Program Manager

General Description:
The Program Manager - Patient Services is responsible for overseeing the Operation Smile Philippines Cebu Center of Excellence (COE) patient strategy and experience, including recruitment, partnerships, services, day-to-day facilitation, and overall logistical experience in receiving care. This includes extensive collaboration with stakeholders and building efficient methods of patient recruitment and experience monitoring and evaluation. The Patient Services Manager works regularly and directly with the Cebu COE Director, Operation Smile Philippines (OSP) Executive Director and Operation Smile International (OSI) Director of Global Project Development and Regional Director to drive the strategic, patient reach, and programmatic growth of the Cebu COE. Further, the Patient Services Manager works closely with OSP staff, Center medical leadership, partners, medical advisory committee, and other OSI support teams to ensure high quality care throughout the patient journey. The Patient Services Manager reports directly to the Cebu COE Director and interim to the OSI Director of Global Project Development.

Essential Functions:

Patient Management, Implementation, and Recruitment
* Managing a group of related projects and activities to achieve outcomes and strategic objectives.

• Assume direct responsibility for patient mapping, recruitment, and complete services for the Cebu COE.
• Serve as the main point of contact with all community leaders and partners for identifying patients in the community, including with partner organizations, NGOs, local government units to maintain a patient registry and the comprehensive patient journey.
• Manage daily patient recruitment activities to ensure adequate patient flow to match scheduled activity. This includes day-to-day facilitation between stakeholders, project implementation, advancement of workstream deadlines, operational growth, and all related activities, to include planning, oversight of implementation, budget management, identifying risks, stakeholder communication, and reporting.
• Serve as a key leader at the Cebu COE, to ensure all patient programmatic activities and projects are planned, executed, and reported on in an excellent, coordinated fashion.
• Actively identify and rectify gaps in programmatic implementation and operations that may impact the success of the overall Center. Exercise good judgement in escalating issues.
• Work with Operation Smile HQ, primarily the Director of Global Project Development and Regional Director, to coordinate support needs for patient services, to include resource creation and management, staff support, patient education, and community engagement.
  
  • Access community health care worker groups, set up trainings on cleft recognition for health care workers and arrange to implement cleft awareness programs in the community
  
  • Consult with and inform OSP Executive Director, OSI Regional Director, and key leadership on an ongoing basis.

Strategic Planning & Program Development
*Act as key player and contributor to the strategic planning process and program development.

• Lead the patient management and experience strategy and activities to match the Center growth each year, including expanding offerings to improve the patient journey.
• Alongside the Executive Director and Regional Director, work with global, regional and program country representatives to create and/or update strategic work plans on an annual and multi-year basis for patient recruitment and experience, leading ongoing evaluation.
• Provide periodic updates to identify, understand, and address opportunities and challenges in program design and execution. Regularly offer strategies and solutions.

Business Operations
* Administration of business practices to create the highest level of efficiency possible within an organization.

• Assist in leveraging functional and technical expertise from Operation Smile HQ and elsewhere to strengthen patient services within the Cebu COE.
• Support the adoption of global operating standards for the patient experience at the COE.
• Assist, and at times, lead, the hiring, onboarding and training new Center staff in relation to patient services and experience.
• Manage patient services activity budgets with support of OSP Foundation and Cebu staff.
• Support the implementation of various in-country, regional and organization-wide systems.
• Support, and at times lead, crisis management and communication efforts.

Leadership
* Ability of an individual or organization to "lead" or guide other individuals, teams, or entire organizations.

• Provide leadership with a focus on program management and implementation.
• Serve as a leader through exemplary display and propagation of the organization's values.
• Work in concert with the Center Director and Managers in providing guidance, mentorship, motivation and oversight where necessary, with a special focus on patient management.
• Resolve issues or concerns as necessary and in a timely and professional manner.
• Actively engage in team goal setting, weekly meetings, and professional growth alongside the OS Philippines team and Cebu COE.

Stakeholder Engagement
* Process used to engage relevant stakeholders for a purpose, to ultimately achieve desired outcomes.

• Liaise with and cultivate a positive, ongoing relationship with LGU partners, Community Health Center officials, government bodies, NGOs, vendors, media, and other key partners.
• Serve as a global ambassador and representative of the organization for local, regional and international stakeholders.
• Build and maintain relationships with OSP staff, OSI leadership, and community groups.
• Establish a cadence of communication with the Center Director, Director of Global Project Development, Executive Director, and Regional Director to optimize effectiveness.
• Attend and actively engage in various regional and international meetings as required.

Experience Required (education/work):

• University (BA/BS) in social services, community health, business, management, communication, non-profit studies, or related field.
• 7+ years of professional experience.
• 5+ years of community program and/or project management experience.
• 3+ years of experience working with LGUs, on community level initiatives, as Licensed Social Worker, Community Health Worker, or similar capacity
• Data documentation and management experience is required.
• Professional experience working with high level stakeholders and partners is desirable.
• Work experience in an international NGO context is desirable.

Knowledge, Skills and Ability for Success:

• Project Management skills and self-driven with the capability to lead, problem solve, and execute tasks independent of supervision.
• High capability of building interpersonal relationships and communication.
• Highly capable verbal and written communicator in business and multi-cultural context.
• Travel in Cebu province and Visayan region to rural areas expected 40%+ of the time.
• English and Visayan / Cebuano language proficiency is mandatory.
• Local residency in Cebu required.
  

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