Job Summary:
The Specialist - Operations assists in planning and coordinates the operations of the department, with the goal to ensure and improve the performance, productivity, efficiency, and profitability of departmental and organizational operations through the implementation of approved methods and strategies. The position holder demonstrates critical thinking through initiative, effective interpersonal skills, and oral/written communication skills.
The Specialist - Operations works closely with the line manager and assists with communicating with the Division Chief, Patient Access Team, Quality Team, and Patient Experience Team as part of the clinical service, to ensure safe and efficient operations for patients and staff. The Specialist oversees the daily operations of inpatient and outpatient units, ED, OR, and support services.
The Specialist - Operations uses a hands-on approach to help implement key operational strategies and achieving all agreed key performance indicators inclusive of resource management, financial targets, quality standards, patient and family satisfaction, patient flow, and access. The post holder ensures that the infrastructure, supplies, environment, and support services are in place to provide optimal patient care and efficient operational performance.
KEY ROLE ACCOUNTABILITIES:
General Scope - Operations
- Assists and contributes to the day to day management of the Clinical Operations Department.
- Helps plan and organize day-to-day department operations, schedule and activities.
- Assists in all matters related to clinical management, planning, development, budget, and other business operations activities of the department.
- Maximizes outcomes through efficient, effective and compliant procedures driven by data analytics and results.
- Assists in developing and maintaining clinical improvement processes to maximize operational efficiencies.
- Serves and actively participates on various departmental meetings.
- Helps optimize clinical operations and patient flow to ensure quality of care provided to patients, including serving as liaison to Guest Relations department.
- If required, collaborates and coordinates with departments impacting their services to ensure timely, efficient and quality care is maintained.
Quality/Safety
- Assists in ensuring a safe and effective working environment; helps monitor and/or revise the department safety plan and/or any specific accreditation/regulatory required safety guidelines, including infection control principles.
- Helps monitor and confirm staff maintain their required credentials that demonstrate competency per QCHP or department guidelines as applicable.
- Uses and optimizes information systems to enhance operations; supports entity-specific performance improvement and data management/analysis functions.
- Employs a proactive approach in the optimization of safe outcomes by monitoring and improving the department workflow, using peer-to-peer accountability, reporting near misses and/or adverse events immediately and identifying solutions via collaboration.
- Assists with implementing process improvements utilizing tools such as LEAN principles. Role model’s situational awareness, using teachable moments to improve safety.
- Supports the design, development, coordination and continuous improvement of all clinical quality improvement initiatives and structures systems for the department in a manner that supports achievement of quality goals.
- Helps provide oversight and assures compliance of all team members and relevant physicians and providers with all Sidra Medicine, QCHP and JCI policies and standards.
Finance
- Assists with tasks related to the development of staffing plans, departmental budgets, and schedules to meet clinical department/patient care needs that reflect understanding of the importance of cost-effectiveness.
- Supports in implementing department strategies to achieve financial target and staffing needs, developing others to do the same, through optimizing productivity, supply/resource efficiency, minimizing incidental overtime and overtime percentage, and other areas according to department specifications.
- Conducts analysis on all clinical program-related areas such as utilization, revenue enhancement opportunities, and cost-reduction opportunities.
- Reviews and audits inpatient and outpatient operational performance metrics.
- As required, assists with the development of the department budget and ensures that the department operates in a cost-effective manner.
- Assists as required with auditing department expenses within approved budget parameters, ensuring that the department meets the budget/revenue and/or expense targets on a monthly and annual basis.
Growth/innovation
- Identifies and implements innovative solutions for practice or workflow changes to improve department operations or other department-specific measures by leading unit projects and/or other department/system directed shared governance activities.
- Supports change initiatives, maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusts effectively to work within new work structures, processes, requirements or cultures.
- Proactively evaluates processes; recommends and implements action plan(s) for change.
- Participates in the development and implementation of new procedures and the review and revision of existing procedures.
- Seeks opportunities to identify developmental needs and takes appropriate action.
- Ensures own career discussions occur with appropriate management.
- Completes and updates the individual professional development plan on an on-going basis.
- Conducts conversations with line manager on their development and PDP.
- Participates in the development and revision of collateral material, annual report and web content.
- Assists in the development and implementation of program-specific business development activities including outreach events, CME events, physician partnership events, representation at local, regional and national conferences, and community awareness activities.
People Management
- Meets or exceeds threshold goal for department and/or system metrics on employee engagement indicators.
- Helps to ensure that department consistently achieves desired clinical and management outcomes, including high degree of patient and physician satisfaction.
General
- Additional Projects – as assigned by Clinical Operations Management.
- Acts as a role model in ethical behavior and business practices and ensures that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.
- Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies
- Adheres to and promotes Sidra’s Values
QUALIFICATIONS, EXPERIENCE AND SKILLS:
ESSENTIAL PREFERRED Education Bachelor’s degree in clinical discipline, healthcare management, business administration or related field Experience 5+ years of experience in a healthcare environment inclusive of:
- Experience in analyzing data and devising meaningful results
- Experience in writing memos, SBARs etc.
- Experience using Excel
- Experience of working in health care in the Middle East
- Experience of working in a hospital (in Clinical Background)
- Experience in operational planning and delivery within a given portfolio
- Experience in identifying and implementing improvement initiatives
- Experience in using project management tools
Certification and Licensure Certification in Project Management or Improvement (e.g. PMP, Six Sigma, PRINCE2) is a plus Professional Membership Job Specific Skills and Abilities - Ability to develop effective relationships with a range of stakeholders
- Ability to implement strategies and operate in a challenging and changing work environment
- Ability to cope with rapid and sustained change, competing demands and tight deadlines
- Ability to analyze information and devise improvement initiatives
- Basic understanding of financial management
- Excellent time management skills
- Demonstrated attention to detail
- Proficient writing skills in English
- Patient and family focused work ethos
- Proficiency with Microsoft Office suite
- Fluency in written and spoken English
Fluency in Arabic
Sidra Medicine a healthy population is essential to a strong, prosperous society, and throughout 2020, Sidra continued to provide uninterrupted comprehensive specialist healthcare services for children and young people; and exceptional maternity, gynecology, and reproductive medical services for women, previously unavailable in Qatar and the region.” – H.H Sheikha Moza bint Nasser, Chairperson of Qatar Foundation
Sidra Medicine represents the vision of Her Highness Sheikha Moza bint Nasser who serves as its Chairperson. This high-tech facility is home to world-class patient care, scientific expertise, and educational resources.
