Service Delivery Operations Manager

Salary: A Tax-Free, All-Inclusive Salary

You will earn a tax-free, all-inclusive salary as part of this role. This compensation package is designed to provide you with financial security and peace of mind.

Job Description:

This position involves managing operational processes to ensure they align with the organization's goals. As the Operations Director, you will oversee teams across multiple departments, drive operational improvements, and maintain a high standard of service delivery.

• Customer Service & Call Center Operations:">
  • Lead and manage the customer service department and call center operations to ensure timely and effective responses to patient inquiries.">
  • Oversee call center metrics, including response time, resolution time, and customer satisfaction.">
  • Develop and implement strategies to improve customer experience and service quality.">
  • Ensure staff are well-trained, customer-centric, and adhere to healthcare industry standards and best practices.">
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• Purchasing & Inventory Management:">
  • Oversee procurement of supplies, equipment, and medical items, ensuring timely and budget-compliant purchasing.">
  • Develop and maintain efficient inventory control systems to optimize stock levels and minimize wastage.">
  • Negotiate with vendors for cost-effective contracts and manage supplier relationships.">
  • Monitor inventory turnover and conduct periodic audits to ensure accuracy and compliance.">
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• Medical Records Management:">
  • Manage patient medical records in compliance with legal, regulatory, and privacy standards (HIPAA or relevant local laws).">
  • Oversee the records team to ensure accurate, secure, and accessible patient data.">
  • Implement best practices for medical records management, including security, confidentiality, and retention policies.">
  • Ensure staff are trained on medical record documentation standards.">
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• Facility Management:">
  • Manage daily facility operations, ensuring safety, cleanliness, and maintenance.">
  • Oversee equipment and infrastructure maintenance, repairs, and upgrades.">
  • Ensure compliance with health and safety regulations, including fire safety and sanitation.">
  • Develop and oversee facility-related budgets, ensuring cost-effectiveness.">
  • Coordinate with external vendors for facility services.">
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• Hospitality Management:">
  • Manage housekeeping, cleaning, security, and catering services.">
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Required Skills and Qualifications:

You possess strong leadership, strategic thinking, and operational expertise to manage and improve customer service, purchasing, inventory, medical records, and facility management.

• Strong leadership and team management skills with the ability to motivate.">
• Excellent communication skills in Arabic and English.">
• Experience in budget management and cost control.">
• Strong problem-solving and decision-making skills under pressure.">
• Familiarity with healthcare software systems.">
• Adaptability and ability to manage multiple priorities.">
• Strong background in healthcare accreditation, particularly in JCI accreditation, FMS chapter.">
• Bachelor's degree in Engineering.">
• Minimum of 10-12 years of experience in healthcare operations management, with a proven track record in facility management, supply chain, hospitality, including 3-4 years in a similar role.">
• Previous leadership experience in a multi-disciplinary hospital setting.">
• Strong knowledge of healthcare regulations, medical records, and patient confidentiality.">

Benefits:

In this role, you will have access to excellent healthcare coverage, all leave and end of service benefits are provided as per Kuwait Labor Law.

Others:

This is an exciting opportunity to join a dynamic team and contribute to the success of our organization.