Role & Responsibilities:

• Customer Service & Call Center Operations:
• Lead and manage the customer service department and call center operations to ensure timely and effective responses to patient inquiries.
• Oversee call center metrics, including response time, resolution time, and customer satisfaction.
• Develop and implement strategies to improve customer experience and service quality.
• Ensure the staff is well-trained, customer-centric, and consistently adheres to healthcare industry best practices and standards.
• Purchasing & Inventory Management:
• Oversee the purchasing function, ensuring that all necessary supplies, equipment, and medical items are procured on time and within budget.
• Develop and maintain efficient inventory control systems, ensuring adequate stock levels while minimizing wastage and overstock.
• Negotiate with vendors and suppliers to secure cost-effective contracts and manage supplier relationships.
• Monitor and track inventory turnover and conduct periodic audits to ensure accuracy and compliance with healthcare regulations.
• Medical Records Management:
• Ensure the effective management of patient medical records, both physical and electronic, in compliance with legal, regulatory, and privacy standards (HIPAA or relevant local laws).
• Oversee the records team to ensure that patient data is accurately recorded, stored, and easily accessible for healthcare providers when needed.
• Implement best practices for medical records management, including ensuring security, confidentiality, and retention policies.
• Ensure proper training and compliance with medical record documentation standards across the organization.
• Facility Management:
• Manage the day-to-day operations of the facility, ensuring it is clean, safe, and well-maintained.
• Oversee the maintenance of equipment and infrastructure, coordinating repairs, upgrades, and troubleshooting as necessary.
• Ensure that the facility complies with health and safety regulations, including those related to fire safety, emergency preparedness, and sanitation.
• Develop and manage facility-related budgets and ensure the cost-effectiveness of operations.
• Coordinate with external vendors and contractors for facility services such as cleaning, landscaping, and maintenance.
• Hospitality Management:
• Housekeeping, cleaning, security and catering services

Skills

Skills & Competencies:

• Strong leadership and team management skills with the ability to motivate. 
• Excellent communication in Arabic and English. 
• In-depth knowledge of healthcare systems, policies, and operations. 
• Experience in budget management and cost control. 
• Strong problem-solving and decision-making under pressure. 
• Familiar with healthcare software systems. 
• Adaptable with the ability to manage multiple priorities.

Education & Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, Healthcare Administration, or related field (Master’s preferred). 
• 10-12 years of healthcare operations management experience, including customer service, purchasing, medical records, and facility management; 3-4 years in a similar role. 
• Leadership experience in a multi-disciplinary healthcare setting. 
• Strong knowledge of healthcare regulations, especially in medical records and patient confidentiality.