Operations Director – Support Services

Alert International; Kuwait City; On-site; KWD 15,000 - 30,000; Full time

Job summary

A leading healthcare organization in Kuwait City is seeking an experienced Operations Director to manage operational processes across departments. Key responsibilities include overseeing customer service, inventory management, and compliance with healthcare regulations. The ideal candidate should have 10-12 years of management experience in healthcare, strong leadership skills, and a Bachelor's degree in Engineering.

Qualifications

• Minimum of 10-12 years of experience in healthcare operations management.
• Proven track record in facility management and hospitality.
• Previous leadership experience in a multi-disciplinary hospital setting.

Responsibilities

• Lead and manage customer service and call center operations.
• Oversee purchasing function and inventory control.
• Ensure effective management of patient medical records.
• Manage day-to-day facility operations.

Skills

Leadership skills

Communication in Arabic and English

Budget management

Problem-solving

Healthcare software knowledge

Adaptability

Healthcare accreditation knowledge

Education

Bachelor's degree in Engineering

Job description

Description

In this role, you will be responsible for ensuring that operational processes run efficiently and align with the organization's goals. As the Operations Director, you will manage teams across multiple departments, drive operational improvements, and ensure a high standard of service delivery.

Role & Responsibilities

• Customer Service & Call Center Operations:
• Lead and manage the customer service department and call center operations to ensure timely and effective responses to patient inquiries.
• Oversee call center metrics, including response time, resolution time, and customer satisfaction.
• Develop and implement strategies to improve customer experience and service quality.
• Ensure the staff is well-trained, customer-centric, and consistently adheres to healthcare industry best practices and standards.
• Purchasing & Inventory Management:
• Oversee the purchasing function, ensuring that all necessary supplies, equipment, and medical items are procured on time and within budget.
• Develop and maintain efficient inventory control systems, ensuring adequate stock levels while minimizing wastage and overstock.
• Negotiate with vendors and suppliers to secure cost-effective contracts and manage supplier relationships.
• Monitor and track inventory turnover and conduct periodic audits to ensure accuracy and compliance with healthcare regulations.
• Medical Records Management:
• Ensure the effective management of patient medical records, both physical and electronic, in compliance with legal, regulatory, and privacy standards (HIPAA or relevant local laws).
• Oversee the records team to ensure that patient data is accurately recorded, stored, and easily accessible for healthcare providers when needed.
• Implement best practices for medical records management, including ensuring security, confidentiality, and retention policies.
• Ensure proper training and compliance with medical record documentation standards across the organization.
• Facility Management:
• Manage the day-to-day operations of the facility, ensuring it is clean, safe, and well-maintained.
• Oversee the maintenance of equipment and infrastructure, coordinating repairs, upgrades, and troubleshooting as necessary.
• Ensure that the facility complies with health and safety regulations, including those related to fire safety, emergency preparedness, and sanitation.
• Develop and manage facility-related budgets and ensure the cost-effectiveness of operations.
• Coordinate with external vendors and contractors for facility services such as cleaning, landscaping, and maintenance.
• Hospitality Management:
• Housekeeping, cleaning, security and catering services

Skills & Competencies

• Strong leadership and team management skills with the ability to motivate.
• Excellent communication in Arabic and English.
• Experience in budget management and cost control.
• Strong problem-solving and decision-making under pressure.
• Familiar with healthcare software systems.
• Adaptable with the ability to manage multiple priorities.
• Strong background in healthcare accreditation, particularly in JCI accreditation, FMS chapter

Education & Qualifications

• Bachelor's degree in Engineering
• Minimum of 10-12 years of experience in healthcare operations management, with a proven track record in facility management, supply chain, hospitality, 3-4 years’ experience with the same role.
• Previous leadership experience in a multi-disciplinary Hospital setting.
• Strong knowledge of healthcare regulations, medical records, and patient confidentiality.