Access Team Leader
Full time
at Manzil Health Care Services
in
UAE
Posted on March 9, 2024
Job details
Posted On 01/03/2024
Job Information
Work Experience 4-5 years Health Care City Dubai State/Province 337-1500Job Description
Job Summary: Responsible for coordinating the development and execution of Care Coach programs across the assigned regions. This is a cross -therapeutic role that will necessitate consultation and ongoing interaction with primarily Service Excellence and Patient Support Programs Manager in Manzil and Client. The leader will provide subject matter expertise and technical advice to Care Coaches. The lead applies advanced knowledge of the Care Coach’s role in interactions with the department and patients. This position is key to delivering an exceptional customer experience to patients and ensuring compliance of program. Key Role Accountabilities:- Ensure short- and long-term strategy, integration, and coordination of Care Coach programs.
- Design, implement, monitor, and manage Care Coach programs based upon diverse patients’ needs and coordination of it as part of the broader program.
- Suggest to Service Excellence and Patient Support Program Manager the optimization of Care Coach programs and insights for further solutions to be created to support patients while integrated to PSP.
- In collaboration with Line Manager:
- Act as a qualified resource for team members, answering questions and troubleshooting situations of various complexities regarding referral processing, financial assistance and handling of patient inquiries and other queries.
- Provide oversight and direction with regards to day-to-day operations, including monitoring call queue volume, home visits and workload to ensure objectives are achieved.
- Discuss with Line Manager if staffing adjustments are needed to maintain service level goals.
- Generate relevant reports on a regular basis as deemed necessary by the department.
- Secure back up support, as needed, for Care Coaches with inbound/outbound calls during peak volume periods in effort to reduce call overflow (If Applicable).
- Work cross-functionally to identify and share opportunities for process and productivity improvement and to troubleshoot and/or resolve situations, taking ownership as needed.
- Provide support to the team, as applicable, in quality monitoring and in identifying, reporting, and coaching quality issues.
- Ensure Care Coaches' full compliance with policies and procedures.
- Monitor AE reporting and communicate with PV ASR (Affiliate Safety Representative) to ensure that:
- Integrate aggregate data, on patients' adherence, to Line Manager on monthly basis or whenever needed.
- Ensure patients data privacy is 100% protected and confidential information is not disclosed in any circumstances.
- Ensure continuous patient education, motivation and support is provided.
- Responsible for obtaining required approvals from hospitals for the Care Coaches to perform responsibilities.
- This position will also act as a Patient Care Coach in certain assigned accounts for RSV, Duodopa and Oncology. To fulfil this role the responsibilities are mentioned below:
Requirements
Qualifications, Education, and Experience: Education:- Degree in Nursing or Allied Health Care professionals
- Previous experience in patient support / patient education / care coaching.
- Minimum 3 years of experience managing patient support programs.
- Proven leadership and coaching skills.
- Demonstrated ability to lead and participate within a team, manage multiple priorities, and meet associated timelines while maintaining accuracy.
- Must always maintain a positive service image even when dealing with challenging issues and unsatisfied customers.
- Proven organizational and problem-solving skills, elevating to management when appropriate.
- Understanding of patient experience in different therapeutic areas.
- Excellent communication and interpersonal skills, including situations of conflict resolution, problem solving and crisis management.
- Strong managerial/counselling skills.
- Exhibits high level of flexibility when facing changes in the work environment.
- Ability to prioritize and handle multiple tasks.
- Ability in working according to global standards.
- Ability to preserve confidentiality of patients' data.
- Good scientific reporting skills and documentation.
- Good Arabic and English languages spoken, written, and read.
- Computer skills: Microsoft office (excel, PowerPoint, excel).
- Arabic speaking is preferred.
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