Goal of function:

Preamble

The holder comprehends and builds this Care Delivery role on the following directions:

• Focus point for our efforts is the patient, ensured by the core working principles of high agility, quality and efficiency,
• Core objective is to take accountability for and drive the overall business success in our markets worldwide,
• Care Delivery results are built on our behaviour according to our values (Collaborative, Proactive, Reliable, Excellent).

In this context he/she is especially responsible for:

• Act as a leader to direct, administer and oversee the day-to-day operations and activities of dialysis facilities and programs within a specified and potentially changing geographic proximity within a country
• Contribute to the implementation of the international care delivery strategy by focusing on both high quality of service and cost effectiveness
• Demonstrate leading and guiding teams within the allocated geographical areas
• Play a key role in ensuring the delivery of high-quality patient care, maintaining regulatory compliance, driving operational excellence, and business growth across all clinics within the area

Tasks:

Management and representation

• Act as a liaison between clinics and CDI senior leadership team
• Foster positive relationships with healthcare professionals, patients, and other stakeholders
• Foster and maintain strong relationships with existing and potential customers, addressing their needs and ensuring exceptional service quality
• Maintain good relationship with external medical doctors and manage expectations and conflict

Functional Strategy Implementation

• Deliver elements of a strategic planning system with guidance from senior colleagues
• Implement improvement and operational excellence measures in close collaboration with Regional Head of Operations and other supporting functions
• Gather and analyze local business insights for strategic decision-making, with understanding the needs of local community, healthcare trends, and competitor activities

Budgeting

• Deliver a budget for an area of the organization, monitor financial performance of the clinics and implement cost-effective measures without compromising patient care standards
• Conduct complex analyses including analyses of financial reports and recommend strategies for revenue growth and cost reduction
• Responsible for workforce planning and work together with HR on manpower needs

Leadership and Direction

• Communicate the local action plan; explain how this relates to the function's strategy and action plan, and the broader organization's mission and vision
• Motivate people to achieve local business goals
• Foster a collaborative and performance-driven work culture within the area
• Lead, mentor, and empower clinic managers and staff members to achieve operational and growth targets

Performance Management

• Manage and report on the performance of a substantial, diverse team in the assigned area
• Set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these
• Take appropriate corrective action where necessary to ensure the achievement of team / personal objectives

Operations Management

• Oversee day-to-day operations of multiple dialysis clinics within the allocated geographical areas, develop and deliver operational measures to enhance efficiency
• Monitor clinic performance metrics and implement strategies for continuous improvement
• Work closely with other departments/teams/Renal Coordinators to capture new patients

Work Scheduling and Allocation

• Coordinate across multiple teams - develop medium- or long-term work schedules that enable the organization to achieve its business goals

Care Quality (Healthcare)

• Ensure clinics adhere to all regulatory standards, healthcare policies, and quality assurance guidelines
• Collaborate with Quality Management team to implement compliance measures and conduct regular audits to maintain high-quality patient care and safety
• Gather customer feedback and insights, using them to enhance patient experiences and service offerings

Organizational Capability Building

• Collaborate with the HR function in all people related matters, implement the organization's formal development frameworks in area of responsibility, actively work on succession planning, development of required capabilities of direct reports and teams and foster a culture of collaboration, diversity and opportunity
• Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfil personal potential

Improvement/Innovation/Change

• Identify shortcomings in existing business practices, suggest and implement improvements
• Develop, deliver, support or take part in projects or work streams within the organization's change management program

Knowledge Management

• Maintain current knowledge regarding industry, market, health care policies, government policies, etc.

Quality, Legal & Compliance

• Follow and comply with all relevant FME policies, guidelines, manuals and SOPs in the version as amended from time to time (“FME Policies”)
• Keep updated about the current version of the FME Policies as well as external healthcare regulations and new standards that are relevant for the role and integrate corporate values in daily business
• Ensure and monitor that policies and services of the function are compliant with Compliance Framework

Operational Compliance

• Identify, within the team, patterns of non-compliance with the organization's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate

Qualifications:

• Master /Bachelor Degree or Equivalent Level in General Management, Finance, Clinic Management or similar area
• At least 5 years’ experience that enables job holder to deal with the majority of situations and to advise others
• Up to 3 years of experience of supervising and directing people and other resources to achieve specific end results within limited timeframes
• Professional experience in the pharmaceutical industry and/or medical technology is a benefit
• Highly experienced in clinic operations management and work allocation systems
• Good planning and organization skills to meet goals
• Excellent communication and presentation skills
• Strong Project management skills for multiple unrelated projects
• Costing and budgeting skills
• English fluent as a must (speaking, writing, reading)
• Amenable for regular business travels in the respective geographical areas of supervision