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Job Description
The Manager Clinical Operations Manager is responsible for overseeing the daily operations of a clinical operations and digital clinic that provides in-person care, Telehealth and remote healthcare services. This role is vital in ensuring that clinical operations run smoothly and efficiently, delivering high-quality patient care while maintaining high levels of member satisfaction. The manager will monitor service delivery, address operational challenges, and support the strategic expansion of digital clinic services
Clinical Operations Management
- Oversee all operations and clinical operations and operations of digital clinic to ensure seamless service delivery.
- Develop and implement standard operating procedures (SOPs) for clinical workflows, ensuring compliance with healthcare regulations and best practices.
- Monitor clinical performance metrics, including patient wait times, consultation durations, and clinician productivity.
- Conduct regular audits of clinical processes to identify areas for improvement
Post-Consultation Service Monitoring
- Ensure the timely completion of all post-consultation services, including follow-up appointments, lab orders, and medications.
- Implement a tracking system for all post-consultation activities, ensuring that follow-ups are scheduled and completed as needed.
- Communicate with clinical staff or stakeholders to verify that all recommended services are being delivered promptly.
- Develop a feedback loop for all issues related to services and complaints for in-person clinic and digital clinic
Member Satisfaction Management
- Address and resolve any issues related to member satisfaction and service delivery.
- Review patient satisfaction surveys to gather feedback on their experiences with the clinical operations, clinical care and digital clinic and address all issues.
- Analyze survey results and patient feedback to identify trends, strengths, and areas for improvement.
- Implement changes based on feedback and communicate these changes to both staff and patients.
- Facilitate a customer service training program for staff to enhance patient interactions and service quality
Operational Reporting and Analysis
- Prepare daily reports on completed consultations, ordered labs, and medications to monitor clinic performance.
- Utilize data management software to collect and analyze operational data, ensuring accuracy and relevance.
- Generate daily, weekly, and monthly performance reports highlighting key metrics and trends.
- Present findings to the management team, providing actionable insights and recommendations for improvement
Scheduling and Resource Management
- Ensure clinician schedules are prepared and open well in advance, addressing any blockages quickly.
- Collaborate with clinical staff to optimize scheduling based on patient demand, clinician availability, and service types.
- Monitor booking trends and adjust schedules proactively to minimize patient wait times and maximize appointment availability.
- Resolve scheduling conflicts and communicate changes to Healthcare Center promptly.
- Ensure proper communications with different teams
Skills
- Proficient in data analysis and reporting tools, with strong analytical skills to interpret operational data.
- Excellent communication and interpersonal skills, with the ability to interact positively with patients and staff.
- Strong organizational skills and the ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Familiarity with electronic health records (EHR) systems and telehealth platforms, including troubleshooting and support.
- Strong organizational skills with attention to detail and the ability to manage multiple tasks
- Problem-solving skills with a focus on improving service delivery and operational efficiency.
- Proficient in Microsoft Office Suite and Power BI.
- Arabic and English language proficiency.
Education
Medicine and Surgery
Job Details
Preferred Candidate
Bupa Arabia
Bupa Arabia is a healthcare insurance company based in the Kingdom of Saudi Arabia. We are an associate business of Bupa Group, which is a global healthcare company with an international reach that extends across multiple business operations, practices, and resources.
Founded in October 1997, Bupa Arabia was initially established through a partnership between Bupa Global International and Nazer Group, with the key focus to provide health insurance services with high quality and competitive prices, while ensuring a distinctive experience for customers. Bupa Arabia has since evolved into a fully Saudi-owned and operated company. Our transformation from a joint venture into a publicly traded company on the Saudi Stock Exchange occurred in 2008, as we made 40% of our shares available to the public during our Initial Public Offering (IPO).
As a subsidiary of the global Bupa Group, we draw upon international expertise while maintaining a profound understanding of local healthcare requirements and regulations. This allows us to offer comprehensive healthcare insurance solutions tailored to the unique needs of the Saudi Arabian market.
Bupa Arabia prides itself on its commitment to the wellbeing and development of its employees, providing them with the same standard of care, support, and professionalism that it expects to be delivered to its customers.
Our core values shape every aspect of our work and culture:
Commit – Own it with accountability and urgency.
Collaborate – Win together through cross-functional synergy.
Care – Put people first, both employees and customers.