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RBMS Quality Manager - (Patient Coordinator)

Job Description

Position Summary:
The quality manager of the RBMS (Referral Booking Management Services) primary function is to plan, organize, coordinate, integrate and monitor the people, processes, and technologies supporting the RBMS. The manager’s goal is to operationalize an effective, proactive, accessible, and highly visible patient contact centre for staff, patients and families and the public. The ideal candidate is someone who has strong verbal, interpersonal, customer service, and organizational skills. Additionally, the candidate must be an experienced team builder and motivator for staff directly interacting with the patients on the telephone and must be able to lead a large multi-disciplinary team within a call center environment. Position also involves monitoring of call quality and providing feedback to contact centre agents regarding adherence to call scripts.

Main Duties & Responsibilities:

1.Extracting the pending RBMS weekly through request list queue for all the facilities to keep track of and close undated referral backlog.
2. Sending the report separately to all respective facility focal points and the RBMS team leads.
3. Handling Generic Hospital emails that includes following requests on daily basis.
4. Appointment requests for VIP Patients Official Complaints from Customer Service Team Paper Referrals redirected Referrals from Private hospital to Government facilities.
5. Need More Information Cases that need to be sent to referring doctors for Hospital and RMO group for Health centre.
6. Missing Patents contact Details.
7. Redirected Referrals to Hospital facilities managed by RBMS.
8. Requests received from Internal & External sources to process paper referrals for Hospital facilities managed by RBMS.
9. Requests received from Health Centres to process cases under Hospital Facilities managed by RBMS.
10. Requests received from Private Hospitals to process paper referrals for Hospital facilities managed by RBMS.
11. Requests received from WWRC (Women’s Wellness and Research Center) to book patients in the WWRC Midwifery Clinic on the requested dates and a list of urgent confirmed appointments for 1 week triaged Qatari cases is sent for informing.

12. Participate in the monthly meetings with all focal points and RBMS team leads to discuss the workflow updates, team challenges, strategies & undated backlog etc.
13. Participate in streamlining the process to improve the efficiency and quality of the referral management workflow.
14.  Participate in updating the Service Level Agreement (SLA) to govern the relationship between the Corporate RBMS Office and hospital.
15. Participating in OPD Workshops to discuss the gaps in the booking system with all clinical and non-clinical teams.
16. Participate in training & facilitation in problem resolution and process improvement.
17. Participating in developing new quality methods and techniques to improve existing processes.
18. Analysing data monthly to identify potential quality problems with services and recommending solutions.
19. Coordinate with OPD management and RBMS Team leads for the staff time sheet in the beginning of every month.
20. Tracker updates monthly with all the updates on process maps and strategic plans.
21. Handling RL6's hotline and communicating with OPD to close and complete all tickets.
22. Any other responsibilities as assigned.

Qualification

a) Minimum Education and Experience: “bachelor’s degree in hospitality / business management / Customer Service /healthcare or related discipline with plus 3 years of related professional experience”
                                                                           OR
b) Higher Secondary with Minimum Experience of 10 years working in the appointment booking call centre fora large, decentralized healthcare organization.

Experience: 
Minimum: 3 years of administrative experience managing a team of over 25 people. RBMS or Call Centre experience is a distinct advantage.
Preferred: 3 years of healthcare or related experience at similar level
Language Skills: English is essential, and Arabic is preferred.
Computer Skills: Familiar with MS Office products and Intranet.
Customer service: Manages difficult or emotional customer situations responds promptly to customer needs. Solicits patient feedback to improve service responds to requests for service and assistance. 
Oral communication: Speaks clearly and persuasively in positive or negative situations; listens and gets 
clarification.

Teamwork: contributes towards building a positive team spirit. Managing people-includes staff in planning, decision-making, facilitating and process improvement takes responsibility or subordinates activities makes self-available to staff provides regular performance feedback and coaching develops subordinate’s skills and encourages growth solicits customer (internal and external) feedback fosters quality focus in others improves.

Processes: Continually works to improve supervisory skills, Attendance/punctuality-is consistently at work and on time; ensures work responsibilities are covered when absent.

Performance Management: Reviews the performance of staff, identifies training needs, and plans training sessions. 
Operational management: Records statistics, user rates, and the performance levels of the centre; prepares reports. Analyses performance statistics and makes decisions on the basis of these statistics.
Staff management: Develops, implements, and reviews core responsibility tasks.

Key Competencies:
· Problem Solving / Decision Making:
• Identifies and resolves problems in a timely manner. Gathers and analyses information skilfully.
• Develops alternative solutions.
• Works well in group problem solving situations.
• Uses reason even when dealing with emotional topics.

Core Behavioural
• Patient and Customer Focus
• Interpreting Hospital Agenda
• Providing Excellent Service
• Developing Partnerships
• Delivering Results
• Teamwork
• Effective Communication
• Harnessing Technology

Key Relationship
• Patients and their families.
• Hospital Management.
• Department staff and other departments.
• Public

Offer

ECCO Gulf Majorel Qatar offers a competitive package and a dynamic work environment. As part of our team, you will enjoy:

  • Permanent full-time employment with a reputable company.
  • Opportunities for professional growth and development.
  • Comprehensive health and wellness benefits.
  • Supportive and collaborative work culture.
  • Access to ongoing training and development programs.
  • Competitive salary and performance-based incentives.
  • Work-life balance with a focus on employee well-being.
Apply now

A big team is looking forward to you. Apply here!

ECCO Gulf Majorel Qatar | Human Resources | Hassan Rashid


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