CLINIC SUPERVISOR

Supports the provision of safe, patient and family-focused quality care, assists in the daily functioning of the clinic/department in support of patient care while maintaining confidentiality, supports the successful achievements of Clinic Operations strategic goals, provides ongoing and continuous supervision of all Patient Relation Staff, strives to exceed the service expectations of customers, regularly convey and monitor performance standard with all Patient Relations Staff, ensures that every Patient Relation Staff member has effectively completed and is proficient in iConnect Practice Management System and any other required hospital training programs.

• Liaise with the IT department in addressing and “troubleshooting” iConnect operational issues as they present.
• Monitors cash outstanding/No show/Employer details report on a daily basis. Investigates all accounts of patient walkouts, and late charges entries.
• Provides cashier training to reduce cash outstanding episodes.
• Works collaboratively and effectively with the finance department and other hospital staff to reduce cash outstanding. 
• Liaises with the Insurance Department to resolve registration errors.
• Arranges the monthly schedule of the reception, switchboard, porters and Patient Relations Executives of clinics without Clinic Managers.
• Organizes the master schedule of all Patient Relations staff to ensure adequate coverage of the clinics.
• Reassigns Patient Relations Executives to cover clinic areas in times of illness or vacations in collaboration with the floor leaders under the supervision of the line manager of clinic operation. 
• Participates in the interview of the new Patient Relations Executive.
• Ensures that all Patient Relations Staff are proficient in “Down Time Procedure”.
• Performs all duties and tasks as per the hospital Code of Conduct and in line with the hospital's Vision and Mission.
• Remains professional at all times and is not involved in any out-of-committee/department discussion regarding policies, data and information obtained within the department and as part of assigned duties.
• Accepts additional duties, within the scope of practice in periods of higher workload, and needs and as assigned by the line manager. 
• Maintains regular working hours as per the employee contract.
• Adheres to the hospital values as per the C-I Care Program.
• Promotes and participates in departmental teamwork.
• Promotes a “blame-free” culture of transparency with a friendly and open working environment for all employees.

REQUIREMENTS: 

QUALIFICATIONS & SKILLS:

• Bachelors Degree
• Preferably five (5) years of experience out of which two (2) years are in supervising staff
• Advanced level in Microsoft Office (Word, Outlook, Excel, PowerPoint, etc.)
• Exposure to/experience with customer service principles
• Excellent English verbal/written communication skills in Arabic & English  
• Computer literacy (in Cerner System) and efficiency
• Comprehensive knowledge of hospital services
• Adequate knowledge of Medical Terminology

Note : Only shortlisted applicants will get contacted 

• Ensures that the clinic opens on time and that the schedule of the physicians is open as per policy.
• Makes sure that all patients are called to be pre-screened and to check if they confirm the appointments.
• Follows up on the no-shows and cancellations and ensures that they are together below 15% and that the attendance is more than 85%.
• Ensures that the staff are following up on the approved tests that are not utilized ensuring that the patients are contacted to come and do their tests. 
• Supervise the work of the staff ensuring high patient satisfaction and a smooth workflow.
• Liaises with marketing to ensure all the offline and digital material reflects the current services of the clinic and the physicians.
• Ensures all new physicians and staff have a clinic-specific orientation.
• Ensures attendance by all Clinic staff, Information Desk and Porters at clinic-based in-services or other educational events as required.
• Participates in Clinic-wide performance improvement activities.
• Promotes incident, customer complaint and patient satisfaction survey reporting to improve patient and family care.
• Reviews all/any incidents, occurrences, near misses and complaints within the Clinic and report findings as per the Hospital Policy.
• Liaises with the Front Office Director addressing and “troubleshooting” clinic operational problems as they present themselves on a day-to-day basis.
• Provides direct supervision to the staff. Organizes and communicates their assignments and responsibilities.
• Ensures 100% attendance for staff at mandatory in-service and completion of Clinic and unit-specific competencies and continues education program.
• Ensures ongoing individual performance appraisals are objectively completed for staff members against set criteria. 
• Assists with action plans arising from these appraisals as necessary. Provides clear feedback to team members in a manner that is conducive to maintaining and improving performance. Counsels and/or disciplines staff when appropriate.
• Promotes the effective orientation, precepting and support of new staff. Provides a welcoming work environment for new staff and ensures appropriate preceptors are made available to assist with orientation. Monitors and tracks individual progress.
• Participates in the recruitment of staff and encourages and promotes the retention of all staff.
• Establishes and maintain effective administrative process in the unit. 
• Prepares quarterly reports of the clinic outcomes.
• Assists the director of the clinic in conducting monthly QI meetings including preparing the agenda, writing the minutes and following up on what was discussed and sending the signed minutes to the Quality department.
• Organizes systems training with new Patient Relations staff. Schedules new staff for training, assigns trainers, monitors progress, and addresses training deficiencies.
• Organizes and conducts education to PRR, whenever the need arises.
• Liaises with the IT department in addressing and “troubleshooting” IT-related operational issues as they present.
• Monitors cash outstanding/ Employer details report on a daily basis. Investigates all accounts of patient walkouts, and late charges entries.
• Provides financial training to the Patient Relations Executives in the clinic to reduce cash outstanding episodes.
• Works collaboratively and effectively with the finance department and other Clinic staff to reduce cash outstanding.
• Liaises with the Insurance Department to resolve registration errors.
• Reassigns clinic staff to cover clinic areas in times of illness or vacations in collaboration with Clinic Managers.
• Ensures that all Staff are proficient in “Down Time Procedure”.
• Performs all duties and tasks as per the hospital Code of Conduct and in line with the hospital's Vision and Mission.
• Adheres to hospital charging and accounting policies and procedures.
• Ensures a safe working environment through strict compliance with Hospital Policy and Procedures regarding safety, infection, and security.
• Performs other related duties as assigned.
• Acts as a backup as a clinic supervisor to another clinic in the absence of other clinic supervisors.

• Bachelor’s Degree in Business Administration

PROFESSIONAL EXPERIENCE:

• At least 5 years of experience in a management capacity in a clinic or similar setting
• Full knowledge of Clinic services
• Knowledge of Medical Terminologies
• Computer application literacy (in Cerner, Oracle, Excel, PowerPoint, etc.)
• Excellent English verbal and written communication skills