SPECIFIC SUPERVISORY RESPONSIBILITIES
· Direct line management and leadership of a team of Healthcare Operations Manager to ensure all staff are appropriately developed and managed in a timely way. Set clear standards, plans and targets for the Healthcare Operations Executive to monitor their performance through regular supervision and identifying training needs as appropriate.
· To ensure a professional, customer and client focused service is consistently delivered by the operations teams.
· Oversee the allocation and progression of work for the Healthcare Operations Executive. This involves ensuring that cases are allocated to persons of appropriate capability and are processed within timeframes as per by Global Corporate standards.
· Act as a point of technical expertise and provide guidance and advice to the teams as and when required.
· Communicate with other Global Healthcare leaders to ensure best practices are shared and adopted.
· Encourage positive and productive working relationships between the medical teams and partner teams (Operations, Quality, Training, Assistance) as well as with relevant partner teams outside of the AC.
· Participate in ad-hoc projects, taking the lead where appropriate.
OPERATIONS TEAMS
· To work with the Assistance Operations managers, Regional and Global Medical Directors and Director of Nursing to ensure a seamless service in aspects of both medical and operational excellence, promoting positive working relationships and communication between the operational and medical teams.
· Regular review (min 6 monthly) of each of the operations platforms staffing models to ensure they best strategically support caseload. Under the guidance of the MD's and RMD, adjust staffing models to support case and quality standards. These activities will be undertaken to ensure regular review of headcount against case activity, contractual needs, business growth and staff attrition.
· Working together with the respective General Managers and HR business partners ensure appropriate line management support is in place for annual leave, illness concerns, performance management and professional development as well as providing recommendations for headcount based on these parameters.
· Key decision maker for nursing recruitment initiatives to ensure the right staff are hired for the right roles. Able to support other areas of business as required.
STAFF SUPPORT AND DEVELOPMENT
· Key accountability for ensuring that respective teams are given sufficient support to enable them to actively focus on their personal and professional development. This will include regular motivational and developmental feedback with the provision of objectives to maximize staff performance
· Ensure that any incidences of staff under-performance are identified and acted upon expediently. This will include escalation to the MD and RMD, feedback to the staff member, implementation of performance improvement plan (PIP) if needed and appropriate training and support.
· Maintain appropriate documentation of any actions taken regarding specific individual performance and address any disciplinary or grievance matters in accordance with International SOS's policies and procedures.
· Ensuring staff attendance at medical team meetings and daily transmissions/handovers and to search for new ideas for training and staff motivation.
· Encourage staff participation in additional projects within the Assistance/Support Centres.
· Overall accountability for the Mentoring programme for new starters and the on boarding process for new team members.
· Ensure staff are familiar with all relevant International SOS policies and procedures and that policies and procedures are followed at all times.
CASE MANAGEMENT AND ESCALATION
· Work with the MD's and RMD to drive efficiency and the provision of professional, customer focussed medical assistance to beneficiaries as per contractual requirements.
· Ability to provide case direction, support and guidance across to the Healthcare Operations Executive.
· Ensure that case management escalation occurs as per International SOS protocols, and that their teams are delivering effective case management to members.
· Flexibility to provide case load support and expertise whilst managing own workload.
· Ensure that the MD's and RMD are fully updated on any important issues and potentially problematic situations, both related to case management and to staffing concerns.
QUALITY AND TRAINING
· Strategic direction and strong interface with LDQ to regularly review material and deliverables for the nursing teams. Identification of trends and analysis to determine required support.
· To use initiative to implement ways of improving quality and efficiency in a proactive way.
· Overall accountability for the training and induction of the operations team along with the MD's and RMD.
· Ownership and direction for all operations led projects across the Healthcare Operations platforms.
· Work with the MD's and RMD to oversee all quality initiatives, and to work together to ensure clinical governance is maintained.
· Participate in the service recovery process for those cases where Intl.SOS quality measures were not maintained or based on feedback from external sources.
· Oversee site survey assignments for the operations team.
MEDICAL TRANSPORTATION STANDARDS (MTS)
· Ownership for the Medical Transportation Standards in conjunction with the MD and RMD.
· Accountability for compliance against the annual MTS audit and any air ambulance accreditations required for air ambulance activities in conjunction with the MD and RMD.
· Accountability for a qualified and up to date medical escort team suitable for deployment.
CLIENT AND STAKEHOLDER INTERFACE
· Strong links with International SOS clients to foster positive working relationships and assist with service recovery as required.
PROFESSIONAL LINKS
· Professional lead for the nursing platform ensuring that all Healthcare Operations staff keep up to date with governance and regulation pertaining to professional registration.
