COSMO Manager

Job Purpose / Objective 

Plan, organize and manage the day to day delivery of COSMO services to HMG patients. Ensure person-centered care to support the care and satisfaction of patients, families and visitors according to HMG policy. 

Key Responsibilities / Accountabilities 

• Management of COSMO
  • Serves as senior representative of COSMO activities and takes an active responsibility for resolving patient complaints, billing and cash collection as a front line department.
  • Undertake the day to day management of reception services.
  • Monitor systems and make suggestion for improvement.
  • Monitor the time tabling arrangement for all clinical appointments to include: timely production of rotas for all clinical and admin staff working at HMG. Ensure all appointment are available for booking ensuring that there are sufficient number of appointments available at all times, managing the holiday rotas for all clinical staff.
  • Routinely monitor and assess practice performance against patient access and demand management targets.
  • Implement the practice complaints procedures, assisting in managing complaints as required.
  • Ensure patient satisfaction is maintained at every opportunity and provide regular feedback to HMG management.
  • Implement the practice of confidentiality policy and ensure training to all staff regularly.
  • Set goals for the department in line with the management expectations and organization goals.
  • Ensure patients satisfaction and good public relations through the safe and efficient use of resources and the proper cash collection management of all in the department.
  • Implement new policies and directives.
  • Respond promptly to complaints of patients, visitors, physicians, and carry out necessary investigation through own action or appropriate referral.
  • Manage and supervise the Collect Out-Patient suggestions, questionnaires and forward to the concerned department for necessary actions and follow up to ensure that action is taken.
  • Recommend space, equipment and other resources needed to improve or enhance the existing quality of patient care.
  • Review the pending approval requests report and ensure that all the requests have been finalize within the time limit.
  • Monitor patient complaint system “Continuity of Care” on daily basis and ensure the supervisors and managers are taking care of patient’s complaints and resolving the issues within the set date.
  • Responsible for clinical governance and audit.
  • Attend committees meetings and representing the views of departments and teams.
• Staff Management
  • Manage clinical, professional, clerical and administrative staff under COSMO department.
  • Evaluate, organize and oversee staff induction and training and ensure that all reception staff are adequately trained to fulfil their role and that their development in achieved.
  • Ensure that all receptionists practice a sensitive and caring attitude to the patients and their family at all times.
  • Constantly monitor the motivation levels of the staff under him and work on strategies to keep their motivation level high.
  • Constantly review the skill and knowledge base of the staff and recommend appropriate training programs to keep them abreast with the customer expectations and organization goals.
• Planning
  • Plan and supervise patient flow management in the clinics/hospitals, scheduling and training of staff for the department.
  • Plan and monitor the services being offered to patients to ensure the delivery of specific services.
  • Set objectives for the reception team and evaluate progress, oversee implementation of objectives and identify any barriers to achieving these objectives.
  • Gather and analyse data and using it to plan and manage both projects and systems.
  • Work towards ensuring quality and value for patients.
  • Extrapolate data for quality assurance and monitoring purposes.
  • Plan and implement strategic changes to improve service delivery.
• Health and Safety

• • Ensure health & safety practices to meet the legal requirement and has a processes in place to keep accurate records related to staff induction, fire drill, manual handling, security systems.
  • Using appropriate infection control procedures; maintain work areas in a tidy and safe way and free from hazards.

• Communications
  • Communicate effectively with patient, colleagues and visitors.
  • Recognize people needs for alternative methods of communication and respond accordingly.
  • Deliver and maintain effective communication both with clinical and non-clinical agencies.
  • Manages initiatives for patients flow, relationship with patients, finance, and Information Technology (IT) and Nursing staff.
  • Liaising and negotiating with medical and non-medical staff internally (often at the most senior levels) and with people in external organizations.
  • Handle communications and corporate affairs.
• Comply with all HMG policy and procedures and ensure its effectives.
• Participate in, and lead person-centered care initiatives undertaken by HMG.
• Enrich patient experience with compassion, respect and dignity.
• Performs other applicable tasks and duties assigned within the realm of his knowledge, skills and abilities.

Education/ Professional Qualification

• Bachelor’s Degree in Health Administration or Any discipline.

Experience

• At least Seven (7) years of experience in the same field. At least two (2) years at supervisory level position.

Professional Licensing / Certification / Training

• Relevant Certificates.