Job Description

The Operations Manager must act with the consent of either Hospital Administrator or the Medical Director to provide crisis management, interpret policy, make timely decisions that directly impact patient care, ensure timely and effective communication and collaboration among departments, and provide operational oversight throughout the Hospital. He / she will be the administrative liaison to patients, families’ health system employees and external customers.

Key Responsibilities

Corresponding Key Activities performed by the role

Managerial

• Establish, monitor and ensure professional standards are maintained with in the Customer Care, Maintenance, Transportation, Housekeeping Department, Fire and Safety with collaboration with each Head of Department.

• Demonstrate judgement and self- sufficiency in effective problem solving while serving as the administrative and operational resource for the hospital.

• Maintain interface with departmental personnel to ensure there is adequate space and facilities for patient care and coordination of facilities.

• Oversee patient care flow while redirecting and allocating resources. Determine necessary space, equipment, supplies and support systems to ensure effective functioning of Unit / Department.

• Investigate patient / visitor concerns and implements appropriate courses of action.

• Take corrective action in situations requiring immediate intervention, including interpretation and administration of hospital policy and work rules.

Technical

• Intervene and problem solving for inter / intra department issues. Facilitate interdepartmental communication, negotiation and decision-making.

• Document pertinent information, actions and decisions and communicates to appropriate leadership.

• Job responsibility provide on-site management / leadership of crisis situations to prevent or minimize disruption of services.

• Complaints are handled in a structured, timely and professional manner which is fair, courteous and respectful of privacy to use to identify problems and to continuously improve the department service.

• Keeping strict compliance in confidentiality agreement and agree not to inappropriately access, disclose, copy, remove, use or give to any person or organization information of any nature related to the hospital which the hospital designates in writing as confidential or which a reasonable.

• Other duty assigned by the Head of Department but limited to the capacity of the employee and his / her designation and as of business needs.

Quality and Safety

• Promoting and maintaining quality in all services and ensure continuous quality improvement measures are in place. Conduct method evaluation/ development as per standard policies and procedures

  • Complying with all safety and quality control programs and procedures as applicable

  • Complying with applicable precautions for environmental safety, infection control, using a series of interventions that minimize or prevent cross infections

  • Ensuring that safety procedures and quality assurance tests are maintained within all sections

  • Comply and support clinical audit processes within the service and report on these as agreed

  • Communicating in a professional and courteous manner with patients, family and other medical personnel as necessary to obtain information for laboratory records, explain procedures, clarify orders and communicate status.

Continuous Education

• Participating in education sessions for department staff, doctors and nurses on the safe and secure handling of equipment, i.e teaching, induction, peer review, case studies, and clinical presentations

  • Participating in department programs/ committees, various hospital committees, and staff meeting (when requested)

  • Participating in the orientation and training of new employees

  • Maintaining professional knowledge by attending lectures, seminars or on-line education sessions

  • Completing and maintaining all regulatory requirements including licensure and certification and other mandatory training within established time frames.

  • The ability to apply technical skills, together with a demonstrable knowledge of and interest in sciences, such as anatomy, physiology and physics;

Occupational Safety and Health Management Systems

• Comply with all OSH and infection control policies, standards and procedures and cooperate with hospital management to comply those requirements

  • Notifying OSH Hazards, incidents, Near misses and issues and assistance with the preparation of risk assessments, incident reports

  • Attend applicable OSH/Infection control training programs, mock drills and awareness programs

  • Comply with reasonable OSH instructions, policies and safe working procedures

  • Use of appropriate personal protective equipment and safety systems.

  • Be familiar with emergency and evacuation procedures

  • Not wilfully or recklessly endanger anyone’s health and safety

  • Comply with Waste management procedures and policies. Reduce, Reuse, Recycling of waste as much as possible

  • Attend all OSH Trainings, awareness programs and mock drills.

  • Participates in the OSHMS audits, inspections, ensuring standards are maintained

Prevention and Control of Infection (PCI):

• PCI is everyone’s responsibility. All staff are required to read and implement the NMC PCI Policy and Strategy in an effort to maintain the highest possible standards of cleanliness at all times, thus reducing the risk of infection in patients, staff and visitors.

  • The strictest hand hygiene, 5 moments of hand hygiene, bare below the elbows and environmental care, will be expected of all staff, including the post holder, at all times

Qualification, Licensure, Experience and Special Skills:

Qualifications & licensure

• Education requires graduation from an accredited University in business or Health related Field.

• Work requires a minimum of five years of administrative combined with a minimum of two years hospital experience.

• Must have an exceptional interpersonal skills, maturity and good judgement and be capable of communicating in a professional manner with diverse range of individuals; superior phone etiquette skills and Patient focused, service oriented, patient & understanding.

• Efficient organizational skills, ability to handle multiple responsibilities under pressure while maintaining composure. Also, a person that is reliable, punctual, dependable and responsive.

• Excellent command of oral and written English. Arabic language desirable but not essential.

Experience required in addition to the Qualifications mentioned above

Specialist Certification

Required: NA

Desired: NA

Additional requirements

• Self-motivation and the ability to work under pressure;

  • Fluent spoken and written English. Spoken Arabic is advantageous but not essential.

  • A supportive and caring disposition;

  • Adaptability and good time management skills;

  • Confidence in dealing with stressful situations;

  • IT competencies.

Remarks

( add department specific requirements if any)