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    Team Leader: Care Operations - Johannesburg, South Africa - Palesa Mbali Group

    Palesa Mbali Group
    Palesa Mbali Group Johannesburg, South Africa

    2 days ago

    Default job background
    Full time
    Description

    Position: Team Leader: Care Operations

    Department: Bonitas Hospital Management Services

    Grade: B3M2 Position

    Purpose: 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 advantageous

    Qualifications: Relevant Clinical Qualification, Registration with the relevant statutory bodies Professional Membership

    Generic 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

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