Health Facility Operations or Practice Manager Job Description - Epione Health Villages - 07 August 2021.pdf - Jess Ch

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1. THE ROLE ON OFFER We are currently looking for a Practice Manager/ Facility Operations Manager to join our team. This role reports to the CEO and plays an essential role in helping us to digitise one of our Epione Health Villages based in Rosebank, Sandton. It is a contract tole for now for 12 months with the potential of converting into a full-time opportunity prior to the end of the contract. 2. A LITTLE ABOUT US 2.1 Company Overview Maiko Healthcare Group (“Maiko”) is a healthcare holding company established in 2017 to develop, invest in, own and operate healthcare services companies in partnership with clinicians to provide access to quality, affordable healthcare for all Africans. About Epione Health Villages (EHV) Epione Health Villages (EHV), is a partnership with clinicians to develop, invest in, own and operate healthcare facilities in Africa. The company name is inspired by Epione, the Greek Goddess of the soothing of pain, and that is exactly what we aim to do. Our vision is to be the largest owner and provider of healthcare services in Africa, with a mission to enable access to quality, affordable and sustainable healthcare services to all. About our healthtech company epione.net epione.net is our healthtech company that is using technology to solve what we believe is Africa's biggest healthcare challenge - a siloed approach to patient management and treatment. We believe healthcare is about fostering collaboration and increasing access to quality and affordable healthcare for all, using one true source of information. As such, epione.net is the only web and mobile-based platform in Africa that connects all healthcare stakeholders collaborating on a patient’s care – starting and ending with the patient themselves. Our web-based platform and patient APP connects patients, doctors, hospitals, pharmacies, diagnostics, medical aids and even government hospitals, across the healthcare continuum. Since the platform connects everyone involved in the end-to-end healthcare journey of a patient, we are also able to promote truly collaborative patient care. 1 2.2 Our Way of Work Epione Health Villages is a new healthcare model breaking ground in Africa – starting in South Africa – that focuses on end-to-end, patient-centric, tech-enabled provision of primary and surgical healthcare: ▪ It is a partnership between clinicians and operators to develop, own and operate healthcare facilities with a quadruple aim – inclusive/equitable access to quality, affordable and sustainable healthcare ▪ EHV is owned and operated by a combination of clinicians (both primary care and specialists/surgeons) and administrative/technical staff for an optimal service offering, enabled by technology through epione.net ▪ As part of our mission to ensure inclusive/equitable access to care our facilities will offer free/subsidised primary healthcare services to underserved communities and community members on weekends ▪ EHV will also focus – in collaboration with GP First - at training, furthering and promoting the practice of family medicine in South Africa through engaging young, up and coming, passionate and like-minded clinicians. It is important to contribute towards the strengthening of health systems by upskilling and retaining local doctors and talent ▪ The ‘feel’ of an EHV will be very different from a medical centre. It will be focused on creating a happy, calm, social space that embraces its natural surroundings ▪ The first EHV will become operational in Rosebank, Johannesburg, from September 2021. Our first facility in Rosebank is currently under construction with a go-live date for September 2021. It will start off with GPs, and then shortly after, dentists, optometrists and psychologists. In the first phase (Sept launch), we will offer the following services: ▪ GP consultations ▪ Minor procedures Our intention is to empower our doctors to partner with our patients to create better health outcomes by providing compassionate and appropriate care, in a timely manner. The environment is one that is collaborative and friendly. 2.3 This Role We are looking for a dynamic and self-driven Practice Manager/Facility Operations Manager to help us fulfil our vision of ensuring that Epione Health Village in Rosebank is a world-class centre of excellence. 2 3. CANDIDATE REQUIREMENTS 3.1 Key Responsibilities Key responsibilities you will be expected to perform include the following: Strategy Management and Planning: • Keep abreast of current affairs and identify potential threats and opportunities • Contribute to EHV’s strategy; formulate objectives and research and develop ideas for future EHV development • Monitor and evaluate performance of the EHV team against objectives; identify and manage change • Develop and maintain effective communication both within the EHV and with relevant outside agencies • Prepare and annually update the EHV development plan, and oversee the implementation of the aims and objectives • Assess and evaluate EHV site requirements and manage any future development and expansion plans. Financial Management: • Manage EHV budgets and seek to maximise income • Ensure the EHV receives an appropriate and equitable allocation of resources • Understand and report on the financial implications of contract and legislation changes • Manage EHV accounts; submit year-end figures promptly and liaise with the EHV accountant • Monitor cash-flow, prepare regular forecasts and reports to the partners • Manage and reconcile bank accounts; negotiate/liaise with EHV’s bank of choice • Monitor and reconcile income and expenditure statements and purchase/sales ledger transactions • Manage and monitor PAYE for EHV staff and maintain appropriate records • Manage appropriate systems for handling and recording of cash and cheques and petty cash. Human resources: • Oversee the recruitment and retention of staff and provide a general personnel management service • Ensure that all members of staff are legally and gainfully employed. Monitor the skill-mix and deployment of staff • Manage staffing levels within target budgets • Evaluate, organise and oversee staff induction and training, and ensure that all staff are adequately trained to fulfil their role • Develop and implement effective staff appraisal and monitoring systems • Support and mentor staff, both as individuals and as team members • Implement effective systems for the resolution of disputes and grievances • Keep abreast of changes in employment legislation • Maintain up-to-date HR documentation (including but not limited to job descriptions, employment contracts and employment policies). 