Position: Team Leader: Care Operations
Department: Bonitas Hospital Management Services
Grade: B3M2 Position
Purpose: To lead a team of professional staff to ensure the management of financial and clinical risks through the application of scheme rules and clinical policies and procedures.
Experience: 5 years Managed Healthcare and 2 years case management experience, 1 – 2 years supervisory experience, and 2 years ICU experience advantageous.
Qualifications: Relevant Clinical Qualification, Registration with the relevant statutory bodies, Professional Membership.
Generic Objectives Specific Deliverables:
People Leadership:
- Lead and inspire your people and drive team collaboration.
- Develop and support your people growth by focusing on their strengths and styles.
- Coach and enable team to maximize their potential.
- Empower your people with skills to improve confidence, knowledge, and communication skills.
- Create a safe and happy working environment that inspires all, adapting to needs of your people.
- Manage, monitor leave and wellness of your people.
- Recognize and appreciate excellence and team collaboration in real-time.
Continuous Improvement:
- Identify areas of improvement and solve for sustainable solutions through root cause analysis, lean six sigma methodologies, and feedback loops.
- Assist with user acceptance testing and coach your teams through changes.
- Demonstrate excellence in communication and daily performance management.
Workforce Management:
- Perform resource planning, forecasting, and management across all channels and touch points.
- Manage and plan downtime when required.
- Manage work volume and ensure service levels are met and improved.
Business Continuity Management:
- Understand how to manage business continuity and unplanned downtime.
- Manage incidents and service level continuity.
Manage and Maintain Operational Content:
- Represent the business capability in the organization's governance model.
- Collaborate with solution capabilities and product owners to ensure operational content enables the implementation of all business strategies.
- Manage and maintain consistency of all Standard Operating Processes and Operational Resources by working collaboratively with capability owners and forums.
- Attend and participate in all required forums in the governance model, supporting all roles in the business model.
Manage Performance:
- Motivate the team to achieve the organizational goals.
- Manage timelines and priorities to ensure business goals are met.
- Conduct performance reviews and align to frequent coaching.
- Provide exceptional organization and focus for the team.
Position Specific Outputs:
- Resource planning and management.
- Queue management training and coaching.
- Identify ongoing training and developmental gaps i.e. PDPs.
- Refer training needs (TNA) to HCBP / central training/QA/ISO to address.
- Reinforce on-the-job learning after central training has signed off.
- Provide on-the-job coaching to address specific performance gaps (KPIs).
- Performance improvement plans which will also include personal development plans (linked to Performance management).
- Ensure that SLAs are met.
- Complete and submit operational reports including monthly ISO compliance template reports.
- Do trend and root cause analysis and recommend improvements.
- Do VOEs and take corrective actions.
- Ensure that escalation management is done by Senior Agent(s) and address limited number of escalations.
- Process stale claims as per the Scheme Rules.
- Implement Year end as per project plan.
- Facilitate originator, business or client focus group sessions on a variety of topics i.e. problem-solving, communication, membership-related issues.
- Control leave liability.
- Monitor and reduce wastage, identify cost-saving opportunities i.e. staff, stationery & printing, telephones, processes.
- Performance management i.e. ongoing evaluation via own voice samples and quality assessment, ratings.
#J-18808-Ljbffr