Operations Director – Support Services

Alert International; Kuwait City; On-site; KWD 20,000 - 35,000; Full time

Job summary

A leading healthcare organization in Kuwait is seeking a Customer Service & Call Center Operations Manager to lead their operations. This role involves managing customer service departments, overseeing facility management, and ensuring compliance with healthcare regulations. Ideal candidates should have substantial experience in healthcare operations management and strong leadership skills.

Qualifications

• 10-12 years of healthcare operations management experience, including facility management.
• 3-4 years in a similar leadership role, preferably in a hospital setting.

Responsibilities

• Lead and manage customer service and call center operations to respond effectively to patient inquiries.
• Oversee purchasing and inventory management to ensure timely procurement and stock levels.
• Manage patient medical records in compliance with legal standards.

Skills

Leadership

Team Management

Communication

Problem-Solving

Decision-Making

Budget Management

Healthcare Software Familiarity

Education

Bachelor's degree in Engineering

Job description

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 staff is well-trained, customer-centric, and adheres to healthcare industry best practices and standards.
• Purchasing & Inventory Management:
• Oversee purchasing, ensuring procurement of supplies, equipment, and medical items on time and within budget.
• Maintain efficient inventory control systems, ensuring adequate stock levels and minimizing wastage.
• Negotiate with vendors for cost-effective contracts and manage supplier relationships.
• Monitor inventory turnover and conduct audits to ensure accuracy and compliance.
• Medical Records Management:
• Manage patient medical records in compliance with legal and privacy standards (HIPAA or relevant laws).
• Oversee the records team to ensure accurate, secure, and accessible patient data.
• Implement best practices for medical records, including security, confidentiality, and retention policies.
• Ensure staff training and compliance with documentation standards.
• Facility Management:
• Manage daily facility operations, ensuring safety, cleanliness, and maintenance.
• Oversee equipment and infrastructure maintenance, repairs, and upgrades.
• Ensure compliance with health and safety regulations.
• Develop and oversee facility budgets for cost-effective operations.
• Coordinate with external vendors for facility services.
• Hospitality Management:
• Manage housekeeping, cleaning, security, and catering services.

Skills & Competencies:

Strong leadership, team management, and motivational skills.

Excellent communication in Arabic and English.

Experience in budget management and cost control.

Problem-solving and decision-making skills under pressure.

Familiarity with healthcare software systems.

Ability to manage multiple priorities and adapt to changing needs.

Background in healthcare accreditation, especially JCI and FMS standards.

Education & Qualifications:

Bachelor's degree in Engineering.

10-12 years of healthcare operations management experience, including facility management, supply chain, and hospitality.

3-4 years in a similar leadership role, preferably in a hospital setting.

Strong knowledge of healthcare regulations, medical records, and patient confidentiality.