Job Summary
Role and Responsibilities:
You will be responsible for:
- Overseeing day-to-day operations to ensure the efficient and seamless delivery of virtual healthcare services.
- Managing staff, coordinating with cross-functional departments, and maintaining high standards of service quality and system availability.
- Ensuring uninterrupted 24/7 virtual care operations through proactive system monitoring, risk mitigation, and effective contingency planning.
- Managing the availability and scheduling of healthcare service providers in line with patient demand, including optimizing shift patterns and on-call arrangements.
- Monitoring the technical performance and uptime of virtual care platforms and ensuring the effective management, maintenance, and tracking of operational assets, including hardware, software licenses, and equipment.
- Monitoring the operational budget, ensuring expenditures remain within approved limits, identifying cost-saving opportunities, and promoting efficient resource utilization.
- Preparing annual budget proposals and providing business justifications for operational requirements, staffing, asset procurement, technology upgrades, and other planned initiatives.
- Developing and maintaining staff schedules to ensure adequate service coverage and efficient workflow across the Virtual Care Center.
- Managing onsite and offshore third-party vendors and coordinating with Materials Management and Procurement to ensure timely, efficient, and audit-compliant procurement.
- Serving as a key liaison with Technology and Support teams to resolve technical issues, facilitate system upgrades, and ensure the reliability of operational systems and assets.
- Collaborating with Human Resources on workforce planning, recruitment, employee performance, and other people-related matters.
- Working closely with Finance to monitor operational budgets, prepare financial reports, manage expenditures, and ensure cost-effective utilization of resources.
- Managing 24/7 Virtual Care operations by ensuring the availability of required resources, coordinating with internal and external stakeholders, and resolving operational issues and conflicts.
- Maintaining effective relationships with Hospital Clinical Service Departments, donor organizations, AKDN and partner agencies, and Federal and Provincial Government departments to facilitate alignment, adoption, and policy-level integration of project outcomes.
- Participating in policy-level discussions and developing practical mechanisms with Federal and Provincial stakeholders to support project consistency, sustainability, and integration of relevant data into government MIS and data systems.
- Monitoring service-related revenues and expenses and preparing periodic financial and operational reports.
- Documenting lessons learned, best practices, and operational improvements, while developing training plans and materials for staff and contractors on new systems, tools, and processes.
- Supporting appointment, transition, and handover documentation to ensure continuity during changes in project roles and responsibilities.
Required Skills
Skills and Qualification:
You should have:
- A Master's degree in Business Administration (MBA), Management in Public Health, or a related field.
- Project Management certification such as PMP and exposure to Agile or Disciplined Agile methodologies will be an added advantage.
- At least six years of progressive experience in operations management.
- Demonstrated experience in managing IT business operations, preferably within a healthcare or technology-enabled environment.
- Strong leadership, people management, and team coordination capabilities.
- Excellent problem-solving, analytical, financial management, and decision-making skills.
- Strong communication, interpersonal, stakeholder management, and collaboration skills.
Comprehensive employment reference checks will be conducted.
