Program Manager

Job Title: Program Manager - Clinic Management

Location: Ortigas, Pasig

Work Set-up: Onsite

Purpose of the Job:

Provide operational, medical management, and coordination of support for International SOS medical services activities, consistent with contractual commitments. This will include managing the interface between Human Resources, Logistics, Supply Chain, Medical, Assistance Centre, and Sales & Marketing to support the delivery of site Medical Services.

Ensure the delivery of competent and professional operational support by developing a strong Medical Services Operations team.

Develop the company / Client relationships at Medical Services locations.

Work with the Client to ensure their needs and perceptions are clearly defined and that the company is delivering the expected and agreed level of service.

Ensure the Medical Service is a quality, cost-efficient, and profitable business unit.

Key Responsibilities:

Management & Administration:

• Manage sites according to Intl.SOS Standards for Medical Facilities.
• Define and streamline processes and systems for the delivery of services within the operations department to ensure professional and seamless service delivery of contracted services to clients.
• Develop, interpret and implement policies, including standards, procedures, and practices, position descriptions, performance appraisals, and quality assurance as appropriate.
• Work with clients to ensure their needs and expectations are clearly defined.
• Plan, organize and visit clinic facilities and remote sites according to the scope of responsibility. Support, supervise, advise, and provide leadership as appropriate.
• Report to relevant management/departments the progress, development, and issues with such visits. Follow up for sites with support, documentation, or assistance as deemed necessary.
• Ensure Medical Services facilities are maintained to an operational standard of professional excellence, including medical staffing, equipment, and patient services.
• Coordinate the roster and rotation Logistics of the Intl.SOS staff with the support of the Site Liaison Officers.
• Review and authorize the timesheet of each employee.
• Perform quarterly self-audits of the med sites regarding the Intl.SOS standards and develop rectification plans as required.

Service Quality:

• Assist in ensuring Medical Services activities are delivered to Intl.SOS standards and client requirements.
• Ensure that client service level agreements are in place and that actual performance against the agreed service levels is reported to the client quarterly.
• In liaison with the Quality Assurance and OHS Manager, ensure that all sites have a Continuous Quality Improvement (CQI) program.
• In liaison with the Quality Assurance and OHS Manager, oversee, direct, and monitor the CQI program by:

a. Establishing ongoing quality monitoring.

b. Ensuring that audits take place as planned.

c. Following all audits, a corrective plan of action is put in place and executed.

Human Resources:

• Conduct interviews and facilitate the selection process of medical professionals deployed to client locations.
• Work with MS Nurse Manager and MS Medical Director to ensure annual performance review for all Medical Services Site staff occurs as required.
• Create a work environment conducive to productive performance and job satisfaction.
• Act as a mentor to staff and always demonstrate professional behavior and respect.
• Ensure that all teams in Medical Services are trained and qualified to provide effective and professional support to clinic patients.
• Ensure that quality systems are in place for all staff to be trained and qualified to provide effective and professional support in all scopes of practice.
• Ensure that continuing medical education/in-service opportunities are made possible for all staff within budgetary constraints and that quality records demonstrate all staff attendances at training, education, and skills updates.

Supply Chain:

• Jointly with the Medical Director, maintain sound management of all drugs and disposables used on medical services sites through an inventory control system.
• In liaison with the Supply Chain Officer, ensure timely and cost-effective delivery of orders to clients.

Documentation / Communication:

• Attend, contribute to and report medical services activity at weekly and QBR meetings.
• Compile and deliver a monthly report to the Philippines Operations Manager and Head of Medical Services Operations and Response Center Philippines.
• Ensure that all other documentation to support activities is maintained as required by inventory, stock, accounting, or administration needs.
• Ensure that all procedures, policies, and company information are maintained to the latest date issued under the Continuous Quality Improvement policy.
• With the support of the Quality Assurance and OHS Manager, ensure efficient patient comments and complaints resolution procedure is in place.
• Under the leadership of the Head of the Medical Services and Response Center, actively participate and promote sharing of knowledge and good practices within all MS Operations in the Philippines
• Provide any other tasks or responsibilities that may, from time to time, be requested by the Head of the Medical Services Operations and Response Center, Philippines

Client Business Development:

• Demonstrate an understanding of the client's contractual agreements and work with the Sales and Marketing department to ensure that relationships with International SOS clients are always positive and consistent with contractual obligations
• Develop and maintain ongoing relationships with clients OSH/ESH department
• Actively participate in client presentations and account reviews.

Required Skills and Knowledge:

• A good administrator and logistician with a strong management sense and preferably with a professional experience in a medical environment
• Excellent organization skills
• Excellent data management skills
• Proficient in utilizing data management tools such as MS Office Applications
• Must possess refined communication and interpersonal skills
• Ability to work independently, pay careful attention to detail, and manage multiple tasks in a fast-paced environment
• Ability to analyze situations and take appropriate action consistent with company policies
• An understanding of stock control systems and logistics.
• Good communicator
• Must enjoy being a mentor
• Even tempered and patient
• Cultural sensitivity

Required Work Experience:

• A minimum of 2 years' experience in Program Management and/or Operations Management in a large medical facility or similar operations.
• Preferably additional experience working with large data sets and extensive reporting.

Required Qualifications:

• Postgraduate studies in Nursing or Allied Medical Course will be advantageous.
• Postgraduate studies in Business or Management Sciences will be advantageous.

Required Languages:

• Fluent in speaking Cebuano/Bisaya.
• English essential and other language skills will be advantageous.

Travel/Rotation Requirements:

• Regular travels locally to medical services sites.
• Short/medium-term stay on location of assignment may be required.

Job Type: Full-time

Work Location: In person