Operations Manager

JOB PURPOSE

• Operation Manager is responsible for overseeing all operations and facilities at the Rehab Centre within approved budgets.
• Along with the GM, he/she coordinates the internal structure based on organization policies, goals, and objectives to ensure an efficient working environment.
• Manage the Operations at the Centre, comprising IT, Customer Services, Business Office & Billing, Case Management and Marketing to ensure smooth business operation.
• Works closely with various stakeholders and coordinates Operations activities

JOB CONTENT

KEY RESPONSIBILITIES:

• Responsible for the operations of the Rehabilitation Centre.
• Develop operations systems for the center and work closely with management team to set and/or implement policies, procedures, and systems and to follow through with implementation
• Short-term and Long-term planning to create initiatives that further the company’s overall goals
• Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends
• Oversees operational systems, processes, and infrastructure while looking for opportunities of improvement or revision
• Anticipates and tracks operational and tactical risks and providing strategic solutions.
• Responsible in the operation infrastructure between department to ensure consistency and quality standards are met
• Monitoring the overall budget of the business as well as departmental budgets
• Forecast requirements; prepare an annual budget; schedule expenditures; analyze variances; initiating corrective actions
• Analyze and improve organizational process and workflow, employee and space requirements, and equipment layout; implement changes
• Manages day to day business of the operations department while balancing the responsibilities of various business lines such as business analysis, vendor, and risk management.
• Review and approve all operational invoices and ensure they are submitted for payment
• Developing, implementing, evaluating, and marketing programs to maximize clinical outcomes, functional status, customer satisfaction, and reimbursement
• Respond to emergencies or changing conditions by adjusting work schedules or project priorities
• Assist in committee meetings by addressing problems and providing information about the program, problem, etc. Explain/clarify problems, issues, or requests to others (orally or in writing)
• Along with CEO and Medical Director to keep management informed about Center problems and concerns by participating in periodic management meetings
• Assess the effectiveness of all ongoing programs and determine whether they need to be adjusted or improved
• Assist GM to achieve financial targets that support the center's business objectives
• Identify best methods for allocating and using resources by evaluating organizational functions and structures
• Identify and justify alternatives for cost reduction/containment
• Utilize essential service dimensions as well as knowledge of patient/customer expectations and best practices to develop and exceed service standards
• Determining if the Center's service standards are compatible with its financial targets
• Improve customer service and satisfaction by utilizing customer satisfaction, best practices, and market information.
• Maintain an organizational culture (both within and across departments) that is safe, rewarding, and enriching for the employees, while providing qualified, competent staff for patients.
• Ensure that the mission and values of the Centers are widely promulgated
• Demonstrate behaviors consistent with the enterprise's mission, vision and values by leading, coordinating, and innovating.
• Create a collaborative atmosphere by leading in a facilitative way
• Ensure effective, efficient, and efficient communication within departments
• Identify all procedures are according to standards
• Along with GM develop Key Performance Indicators (KPIs) for your business to help measure your business targets & outcomes and manage employee performance.
• Identify an environment that encourages and support self-development and learning through regular feedback by assuring staff development through orientation, training programs, work experiences and assessing competencies by promptly meeting the performance expectations stated in their job description (usually annually)
• To review the operation monthly report before submitting to the Chief Executive Officer.
• Analyze data collection of the monthly report by the operation team and submit analysis and recommendation to meet departmental KPI.
• Ensure that all relevant laws, statutes, and regulations, clinical requirements, and patient comfort related to FEM services and retrofit/refurbishment projects are compiled.
• Assist in the implementation of identified accreditation requirements such as MSQH, and Quality Assurance, Health, Safety & Environment to ensure the required quality standards are met.
• Design and implement a feasible engineering workflow, equipment, and processes in accordance with the latest technology and practices to ensure IHT takes the leading role in the healthcare industry

KNOWLEDGE & SKILL

• Excellent communication and interpersonal skills to include the ability to negotiate and resolve conflicts and build teams
• Demonstrate creativity and flexibility
• Ability to operate in high-pressure situations
• Excellent organizational skills
• Demonstrate innovative approach to problem resolution
• Ability to work collaboratively across IHT entities and disciplines
• Demonstrate commitment to patient- and family centered care
• Broad knowledge of modern health care administration practices
• Analytical ability in order to develop and analyze options, recommend solutions to and solve complex problems and issues
• Demonstrate effective managerial and administrative leadership of clinical operations
• Knowledge of principles and techniques used in negotiation as applied to service contract purchasing
• Effective organizational, planning and project management abilities
• Experience in financial and programmatic presentations
• Ability to function independently
• Ability to recognize personal strengths and weaknesses and develop goals for professional growth
• Ability to demonstrate a commitment to quality and excellence.

Effective leadership abilities:

• Ability to implement change in a positive, sensitive and forward- thinking manner
• Planning and problem solving
• Developing goals and objectives, and establishing priorities
• Inspires confidence, appropriate risk taking and achievement of high standards
• Positive, can-do attitude coupled with a sense of urgency
• Good judgment and ability to act decisively at the right time
• Ability to persuade others and develop consensus
• Effective communication skills both in written and verbal presentation with a communication style that is open and foster trust, credibility and understanding.
• Ability to effect collaborative and promote teamwork
• Ability to ensure a high level of customer satisfaction including employees, patients, visitors, faculty, referring physicians and external stakeholders
• Ability to create win/win solutions and relationships

Professional Experience

• Minimum of ten years management experience in healthcare
• Degree in an allied health field, hospital administration or business administration

Competencies

Technical

• Risk Assessment
• Clinical Governance
• Teaching and training

Leadership

• Driving Change and Innovation
• Decision Making
• Influencing and Anticipating
• Working Collaboratively
• Driving Execution and Performance