Duty Manager

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Manages after hour hospital operations, including coordination of patient care, supervision of a professional team which includes multiple nursing staff and other staff as appropriate, administrative and troubleshooting of problem areas.

Ensures all hospital activities are running smoothly and both patients and doctors receive the proper support and coordination.

This position reports directly to the Operation Manager.

**DUTIES & RESPONSIBILITIES**

**MANAGERIAL**

1. Leads in the patients’ care management of the ward including the assessment, planning, implementation and evaluation of patients’ care without direct supervision from Head during her call duty.

2. Collaborates with inter-professional teams to implement recommended quality improvement plans and interventions when necessary.

3. Monitors near-misses and incidences if any during the absence of HOD

4. Provides direction, organization, and supervision to all nursing staff in his/her department to assure high quality of patient care.

**OPERATIONS**

1. Addressing all major hand-over issues received from the day time heads which may need to be resolved after hours

2. Performing regular hospital round and spot-check of all service care units to ensure high service standards given to customers

3. Dealing with urgent calls and situations from the emergency department, Intensive Care Unit, wards and ancillary departments by providing necessary support for both the internal and external customers.

4. Develops or assists with the development and implementation of policies and procedures consistent with those of the organization to ensure efficient and safe operation of the unit.

5. Ensure standard of practice and care comply with regulatory and accrediting agency specifications to meet federal, state and local standards

6. Work as a member of a staff team, assisting other team members in the planning, implementation and evaluation of all clients on the ward.

7. Maintenance and cleaning of facilities should be inspected on a regular basis. Defects in hospital assets and facility to be reported to the Facility Manager. During hospital rounds to check on quality of the cleaning activities and report to housekeeping Head if if the quality is unsatisfactory.

8. To stay informed on company concerns, meet with upper management on a regular basis. Understand the importance of quality in relation to every day work and participate in quality system measures to ensure that services are provided at an agreed quality standard.

**STAFFING**

1. Coordinates the unscheduled absence of staff to ensure adequate coverage and provides maximum utilization of manpower based on patient acuity and staffing guidelines while in the absence of head.

2. Making sure that the staff support facilities are available in good order to use.

3. Provide guidance and resolve any staff conflicts or issues.

4. Escalate to heads on taking disciplinary action against employees who engage in inappropriate behaviour.

5. Conduct routine and regular rounds to inspect on the quality of services rendered from different facilities and make sure compliance to hospital dress code, manners of all staff.

**ADMISSION & DISCHARGE**

1. To coordinate the movement of patients through the in-patient system to allow for adequate capacity and safe placement of emergency and elective admission across the working site with the maximum utilization of beds.

2. Ensure timely admission and discharges across all areas to promote delivery of high-quality resource to all patients.

**CUSTOMER**

1. Enquiring about the need of any patient and trying to solve them proactively including providing fast service recovery to satisfy the customers.

2. To liaise with relevant PIC before making any decision on compensation or service recovery to customer.

3. Coordinate with medical and nursing staff to manage patient admissions, transfers, and discharges

**EMERGENCY RESPONSE**

1. Act as the incident commander in emergency situations, coordinating the response efforts according to the policy and flow.

2. Ensure that emergency protocols are followed and that appropriate resources are allocated

**INCIDENTS**

1. Keeping good communication with all doctors and specialists about any incidents or issues and seeking their advice and support with any uncertainties regarding a decision or course of action.

2. Recording and reporting all the incidences or any breaches that require attention of the management and subsequent support

**ADMINISTRATIVE DUTIES**

1. Prepare shift reports detailing operational issues, staff performance, and incidents.

2. Ensure that all administrative tasks are completed accurately and on time.

3. Manage the handover process to the next Duty Manager, ensuring continuity of care and operations.

**INFECTION AND ISOLATION**

1. Responsible for own self's health and comply with health status SOP as stated by Safety Health Environment Department.

2. Demonstrate clinical assessment and