Job :Patient Services Supervisor

Reports to:Business Development Manager

Position Overview:

• Patient Services Supervisor is responsible for the Patient Services team whom provide quality standard of patient care at MDC and makes sure that the patient care protocols are implemented properly by our staff on a daily basis. The main job of a Patient Services Supervisor is to ensure a continuous high-quality patient centered service is provided.

Responsibilities, Duties, and Accountabilities:

• Create and supervise daily tasks for all patient services staff which include:
• Welcoming and guiding patients
• Patient registration in HIMS
• Cashiering and invoicing
• Assisting Corporate Clients and insurance patients
• Implementing and managing new Hospital management system and centralized receptions concept
• Implement and improve current patient care standardization guidelines
• Creating work timetables and approving leave requests in a way that optimize patient care and efficiency
• Highlighttraining needs, and arrange periodic training programs for staff development
• Prepare & implement standard operating procedures (SOP's) for all receptions to include but not limited to:
• Informal dress code, handling of requests, patient communication manners and standards, ethics and confidentiality, handling upset patients, patient data entry, answering phone calls, training program for new staff, etc
• Standardize communication dialogue with patients including both face to face communications and telephone communications.
• Establish excellent communication system between different departments and shifts
• Assist in achieving coordination, consistency, and integration in the services of the center in conjunction with leadership, and assists with the development and implementation of required learnings, policies and procedures
• Implement interdepartmental staff rotation and interdepartmental staff training
• Hold periodical meetings with all departments and the respective of Department and submit minutes of meeting to management 
• Hold monthly meeting with all patient services employees to discuss scorecard results and patient surveys, cases of unsatisfied patients or any unusual cases as part of continuous development, setting monthly goals and making any available announcements and submit minutes of meeting to management
• Evaluate staff continuously by observing staff's daily performance, filling in a checklist according to provided trainings and providing regular appraisals for staff. Based on this recommend changes to work hours and/or staff
• Provide sales training to ensure staff know how and when to promote profiles and tests
• Observe staff weaknesses and, based on that propose new training programs
• Become a focal point for patients in case they have requests, complaints or suggestions
• Select a senior staff as an assistant in patient care quality management system. They will be tasked to act in absence of patient care quality supervisor and report back to him. They will also be tasked to create draft SOP's to assist in the implementation of these SOP's by all staff of their respected treatments.
• Supervise training of staff upon hire and ongoing development to ensure that employees are competent to perform the skills and tasks required for their position.
• Provide direction to staff in assisting with care of patients, especially in urgent and emergency situations
• Operating and managing according to CAP standards
• Interact with onsite doctors and internal departments to ensure smooth running of operations and cooperate in solving any issues arising
• Act as focal point for all customer complaints and work out and implement solutions accordingly
• Implement system to process all corporate & insurance clients
• Any other tasks requested by direct supervisor

Required Knowledge, Skills and Attributes:

• Education: BSc or Master's degree in a medical field of study
• Experience: Minimum 3 years employment in relevant fields
• Language: Fluency in written and oral Kurdish, Arabic and English
• Work Hours: 48 hours per week

Unique requirements of the job:

• Flexibility in working hours and able to work in both morning and evening shifts
• Self-motivated, pro-active in dealing with issues, logical thinker with eye for detail and willingness to learn
• Numerate and IT literate with excellent working knowledge of MS office tools
• Excellent drafting and reporting skills in English and Kurdish
• Highly organized and a strong planner
• Able to meet goals
• Excellent communication skills and emotional intelligence for a devoted and empathetic caring of patients
• Good presentation skills and the ability to train staff on a regular basis