Ops Manager

We provide meaningful careers that connect people with purpose.

We are united by a common purpose of providing the best and safest care; and by our shared values of Care, Truth, Participation, Compassion and Dignity.

Netcare invites you to be part of our journey.

ROLE SUMMARY

To offer extended commitment ensuring operational standards and efficiencies are met and maintained and playing an active role in developing strategies consistent with the company’s focus to attract and maintain clients, increase market share and build long term relationships within the industry.

KEY WORK OUTPUT AND ACCOUNTABILITIES OPERATIONAL EXCELLENCE Finances • Financial management of the Operations division in conjunction with the Finance division • Preparation of annual budgets and forecast for the division • Measure actual cost against budget requirement in terms of operational expenditure, salary cost, leave provision, Charisma overtime, shift allowance and training Project Management • Identify project resources and availability • Attend internal progress meetings • Assist with the development of a communications plan • Assist in developing an escalation procedure • Identify risks • Manage issues and escalate when required • Review risks regularly • Provide management with updates and feedback as and when required • Development and implementation of the business model Operational Management • Planning, coordinating and controlling of operational process to ensure effective interface with other business divisions e.g. Call centre and special projects • ALS services, support and back up within a primary, mining (where applicable) and ICU IHT environment • Compilation, analysis and reporting on monthly activities • Quality assurance to maintain work standards and integrity of data reporting Quality Assurance • Monitor and develop work process and systems to facilitate efficient workflow • Active participation in continuous quality assurance programme BEST AND SAFEST PATIENT CARE Clinical Patient Care • Development and implementation of clinical SOP’s • Implement clinical care best practice • Accountable for clinical governance • Take action on committee outcomes inputs Health and Safety • Accountable for ensuring compliance with Compensation for Occupational Injuries & Diseases Act requirements and report all injuries sustained on duty immediately to the Regional General Manager, Call Centre and the Human Resources Manager • Ensure the wearing of appropriate protective clothing by staff ACCELERATING TRANSFORMATION Transformation targets • Drive achievement of transformation goals as set out by the Transformation Committee. GROWING WITH PASSIONATE PEOPLE People Management • Daily direction and management of the operational staff and the operations coordinator • Ensure that all operational staff comply with SOP’s, rules and regulations and where staff is not compliant, take the necessary action • Maintain staff morale and dress code of staff • Identify staffing requirements and plan for changing needs of the division • Recruitment and selection of appropriate staff • Remain approachable to all members of staff • Manage the department’s productivity • Share appropriate knowledge with relevant team members • Set performance standards in conjunction with employees Managing Performance • Manage the department’s productivity • Set performance goals with employees for the division in alignment with company goals • Measure performance to determine the gap between actual performance and desired performance • Continued Medical Education in order to ensure all operational staff remain current, in terms of exposure and current best clinical practice, maintaining highest quality clinical standards among pre-hospital care providers • Ensure that development plans are in place for employees. • Reward good performance • Draw up an action plan to correct poor performance in consultation with the employee • Monitor the implementation of the action plan • Formally review performance • Providing timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem. • Listen with empathy while remaining professional at all times to complaints and compliment • Liaison with other departments, senior management and staff • Coordinate routine and unusual rosters for any major planned events • Being there to listen to concerns, ideas, suggestions etc. that are brought up by the team, and taking action on them • Encourage teamwork with supervisors and staff within the department so that this filters through to other departments • Encourage each team to adhere to timeframes set (meetings, deadlines etc). • Ensure that staff are knowledgeable in the standard operating procedures stipulated by the company • Promote interdepartmental cooperation and symbiotic relationships with Call Centre, Aeromedical, Travel Clinics, Special Projects, Prime cure Clinics and Netcare Hospitals Customer Satisfaction • Ongoing customer satisfaction according to set standards • Promote interdepartmental cooperation and symbiotic relationships with Call Centre, Aeromedical, Travel Clinics, Special Projects, Prime cure Clinics and Netcare Hospitals • Predict crisis intervention and deal with problems and intervene pro-actively to prevent complaints and increase Client satisfaction • Attending regular meetings with clients to ensure client satisfaction Self Management and Development • Formulate action steps to close the gap between the ideal and actual state of competence • Pursue self development in formal or informal/self studies • Share knowledge with relevant team members • Follow agreed upon (authorised) action steps until desired competence is achieved • Be punctual and behave appropriately to the business environment ORGANISATIONAL GROWTH Business Development • Assist in building strategic plan for the division • Assist in establishing new client relations with the potential to conclude / close business. • Assist in preparation of proposals and presentation in order to grow the division • Plan for growth of the division based on projected new business and