Oversee Wellness Card, Home Healthcare, and V-clinic operations in the assigned regions. Ensure KPI and NPS targets are met while driving team performance and guest satisfaction. Collaborate with key stakeholders to deliver exceptional guest experiences. Provide coaching, training, and guidance to the team to maintain compliance and quality standards. Address issues promptly, streamline processes, and collaborate with logistics partners to ensure timely service delivery. Respond proactively to guest inquiries and complaints, delivering premium experiences through Wellness Card, V-Clinic, and Home Healthcare services. Identify opportunities to enhance Wellness Card offerings, processes, and systems to capitalize on market trends.
Track the live KPI’s progress dashboard and take the required actions. Monitor team schedules and HHC schedules. Manage any doctors’ slots changes or guests’ cancelations. Resolve Right-now guest care complaints within agreed SLA.
Accountabilities
- Supervise the smooth process flow for operating the Wellness card & Home Healthcare process end to end, as per policies & procedures, regulatory requirements, & NCC standards.
- Manage and coach Coordinators to achieve Company objectives and guest satisfaction through conducting regular performance reviews, setting clear goals, providing feedback, and recognizing and rewarding achievements.
- Monitor & report team performance against KPIs/NPS, and take corrective action whenever needed.
- Ensure team awareness and adherence to policies & procedures, regulatory requirements, NCC standards.
- Identify and implement process improvements to ensure smooth process flow and provide the guest with best experience.
- Respond and follow-up to all Wellness Card, Home Healthcare, and V-clinic complaint(s) and inquiries as first level support in a timely manner to maintain guest satisfaction.
- Ensure and monitor Wellness Card, Home Healthcare, and Telemedicine process flow through regular checks, reporting, auditing and any other management actions to ensure compliance with policies and procedures.
- Provide all the required reports on regularly basis including summary of conducting quality checks, resources allocation, etc… to be documented and accessible for the line manager at any point of time.
- Provide detailed reports on SLA compliance with senior management and identify areas for improvement.
- Suggest process improvements, new offers, and service quality enhancements to optimize guest experience and revenue.
- Promptly resolve any problems or concerns that arise in the process, systems, KPI’s achievement.
- Provide regular updates on Wellness Card & HHC & V-Clinic performance and take corrective actions whenever needed.
- Track guest schedules to optimize care delivery and guarantee adherence to HHC visit schedules.
- Identify and report potential risks that could compromise guest safety, satisfaction or disrupt the operational workflow, and conduct improvement actions as needed.
- Recommend new technology opportunities, to maximize profit and guest experience.
- Utilize system to achieve the best utilization of resources
- Monitor and evaluate the quality of services delivered to guests, implementing quality improvement initiatives, and ensuring adherence to policies and procedures.
Employee duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.
Work Environment
- Indoors : 90 %
- Outdoors : 10 %
- Working Days : 6 Working Days
- Days off : 1 Days Off
- Working Hours : 9:00 AM – 5:00 PM
Job Requirement
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Education |
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Experience |
- 2-3 Years of Experience (in similar position)
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Computer Skills |
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Languages |
- English - mandatory
- Arabic - mandatory
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