Position: Team Leader: Care OperationsDepartment: Bonitas Hospital Management ServicesGrade: B3M2 PositionPurpose: To lead a team of professional staff to ensure the management of financial and clinical risks through the application of scheme rules and clinical policies and procedures.Experience: 5 years Managed Healthcare and 2 years case management experience 1 – 2 years supervisory experience and 2years ICU experience advantageousQualifications: Relevant Clinical Qualification, Registration with the relevant statutory bodies Professional MembershipGeneric Objectives Specific deliverables:People Leadership:-Lead and inspire your people and drive team collaboration.-Develop and support your people growth by focusing on their strengths and styles.-Coach and enable team to maximize their potential.-Empower your people with skills to improve confidence, knowledge and communication skills.-Amplify your people’s imagination and self -learning.-Create a safe and happy working environment that inspires all, adapting to needs of your people.-Manage, monitor leave and wellness of your people.-Recognize and appreciate excellence and team collaboration in real -time. Continuous improvement:-Identify areas of improvement and solving for sustainable solutions through root cause analysis, lean six sigma methodologies and feedback loops.-Assist with user acceptance testing and coach your teams through changes.-Demonstrate excellence in communication and daily performance management.Workforce Management:-Perform Resource planning, forecasting and management across all channels and touch points.-Manage and plan downtime when required.-Manage work volume and ensure service levels are met and improved. Business Continuity Management:-Understand how to manage business continuity and unplanned downtime.-Manage incidents and service level continuity. Manage and Maintain Operational Content:-Represent the business capability in the organization's governance model.-Collaborate with solution capabilities and product owners to ensure operational content enables the implementation of all business strategies.-Manage and maintain consistency of all Standard Operating Processes and Operational Resources by working collaboratively with capability owners and forums.-Attend and participate in all required forums in the governance model, supporting all roles in the business model. Manage Performance:-Motivate the team to achieve the organizational goals.-Manage timelines and priorities to ensure business goals are met.-Conduct performance reviews and align to frequent coaching.-Provide exceptional organization and focus for the team. Conduct performance management.Position Specific Outputs Work Scheduling-Resource planning and management-Queue management Training and coaching-Identify ongoing training and developmental gaps i.e. PDPs-Refer training needs (TNA) to HCBP / central training/QA/ISO to address-Reinforces on the job learning after central training has signed off. Does not provide basic training but does assist with up-skilling during probation period after HC Training BP has signed off-Provide on the job coaching to address specific performance gaps (KPIs-Performance improvement plans which will also include personal development plans (linked to Performance management) Administration and reporting -Ensure that SLAs are met-Complete and submit operational reports including monthly ISO compliance template reports-Do trend and root cause analysis and recommend improvements-Do VOEs and take corrective actions -Ensure that escalation management is done by Senior Agent(s). Address limited number of escalations. Process stale claims as per the Scheme Rules.-Implement Year end as per project plan -Facilitate originator, business or client focus group sessions on variety of topics i.e. problem-solving, communication, membership related issues Financial Management-Control leave liability -Monitor and reduce wastage, identify cost saving opportunities i.e. staff, stationery & printing, telephones, processes Leadership -Performance management i.e. ongoing evaluation via own voice samples and quality assessment, ratings
