OverviewThe Specialist, Relationship Management role is responsible for managing the communications and relationship between the facility and MH Partners. The role is responsible for streamlining processes, process improvement, knowledge transfer, conducting weekly clinic visits, monitoring contact center interactions lively, auditing all communications (call backs) from the facility to the clinics, improve patient experience at the facility and the MH partner respective assigned clinics. Lead contact center projects and coordination with the clinics.Responsibilities

• Adheres to the division's policies, procedures and standards while ensuring compliance with applicable regulatory bodies.
• Contributes towards an innovative culture of continuous improvement for enhancing operational efficiency and effectiveness.
• Participates in meetings and maintains professionalism and confidentiality as per the organization's standard code of conduct.
• Completes personal performance evaluation cycle in a timely manner.
• Ensuring effective and consistent communication throughout the units, encourage feedback and insights to enhance the patient experience from all stakeholders.
• Conduct weekly rounds across all assets clinics to gather feedback and channel any escalations or knowledge updates.
• Run 100% audit exercises on a monthly basis on the contact center knowledge base for all assets under the services of MH.
• Ensure that operations is up to date with all updated/new policies, SOPs and workflows in coordination with different operations unit.
• Effectively support and implement patient retention strategies and plans.
• Participates in customer journey mapping, patient surveys and patient experience focus groups to identify gaps and improvement areas.
• Handle Contact Centers BCM plan.
• Analyzes feedback data trends and articulates the information to support and develop process/service improvements.
• Liaises with relevant divisions and provides support in implementing patient facing process/service improvement action plans.
• Determines patient requirements by maintaining contact as well as building sustainable relationships and trust with internal and external customers through open and interactive communication.
• Communicates with all dissatisfied patients based on measures being used in the system.
• Escalates/communicates information to appropriate internal stakeholders in appropriate time frames to meet patient or family questions, concerns, and/or expectations.
• Maintains follow up of the escalated/problematic cases with relevant divisions for full closure and consistently explores feedback-based process improvements for better outcomes.
• Maintains accurate and comprehensive documentation of all assigned patient experience initiatives at the unit, as well as collates and archives all service excellence initiatives data.
• Developing the relationship with all key stakeholders across all M42 assets and partners
• Actively participates in organizational training programs and on the job learning to continuously learn and enhance skillset required to perform the job.
• Communicates effectively with team members and maintains good inter-functional liaison to ensure smooth implementation of operational activities.
• Communicates applicable regulatory requirements in a timely and clear manner within the division.

Qualifications

• Bachelors Degree in Healthcare Management or any relevant field
• 3-5 years of progressive career experience
• Knowledge of healthcare sector and ability to deliver tailored solutions in line with specific business requirements
• Ability to build mutually beneficial and strong relationships with internal and external stakeholders at all levels
• Analytical and problem-solving skills
• Proficiency with Microsoft Office suite
• Fluency in written and spoken English

National Reference Laboratory