review of all live packages.
• Specialist Recruitment and Engagement: Develop and implement strategies to identify, onboard and retain key specialists for the service lines as well as strategies to enhance their engagement such as promoting professional development, involving physicians in decision-making, fostering a collaborative environment, and addressing their concerns.
• Partnerships and Collaborations: Engage with other healthcare providers to form strategic partnerships and collaborations that lead to shared costs, resources, and enhanced patient outcomes. In addition, through coordination with Contracting teams, work with insurers and corporates to get service line packages approved and listed and turn those listings into contracted volumes. 
• Staff Training and Development: Promote ongoing staff training and professional development, fostering an environment that values growth and innovation
• Patient Experience: Implement strategies to improve patient experience across all service lines, focusing on communication, environment, and prompt issue resolution.
• Revenue Cycle Management: Oversee effective revenue cycle management to improve cash flow and profitability, including billing practices, follow-ups, and regular audits.
• Specialist Recruitment and Engagement: Develop and implement strategies to identify, onboard and retain key specialists for the service lines as well as strategies to enhance their engagement such as promoting professional development, involving physicians in decision-making, fostering a collaborative environment, and addressing their concerns

Person Specification

• Bachelor’s Degree in Medicine and Surgery
• Minimum of 5 years of experience in healthcare management, preferably within a hospital or health system setting.
• Proven track record in improving operational efficiency and patient satisfaction
• Experience in managing and leading diverse teams across different healthcare service lines.
• Proven experience in quality management and clinical standardization will be an added advantage.
• Experience in the development of clinical guidelines and pathways, and formation of clinical practice groups will be an added advantage.
• Strong understanding of healthcare financial management, including billing, reimbursement, and value-based care models will be an added advantage.
• Familiarity with health technology systems, including EHRs, telemedicine, and health analytics will be an added advantage.