Out-Patient Department(OPD) Service Manager

Job Summary:

• 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 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 Hospital 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 and performance of staff to identify areas for improvement.

Roles & Responsibilities

Operational Leadership:

• Spearhead the development and implementation of the Hospital service charter for various OPD services to ensure patient-centered care.
• Regularly monitor and report on Key Performance Indicators (KPIs), recommending strategies for improvement in performance, productivity, and profitability.
• Oversee the administrative operations of the OPD, ensuring efficient workflow and alignment with organizational goals.
• Manage patient volumes and streamline service delivery processes to improve turnaround times and customer satisfaction.
• Collaborate with section in-charges to optimize scheduling and caseload management.
• Ensure timely reporting and attendance of staff in OPD.
• Direct staff meetings and keep staff appraised on new developments.

Quality Improvement:

• Drive continuous quality improvement through the development of SOPs, procedures, manuals and training materials.
• Initiate and participate in training programs to enhance the skills of OPD staff, ensuring adherence to best practices.
• Proactively collect and analyze patient feedback to improve service delivery.
• Implement quality improvement measures that align with ISO 9001:2015 standards.
• Assist in the development of outcome and satisfaction measures, collecting data to raise efficiency and effectiveness.

Staff and Resource Management:

• Participate in the recruitment, orientation, and training of OPD staff.
• Develop and maintain records of staff productivity and compliance with organizational standards.
• Manage staff schedules, attendance, and leave requests to ensure optimal departmental performance.
• Address staff performance issues through training, coaching, and other interventions as needed.
• Provide the necessary tools and equipment to ensure staff efficiency and effectiveness.
• Review and approve leave requests from OPD staff.

Data Management and Reporting:

• Maintain statistics on departmental activities, leveraging data for strategic decision-making
• Monitor the performance of the Hospital Management Information System (HMIS) and facilitate quick resolution of issues.
• Prepare and present regular reports on department performance, including financial and operational metrics
• Maintain records of weekly productivity per staff member by hours billed

Patient Experience:

• Act as the point of contact for addressing patient complaints and concerns, ensuring timely and effective resolution.
• Implement strategies to enhance customer satisfaction and loyalty, including improved turnaround times and reduced complaints.
• Design and deliver patient-centric service enhancements to align with the mission and vision of Tenwek Hospital.
• Proactively get feedback from patients and customers on the quality of services provided in the hospital.

Compliance:

• Ensure compliance with local laws, regulations, and accreditation standards for outpatient services
• Monitor adherence to safety, infection control, and licensing requirements.

Other Responsibilities:

• Identify systemic challenges and recommend solutions for systemic improvements.
• Participate in hospital committees, including disciplinary and quality assurance committees, to support organizational goals.
• Help OPD staff obtain professional licenses.
• Identify and address systemic issues or individual staff problems related to diagnostic skills, fidelity to treatment protocols, documentation, etc.
• Recommend or complete plans such as in-service training and individual counseling to ameliorate problems.
• Any other duties assigned by the HR & Administration Director.

Requirements:

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 similar to those listed above.
• Bachelor’s degree in Health Systems Management, Healthcare Management, or a related field.
• 5 years’ experience in health care management with supervisory experience
• Must have ability to accurately plan work assignments, prioritize tasks and deliver deadlines
• Must have knowledge in use of MS office packages
• 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 ability to understand and manage patient process flows
• Financial management, coding and reimbursement systems for outpatient services regulated Must have ability to handle customer care/experience concerns
• Social Health Authority (SHA) 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 contacted during the course of work.
• Identify and report significant opportunities to improve overall service for quality of care to HR & Administration Director
• Must be aligned to the mission and vision of Tenwek Hospital.