identified activity trends SKILLS PROFILE EDUCATION Essential • Current registration in ACLS, PALS and ATLS • Current Registration with the HPCSA as a Paramedic (CCA/N.Dip/B Tech) Preferred • A qualification in business management would be beneficial • Advanced Driver Training and Emergency Vehicle Driving experience preferable WORK EXPERIENCE Essential • 2 years post-graduate patient care experience in an operational environment • HR experience in managing multiple direct reports • Relevant Management and budgetary experience in a similar or corporate environment KNOWLEDGE • Good general knowledge and understanding of legislation pertaining to the specific business environment of Netcare 911 • A valid code 10 Driver’s License mandatory (however a valid code 10 Driver’s License Holder with PDP is preferable • Knowledge of statistical analysis & Report writing • Extensive knowledge of SAP system • Extensive knowledge of web applications and insurer authorization processes • Relevant computer proficiency (must be a strong user of Microsoft Office) • Effective written and verbal communication skills • Excellent interpersonal relationship skills (Liaising to patients/medical aids) • Analytical & Technical skills • Strong relationship skills (often placed to work in teams) PHYSICAL REQUIREMENTS In the event of any physical or psychological limitation that may impair the employee’s ability to perform the required job function, the employee must consult the employer for reasonable accommodation. VALUES AND BEHAVIOURS Netcare Values At Netcare, our core value is care. We care about the dignity of our patients and all members of the Netcare family. We care about the participation of our people and our partners in everything we do. We care about truth in all our actions. We are passionate about quality care and professional excellence. • Care - The basis of our business. The professional, ethical patient care and services we offer at every level of the organisation. • Truth - The crucial element in building relationships that work. Open communication with honesty and integrity is essential. • Dignity - An acknowledgement of the uniqueness of individuals. A commitment to care with the qualities of respect and understanding. • Compassion - We engage everyone with empathy and respond with acts of compassion in all interactions with our patients and their families. • Participation - The willingness and desire to work in productive and creative partnerships with others and the commitment to communicate. The Netcare Way Netcare is committed to providing quality care. Our basic service standard holds us accountable for the below seven behaviours which you will be accountable to uphold: • I always greet everyone to show my respect. • I always wear my name badge to show my identity. • I am always well groomed to show my dignity. • I always practice proper hand hygiene to show my care. • I always seek consent to show my compassion. • I always say thank you to show my appreciation. • I always embrace diversity to show I am not a racist. SKILLS For managerial and non-managerial positions, please select a minimum of 5 competencies from the list below. Those marked with an * are most relevant for managers particularly where the manager has a direct report, however, the competencies can also be applicable to specialist positions. Coaching Others* • The capacity to recognise development areas in others and support them to facilitate personal development through coaching. Leading and Managing Change* • The capacity to implement and support change initiatives and to provide leadership in times of uncertainty. Performance Development* • The ability to evaluate and develop different levels of capacity within a team to achieve set objectives. Taking Action • Capable of recognising the need for action, considering possible risks and taking responsibility for results. Decision Making • Capable of making decisions timeously and taking responsibility for the consequences. Managing Self • Capacity to plan, organise and control own work environment by setting appropriate priorities and achieving set objectives within a given time frame. Customer Focus and Service Delivery • The capacity to identify and respond to the needs of *internal and external customers. • *Internal and external customers include patients, doctors, colleagues, suppliers, visitors, vendors and any other person that requires a relationship Adapting and Responding to Change • Capable of supporting and advocating change initiatives and managing own reaction to change. Continuous Improvement • The capacity to improve systems and processes to facilitate continuous improvement. Personal Work Ethic • Capacity to instil an ethic of quality and consistency in self and others. Building Relationships • Capacity to establish constructive and effective relationships. Communication • The capacity to clearly present information, either written or verbal. Teamwork • Capacity to cooperate with others to work towards a common goal. Technical Knowledge • The capacity to perform a technical function to required standards. WORKING CONDITIONS • Professional flexibility in working hours while supporting daily business hours. • Will interact with internal and external customers through several different means. • Travel within and across regions to support the functions of the role will be required. AGREEMENT • The job description is a true reflection of the current requirements of the position, but may be subject to and may include aspects not covered in this job description. • Netcare reserves the right to amend the role profile in consultation with the employee. • The employee is advised that the content of the role profile has a direct link to the performance development process. Any changes to the performance development process must be included and signed off on the role profile document. • The line manager had discussed the role profile with the employee and the latter understands the content of the role profile

Join the team committed to providing the best and safest health and care.