KAUST Health Operations Manager

Job Purpose

In this senior-level Operations Manager role, the KAUST Health (KH) Operations Manager will oversee and ensure that all contractual obligations and KPIs are meticulously met. This includes managing daily operations, monthly invoicing, reviewing quotations, and ensuring that staff rosters align with contractual requirements.

The role will involve overseeing an Operations Specialist who will support the implementation and monitoring of quality procedures, ensuring that patient experience and facility standards meet all accreditation criteria.

The KH Operations Manager is responsible for overseeing contracts and operator performance, ensuring that all operational elements align with organizational goals.

Additionally, the role requires a solid understanding of medical insurance processes, financial oversight, and the ability to collaborate with other KAUST teams. The KH Operations Manager will act as a deputy to the Head of Health during any absences, demonstrating strong leadership and team management skills while driving continuous improvement.

Major Accountabilities

General 

• Oversee the day-to-day operations of KAUST Health, including monthly resource allocation and planning.
• Approve and oversee strategies to improve efficiency and productivity in collaboration with the service provider.

Contract and KPIs

• Monitor and review key performance indicators (KPIs) related to the medical services contract.
• Where necessary, monitor improvement plans to rectify any KPI non-compliance.
• Develop and implement KAUST operational policies and procedures to ensure consistency and compliance.
• Oversee the work of the service provider, ensuring adherence to contractual obligations, quality standards, and regulatory requirements.

Operations

• Lead in the planning and implementation (supported by Facilities Management) of facilities improvements/rectifications.
• Contribute to the Management Operations meetings between KAUST Health and the provider.
• Identify opportunities for process improvement and ensure the service provider implements innovative solutions.
• Provide direction to team members of the ER department vehicles and emergency drill planning.
• Oversee the planning and implementation of KH program activities and campaigns.
• Support FCSC in all their communications and operational / administration needs.

Patient Experience & Referral

• Oversee the management of the KAUST Patient Experience function and  data analysis reports and ensure a positive patient journey, addressing patient concerns and feedback with the service provider.
• Act as the escalation point for patient complaints and feedback, ensuring any investigations and or findings are completed and acted upon to ensure resolution.
• Work with the service provider to oversee action plans on patient experience enhancements and innovations.
• Oversee the patient referral programs, ensuring a smooth and effective management of patient transfers to appropriate facilities.

Medical Insurance & Financial Oversight

• Oversight and review of insurance rejection rates with action plans to improve claim acceptance.
• Reviewing monthly financial and insurance reports, identifying trends and corrective measures.
• Active participation in the claims and reconciliation process with both the operator and insurers.
• Monitoring expenditure, revenue, and cost efficiency to support sustainable financial growth.

• Collaborating with Finance and relevant stakeholders to ensure accurate forecasting, reporting, and budget adherence.

Facilities, Quality, and Safety

• Lead the Facilities Management and Safety (FMS) Committee to ensure the safe and efficient operation of the facility.
• Support the Head, KAUST Health and Quality and Governance Manager in preparation for and achievement of quality assurance accreditations, including JCI and CBAHI.
• Stay updated on industry trends and regulatory changes that may affect operations.

Leadership and Team Management

• Lead, mentor, and develop a high-performing team of professionals.
• Foster a positive and supportive work environment that encourages teamwork and innovation.
• Evaluate team performance and provide regular feedback and coaching.

Continuous Improvements

• Identify and implement best practices and liaise with the service provider to enhance operational efficiency and service quality.
• Foster a culture of continuous improvement by encouraging feedback and innovative ideas from team members.
• Evaluate program proposals from the service provider and work collaboratively to develop new and engaging program offerings that align with the community's needs and the organization's strategic objectives.
• Assist and oversee Capital Programs related to the scope of managed services when required.
• Support the Assets Management Program when needed.
• Provide support as directed by the line manager.

Person Requirements 

Competencies

• Demonstrates a strong understanding of the KAUST Health services and the needs and requirements to meet demand for the KAUST Community.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to work independently and as part of a team.
• Ability to manage multiple projects and priorities effectively.
• Flexible and adaptable work style – including working hours and availability.
• Strong influencing and negotiating style and experience.
• Displays a high level of initiative, creativity, and organizational skills, managing tasks efficiently and independently.
• Strong analytical and problem-solving skills.
• Ability to handle complex and highly confidential information and situations.

Qualifications

• Bachelor’s degree preferred in medical specialties.
• Master's degree in Hospital management & healthcare Administration or MBA (Required).

Experience

• Minimum 10 years of experience in healthcare operations, with at least 5 years in a managerial/lead role (Governmental/private sectors).
• Must have a strong background in the healthcare sector.
• Strong leadership skills and team management.
• Strong experience in facilities management & operations. 
• Contract Management and review of contract KPIs.
• Strong Finance and RCM experience with a strong background in medical insurance. 
• Proficient in patient experience, emotional intelligence, and data analysis methodology.
• Experience working in a service contract environment.
• An understanding of the Jeddah/KSA healthcare landscape would be advantageous.