To create and continuously maintain an enabling environment where people can develop and grow.
To ensure that performance management contracts are in place for the team.
Conduct and document bi-annual performance conversations .
Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources.
Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.
Monitor the quality of onboarding for new employees; new employees are orientated and probation periods are signed off .
Maintain professional conduct and discipline within the team.
Work closely with the recruitment team to recruit and select competent employees .
Monitor employee scheduling of the department to ensure sufficient operational coverage.
Ensure accurate updates on uploaded Physician schedules.
Monitor scheduling to ensure best, effective use of Physician time.
Ensure follow up appointments are booked and patients informed accordingly.
Ensure optimal scheduling of appointments.
Monitor patient feedback (Press Ganey) reports for trends in Front Office service delivery.
Implement and support measures to increase participation rates of patients in Press Ganey surveys.
Ensure the overall appearance of the Front Office area is in line with NMC quality and safety standards.
Efficient accompaniment of patients to units in the absence of supporting employees.
Outstanding and revenue reports are prepared and analysed.
The system is updated accurately with payments received.
Age analysis report is generated and daily follow up on outstanding amounts completed.
Coordinate the requests and approval of payment arrangements and document accordingly.
Ensure that challenging clients are dealt with in a professional and respectful manner.
Effective implementation of policies and procedures.
Monitor and manage accuracy of patient admission date.
Clearly communicate expectations and ensure that roles and responsibilities are clear.
Provides direction to direct reports by ensuring that everyone understands the strategy of the company and the supporting operational and clinical goals that needs to be met.
Drives the motivation and engagement of people through creating a trusting environment where people are provided with the opportunities to try out new initiatives without feeling fearful.
Treating people fairly consistently.
Instils and drives desired NMC culture by living the values and the associated behaviours organisational values – setting the appropriate standards for behaviour.
Consistently recognises the contribution and achievement of the team – being an advocate for the team
Embraces diversity, listening without judgement to diverse and opposing points of view .
Provide staff with the opportunities to grow and develop by encouraging self-learning, initiating training and development initiatives, coaching and on-the-job training.
Adapt leadership style according to the specific situation.
Produces a number of workable solutions that are effective when judged over time; considers the practical issues relating to implementing the preferred solution.
Demonstrates an understanding of the interactions, interrelatedness and interdependence of information, patterns and events within the function/business unit and how it plays a part in the bigger system.
Sets and continuously revises quality standards within and across departments/business unit in line with quality management principles.
Monitors and maintains quality of functional/business unit systems, processes, resources, and outputs according to set internal and external quality standards and processes.
Creates processes to ensure work is completed in a systematic and methodical way; proactively identifies and removes obstacles.
Maintains consistent high levels of productivity within functional/business unit by ensuring appropriate resources, systems and processes are in place.
Proactively drives results within own function/business unit.
Displays high levels of self-discipline and reliability to achieve work outcomes.
Remains aware of own behaviour and how it effects job performance and working relationships with others.
Demonstrates an accurate awareness of own strengths and weaknesses and proactively works on self development.
Displays high levels of self-discipline and reliability to achieve work outcomes.
Demonstrates an ability to share and understand the feelings, needs, concerns, and/or emotional state of others (professional empathy).
Establishes, builds, and sustain effective and trusting work relationships.
Maintains appropriate levels of focus, professionalism, performance, and objectivity under considerable pressure or demanding situations.
Demonstrates emotional stability and mature behaviour appropriate to the workplace even in circumstances of discord or duress
Effectively manages current and potential conflicts between personal life and work demands.
Remains positive in the face of adversity and assists others to recognise the positive aspects of difficult situations/obstacles, pressures and setbacks.
Models a willingness to accept constructive feedback and makes changes where appropriate.
Ensures that relevant resources and support systems to manage stress and setbacks are available and utilised.
Sets clear, measurable objectives and action plans for function/business unit, in line with operational/organisational goals
Develop and prioritises medium to long term plans for functional area / business units and anticipates potential difficulties
Coordinates timelines and priorities within function / business unit to ensure that deadlines are met
Identifies, assigns and manages resources to achieve functional / business unit objectives
Uses existing timelines to monitor own and others’ progress against deadlines; maintaining an on-going awareness of obstacles that may hinder progress.
Follows the duty schedule as assigned by the supervisor which includes different shift timings as per the need of the department
Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.
Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
Maintains patient & staff confidentiality.
To drive patient experience initiatives, monitoring patient feedback, addressing concerns promptly, and ensuring continuous improvement in service quality.