Leadership and Team Management
Directly manage and support all non-clinical staff, including site coordinators, Medical Secretaries, the Docman Lead, and administrative staff. Lead and develop site coordinators to adopt a Tower-wide approach, fostering collaboration and innovation. Build a cohesive, solution-oriented team environment aligned with Towers values and strategic objectives.
Operational Oversight
Oversee and optimise non-clinical functions, including inbound calls, document management, and other administrative processes.
Identify and resolve operational inefficiencies, particularly in non-clinical workflows, with a focus on enhancing patient service quality. Implement process mapping techniques to analyse and streamline workflows across all non-clinical teams.
Efficiency and Innovation
Develop and execute strategies to improve financial and time efficiency in non-clinical operations. Drive innovation by exploring technology solutions, automation, and process improvements to enhance service quality and reduce costs.
Collaboration and Communication
Act as the conduit between non-clinical teams and Senior Management, reporting updates, challenges, and successes. Collaborate with clinical services and other departments to align on operational goals and patient service standards.
Project Management
Lead projects to enhance non-clinical service delivery and operational effectiveness, tracking progress and reporting on outcomes.
Long-Term Aims and Prospects
As Tower Family Healthcare grows and its operational demands evolve, the Non-Clinical Services Manager will be expected to take on strategic responsibilities, advancing the non-clinical services to align with emerging health-tech solutions and best practices. This role offers significant potential for career growth, including the following long-term objectives:
1. Expansion to Strategic Leadership: Transition from operational management to a strategic role within Tower, influencing the organisations direction, especially in non-clinical and digital operations.
2. Centre for Process Improvement: Establish a continuous improvement hub within non-clinical services, implementing standardised workflows and a structured approach to address inefficiencies across branches.
3. Digital Transformation and Innovation Champion: Lead digital transformation efforts for non-clinical services, implementing patient navigation tools, digital communication systems, and automated workflows that enhance patient interaction and staff efficiency.
4. Mentorship and Team Development: Develop future leaders by fostering a mentorship culture, empowering site coordinators, and building a pipeline of talent aligned with Towers mission and values.
5. Data-Driven Decision-Making and Insights: Drive a data-centric approach in Tower Family Healthcare's operations, establishing metrics to evaluate service quality and operational efficiency, using insights to guide improvements and investments.
6. Process Improvement and Digital Integration: Lead efforts in digitising workflows and implementing automation and AI solutions within our services, ensuring Tower remains at the forefront of efficiency and service quality.
7. Emerging Technology Advocate and Designer: Advocate for and design emerging technology solutions to support and improve our services, ensuring Tower Family Healthcare leverages health-tech advancements to enhance patient experience and operational innovation.
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