VICE PRESIDENT CLINICAL OPERATIONS

WE’RE HIRING!

Vice President Clinical Operations

Qualifications
– College degree in a medical field such as Nursing; preferably a medical doctor; 5 years customer service
Product Knowledge Classroom Management Facilitation Skills Training Needs Analysis Training Design & Development
(Instructional Design)
– With Moderate Competency Level in ff.:
Computer Literacy Typing Skills Coaching and Counseling Process Improvement Discipline Management
– With Expert Competency Level in ff.:
Clinical acumen/ Managing clinical operations / Communication Skills (Spoken) Communication Skills
(Written) Customer Orientation Job Knowledge Sense of Urgency Passion for Excellence Working in
Teams/ Interpersonal Skills Work Organization People Management / Team Orientation Drive for Results /
Execution Thriving in Change Expertise / Analytical Skills Strategic Capability Problem Solving
Presentation Skills Performance Management Conflict Management Fiscal Management Business
Acumen Change Management Planning, Organizing, Controlling Sales or Selling Influencing / Negotiating
Partnering Innovation Resource Management

Duties and Responsibilities

– Financial Management Function:
• Responsible for the P&L of all the programs under his or her portfolio.
• Responsible in meeting and exceeding Revenue and GM targets of all the programs under his/her portfolio.
• Responsible in driving transformation and innovation projects yielding financial savings to the programs under his portfolio.
• Responsible in optimizing seat utilization of sites, to support the GM of the programs under his/her portfolio.
• Responsible in optimizing B&M and W@H ratio for his/her programs to drive optimal GM.
• Responsible to creating the clinical operations strategy for the geo.

– Operations Management Function:
• Monitor daily all areas of performance metrics (call handling times, service levels & quality grades) to assure that standards
are met across the board referring to a database, a program or reports.
• Work with Down lines/ management team to administer program and implement both client and in- house policy.
• Ensure that operations are being managed accordingly on a day-to-day basis.
• Attend client meeting on a weekly basis or as needed to discuss the program performance based on the key operational
metrics.
• Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are
out of the ordinary.
• Monitor daily all areas of performance metrics to assure that standards are met across the board
• Attend weekly operations review and present action plans to issues that need to be addressed.
• Collate and respond to operational issues as reported by Operations management team – as needed.
• Escalate operational issues beyond level of authority to the Senior Vice President – as needed.
• Inform Account Manager, and Senior Vice-President of Operations when the system needed (system error/downtime) to
handle calls are not working effectively – as needed.
• Submit weekly and monthly ops review report to the Senior Vice-President of Operations and Clients.

-Training, Process and Quality Management/Standards Compliance Function:
• Minimize or manage at acceptable level the customers’ complaints.
• Work with Account Manager and Senior Vice President for Operations to further develop program and implement policy – as
needed.
• Work with the management team including but not limited to Associate Vice Presidents, Sr. Director,
Director, Sr. Operations Managers, Sr. Manager for Process and Training, Sr. Manager for Business
Excellence and Quality in coordination with other groups in coming up with programs that will help further develop the
associates.
• Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
• Evaluate management and contact center practices for possible modifications that will result in increased employee efficiency
and satisfaction.
• Responsible for the development and implementation of policies and procedures pertaining to HIPAA and ensure the center is
in compliance with Privacy Rules Standard.
• Work with management team inc. Sr. Director, Director, Sr. Operations Managers, Sr. Manager for Process and Training, Sr.
Manager for Business Excellence and Quality to implement initiatives that will drive performance.
• Work with management team inc. AVPs, Sr. Director , Director, Sr. Operations Managers, Sr. Manager for Process and
Training, Sr. Manager for Business Excellence and Quality to ensure monitoring coverage as stipulated in the SOW.
• Work with Director, Sr. Manager for Process and Training to plot sustainable Training Calendar and Activities, smooth
transition to Operations, and deliver quality trainees acceptable to the standards set by the Client and Operations.

Salary: Open

To apply send your resume to:
HCCorporateRecruitment_PH@sagilityhealth.com

Contact details: 02 34345500
Sagility Philippines B.V. Branch Office

15th Floor, Zeta Tower, Bridgetowne West, E Rodriguez Jr. Avenue Corner Ortigas Avenue,

Quezon City, Metro Manila, Philippines, 1800

Tagged as: VP