The Director of Global Patient Services is responsible for formulating and executing business growth plans in line with strategic objectives agreed with the Executive Director, Commercial Development and corporate Executive Team.
The role encompasses all areas of international business development including relationship management of key stakeholders, contract negotiation and the identification and implementation of growth opportunities across the range of services delivered within the hospital (and its network).
The post-holder will work strategically to promote Sidra Medicine, leveraging opportunities to develop the brand and services covered, along with key stakeholders, to achieve growth. They will be a brand ambassador for Sidra Medicine, demonstrating Client leadership, facilitating the development of a vision for the retention and evolution of existing relationships.
They will oversee the international patient referral pipeline and end-to-end enquiry, admission and discharge experience; working closely with Sidra’s multi-disciplinary treating teams.
KEY ROLE ACCOUNTABILITIES:
• Develops and executes on an international business development strategy and plan that is aligned to the corporate growth agenda.
• Initiates and executes a diversified international market strategy.
• Leads the transformation of Sidra’s International office into a high-performing, Global Patient Services function; ensuring high touch, concierge service for patients and families of the program.
• Delivers targeted growth activities resulting in anticipated referral volume growth.
• Identifies, creates, manages and nurtures key partner relationships; including Ministries, Embassies and Country-specific key stakeholders and decision makers.
• Manages the team and budget effectively and efficiently.
• Actively promotes Sidra Medicine as a specialized pediatric and women’s academic research center, whilst highlighting its differentiation in ultra-luxury, high-end Women’s and Wellness services.
• Leads Sidra’s strategy for identifying and being represented at key international conferences (e.g., Arab Health).
• Hosts and participates in international events such as conferences, symposia, patient and referrer engagement events and roadshows.
• Researches, designs and provides solutions to international market opportunities.
• Builds a comprehensive in-country visit plan and lead on its execution.
• Develops a strategy for in-country based liaison and intermediaries.
• Manages the operational requirements of international office and adherence to best practice, including patient registration, record keeping and Payer accountabilities (AP/AR).
• Oversees the administration of the international patient pathway to ensure a smooth experience from arrival through discharge and any associated after care.
• Directs the selection and assignment of new employees, performance evaluations and management.
• Assures staff full compliance with all international program processes and policies.
• Acts as the liaison between physicians, mediating personnel and departments, facilitating special requests as required.
• Serves on relevant committees to ensure the processes and requirements of the department and its stakeholders are considered and implemented.
• Influences competent best practice, empowering and developing international staff to enable growth ensuring compliance to goals and agreed Objectives and Key Results.
• Communicates the business strategy including how individual team members affect business success
• Coordinates any allocated projects by ED throughout all the phases of the cycle from start to final project delivery and manage and priorities multiple assignments simultaneously and effectively
• Provides and receives highly complex sensitive or contentious information and manages accordingly
• Resolves interdepartmental issues to ensure consistency in quality, procedure and policy application
• Communicates effectively with other relevant hospital departments, professionals, etc. to facilitate the patient journey
• Collaborates with Qatar Foundation and its entities, Weill Cornell, Ministry of Public Health and Hamad Medical Corporation, Qatar University, University of Calgary and other governmental agencies.
• Develops the team and conducts performance appraisal of staff, identifies training needs and counsels or disciplines staff as required.
• 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
In view of the evolving needs and opportunities within Sidra, this position may be required to perform other duties as assigned and reporting relationships may vary.
QUALIFICATIONS, EXPERIENCE AND SKILLS:
ESSENTIAL REQUIREMENTS:
Education : Bachelor’s Degree in Business or other related fields
Experience : 10+ years of progressive management experience in Business Development roles
Job Specific Skills and Abilities:
• Demonstrated experience at a senior management level in Business Development roles – in particular familiarity with international markets.
• Demonstrated experience, excellent track record of successfully delivering growth initiatives to profitably advance an organization’s mission and goals.
• Goal oriented and willingness to hold self and others accountable.
• Excellent relationship development skills.
• Driving Execution/Results – Ability to translate initiatives into action and creates accountability in self and others.
• Compelling Communication – Communicates in a focused and compelling way that drives thought and action.
• Building Strategic Relationships – Ability to effectively communicate complex strategy to all customer bases to achieve goals
• Excellent team management skills and interpersonal skills.
• Demonstrated experience of leading and motivating teams that are driven by execution and target attainment.
• Excellent problem solving and analytical skills
• Proficiency with Microsoft Office suite
• Fluency in written and spoken English