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