3 Organisational: • Convene meetings, prepare agendas and ensure distribution of minutes as necessary • Develop EHV protocols and procedures, review and update as required • Ensure that EHV premises are properly maintained and cleaned, and that adequate fire prevention and security systems are in place • Manage the procurement of EHV equipment, supplies and services within target budgets • Develop and review Health & Safety policies and procedures and keep abreast of current legislation • Arrange appropriate insurance cover • Ensure that the EHV has adequate disaster recovery procedures in place • Arrange appropriate maintenance for EHV equipment • Oversee COVID and POPI compliance procedures are adhered to at all times. Patient services: • Adopt a strategic approach to the development and management of patient services • Efficient and swift handling of customer/ client complaints. • Ensure service development and delivery is in accordance with local and national guidelines, as well EHVs own customer experience guidelines • Ensure that the EHV complies with all contractual obligations in relation to patient care • Maintain registration policies and monitor patient turnover and capitation • Oversee and/or develop and manage an effective appointments system (via epione.net platform) • Oversee and/or organise surgery timetables, duty rotas and holiday cover • Routinely monitor and assess EHV performance against patient access and demand management targets • Develop and implement an effective complaints management system • Pro-actively liaise with patient groups. Information management and technology: • Evaluate and plan EHV IT implementation and modernisation through technology • Keep abreast of the latest development in primary care IT and regularly update the EHV management team • Motivate, support and monitor staff in the use of IT; organise, oversee and evaluate IT training. This may include epione.net and other platforms • Set targets and monitoring standards for data entry and data collection • Ensure that the EHV has effective IT data security, back-up, maintenance and disaster recovery plans in place • Make suggestions to help maintain EHV’s website. Health & Safety: The post-holder will implement and lead on the full range of promotion and management of their own and others’ health, safety and security as defined in the EHV Health & Safety policy, the EHV Health & Safety manual, and the EHV Infection Control policy and published procedures. This will include (but will not be limited to): • Ensuring job holders across the EHV adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management. • Maintaining an up-to-date knowledge of health and safety and infection control statutory and best practice guidelines and ensuring implementation across the business • Using personal security systems within the workplace according to EHV guidelines 4 • Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business • Making effective use of training to update knowledge and skills, and initiate and manage the training of others • Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed • Actively identifying, reporting, and correcting health and safety hazards and infection hazards immediately when recognised • Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers • Undertaking periodic infection control training (minimum annually) • Routine management of own team / team areas, and maintenance of workspace standards • Demonstrate due regard for safeguarding and promoting the welfare of children. Equality and diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: • Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with EHV procedures and policies, and current legislation • Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues • Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal/Professional development: The post-holder will participate in any training programme implemented by the EHV as part of this employment, with such training to include: • Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Quality: The post-holder will strive to maintain quality within the EHV, and will: • Alert other team members to issues of quality and risk • Assess own performance and take accountability for own actions, either directly or under supervision • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance • Work effectively with individuals in other agencies to meet patients’ needs • Effectively manage own time, workload and resources. Communication: The post-holder should recognise the importance of effective communication within the team and will strive to: • Communicate effectively with other team members • Communicate effectively with patients and carers • Recognize people’s needs for alternative methods of communication and respond accordingly. 5 Contribution to the implementation of services: The post-holder will: • Apply EHV policies, standards and guidance • Discuss with other members of the team how the policies, standards and guidelines will affect own work • Participate in audit where appropriate. 3.2 Qualifications and Experience Ideally, candidates should have the following qualifications: • A relevant qualification in general Commerce, Business Management, Operations, or equivalent. Qualifications in healthcare/ medical are an advantage • 3-7 years’ experience or more. Advantageous if this is in either the medical field or medical practice environment • Detailed and up to date knowledge of employment legislation as well as experience in managing a diverse workforce • Prior experience of leadership and personnel management, ideally within a healthcare setting - experience in managing a team of clinicians is important • Experience in financial management • Ability to deliver a vision and a willingness and drive to adapt to EHV targets and business planning, whilst keeping abreast of broader legislative and contractual changes • Self-motivated and forward-thinking approach • Excellent organisational, management and planning skills, IT skills and communication skills • Digitally curious with an ability to quickly learn new technology in the form of apps and desktop-based software, in addition to proficient use of MS Office suite • Ability to implement and manage change effectively • Ability to identify training and development needs in self and others, as well as experience of appraising staff. Does this sound like you? • Flexible and adaptable personality, able to navigate a broad range of experiences and challenges • Creative problem solver • Resourceful • Able to work well independently and in a team • Solid interpersonal skills and an ability to work with a broad range of personalities and people from all walks of life • A self-starter who is ready to take the initiative, with an entrepreneurial mindset and a positive attitude. Deadline: We are keen to get someone as soon as possible so the deadline is 07 Aug 2021 for now. Interested parties are encouraged to contact us on: [email protected] We can’t wait to hear from you! 6