Medical Operation Manager

2 weeks ago

Petaling Jaya, Malaysia Recruit Express Full time

Specific Responsibilities:
1. Provide leadership, expertise and direction in medical, assistance and concierge case management to the operations team. You are required to be one call as second respondent in the event the leaders are not reachable with the exception of when you are on medical or annual leave.
2. Maintain and continually improving the quality of assistance provided to clients.
3. Ensure the planning & implementation of new client, program and resources are adequate and timelines on the implementation are met.
4. Coordinate with team leader and ensure quarterly refresher training for the staff on products and services are carrier out with results on improvement in technical skills handling.
5. Help in managing the operations staff in the handling of their day-to-day case activity to ensure that they deliver an excellent level of service.
6. Lead the transmission process to be aware of on-going cases and provide case direction.
7. Review /approve monthly roaster to ensure operation staff are adequately staffed on daily basis.
8. Guide the team in maximizing the conversion of inquiries into private case for medical transportation.
9. Review of Operational process flow with efficiency which includes system enhancement and improved
documentations ie templates.
10. Coordinate quarterly Operation meeting and review client’s monthly report to ensure SLAs are met.
11. Review and updating training materials and staff coaching methodology and staffs KPI on quarterly basis.
12. Helps in ensuring that all cases and calls are dealt with effectively and are handled with an appropriate level of sensitivity.
13. Support the Medical Department in ensuring that the logistics of medical transportations are handled
effectively.
14. Escalate cases requiring managerial intervention to the Manager
15. Address complaints raised by clients with the Manager, Medical Director and Sales and Marketing and then, if necessary, escalate to Head of Assistance or General Manager.
16. Participate in the Quality Circle with the Head of Assistance and Team Leaders to identify and resolve
issues.
17. Assist in working with the Medical Director and/or coordinating between the operations and team.
18. Assist in working with the Medical Director and/or Medical Advisor to address operational issues.
19.Assist in utilizing experience of operations specialists (e.g. networking) to achieve assistance
Objectives.
20. Act in an “on call” capacity after hours as required.
21. Liaise with Sales and Marketing to ensure that client’s complaints are dealt with effectively.
22. Assist Manager in the preparation of standard operation procedure of client and signing off on all
operations procedure.

**Job Type**: Permanent

**Salary**: RM4,000.00 - RM5,000.00 per month

Schedule:

- Day shift

Ability to commute/relocate:

- Petaling Jaya: Reliably commute or planning to relocate before starting work (required)

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