Center Manager at Marie Stopes
Key Responsibilities
Technical and clinical service provision activities
including:
- To
provide all clinical services to a consistently high standard and in
accordance with clinical guidelines and protocols: All short and long-term
contraceptive methods including permanent methods like tubal ligation and
vasectomy where applicable, post abortion care (PAC), other non-core
services including cervical cancer screening and treatment, HIV/STI
screening and treatment and specified primary health care services as per
client requirements and MSK diversified services framework. Adapt and
provide any new services recommended by MSK as part of business expansion
and diversification of services strategy.
- To
conduct weekly checking of essential equipment, promptly inform the
Channel Lead of their status, and following up repairs or maintenance as
required.
- To
maintain high standards of cleanliness and infection control measures.
- To
ensure instruments are appropriately sterilised and stored in compliance
with infection control protocols.
- To
order medical supplies and consumables in good time to avoid shortage.
- To
ensure proper storage of medical supplies.
- To
support clients through the provision of vocal local techniques during
procedures.
- To
attend clinical training and supervision as required.
- To
induct new team members and ensure proper use of the E-HR system in the
centre by all providers.
- Business
Management- Commercial and Financials
- Business
planning and development: Prepare annual business plans with SMART
objectives and strategic plans of how to achieve them. Continually assess
all areas of the service provided to clients to ensure continued financial
viability and take tough decisions where services are deemed non-viable.
- Increasing
productivity and product margin: Continually review the efficiency of the
centre, especially with regards to the core services in MSK.
- Financial
Management: Deliver the Centres Key Performance Indicators (KPIs) through
monitoring income and expenditure, seeking support from Channel lead as
required, and take appropriate action to ensure financial KPIs are met.
- Run
monthly performance management meetings (as guided) with the team ensuring
the team is regularly engaged and communicated on the performance of the
centre and participate in developing actions to improve performance.
- Marketing:
Instil a marketing culture with teams so that everyone is aware of their
individual responsibility for the success of their centre. Agree marketing
activities with the centre marketing champion and the MSK Marketing team.
- Strengthening
appropriate referrals with other RHN providers, CHWs and pharmacies within
the region.
- Ensure
prudent financial management of Centres finances with no leakage,
siphoning of clients and fraudulent activities in the Centres.
Operational Management
- Optimize
client numbers: Optimize capacity within the centre by efficiently
managing human resources; continually reviewing the effectiveness of
systems and working practices; and maintaining an effective client flow to
minimize client wait times.
- Compliance
to the national healthcare guidelines and MSI protocols: Ensure compliance
with national minimum healthcare standards taking immediate action where
appropriate on any areas identified for improvements as a result of
internal or external audits or inspections.
- Contingency
planning: Ensure there is an appropriate plan in place which anticipates
any risks to your centre and MSK and outlines appropriate action to be
taken to minimize impact.
- Stock
management: Ensure adequate stock levels of required supplies and
commodities with no over/under- stocking and no expiries.
- Health
and Safety: Take overall responsibility for team, client and general
safety in the Centre and as a consequence of its activities.
- IT
management: Utilization and close supervision of the EHR resources,
biometrics, dispensing scanners and CCTVs at the centres.
Client Centred Care
- Manage
the centre teams to ensure the delivery of excellent client centred care-
e.g, through observation of client interactions and providing feedback to
the team member to improve their skills
- Ensure
all team members treats clients with dignity, respect, and non-judgment,
and adhere to MSI/MSK’s safeguarding policies.
- Ensure
team members maintain audio, visual and data privacy of our clients during
and after service delivery and ensure they have client consent prior to
contacting them.
- Support
the team to collect and action client feedback and how to handle clients
complaints respectfully.
Quality
Management
- Promote
and maintain the quality management systems as laid out by MSK and MSI.
- Client
feedback: Ensure client feedback and prompt conclusion to potential
clients complaints
- Ensure
all team members have been competency assessed before delivering services
and have the appropriate level of competency to deliver services
independently.
- Ensure
all team members understand the principles of duty of care and code of
conduct and follow these principles.
People Management
- Adherence
to policy: Monitor all team members adherence to MSK/MSI policies
including AFB, Safeguarding, Duty of Care and Code of conduct. Take
corrective action whenever there is breach of policies.
- Motivation
of team: Engage and motivate all team members within the centre so that
they understand and work to achieve centre objectives and KPIs and so that
their role has a positive impact on the Centre’s success.
- Induction:
Clearly define structured local induction plans to ensure new team members
understand the requirements of their role and have appropriate training to
do the job. Ensure that all new team members and locums are competency
assessed before providing services to clients and that they attend
corporate induction within the first 1month of starting for FTEs and 1
week for Locums.
- Discipline
of team: Take immediate and appropriate action in the event of misconduct
or serious underperformance of team members, seeking support from People
& Development Department as required and ensuring action is in line
with MSK’s HR policies.
- Communication:
Put in place mechanisms for effectively communicating with team members
ensuring that the approaches used provide opportunities for two-way
discussion. Promote a feedback culture within the team.
- Learning
and development: Create a learning environment to ensure your team members
have the appropriate skills to deliver service excellence; assess and
forward plan for training needs, getting appropriate support from the MSK
Learning & Development function and ensure attendance on
mandatory/planned courses.
- Personal
development: Actively take responsibility for own development including
ownership of own training and keeping skills and knowledge up to date,
seeking support as required.
Management and accurate documentation of all services
rendered
- Maintain
accurate, complete client records on the Electronic Health Record (EHR)
- Ensure
all client information is always kept confidential and stored
appropriately
- Collate
all activity data in an accurate and timely manner for internal and
external reporting purposes
- Analyse
activity trends and ensure performance targets are achieved, pro-actively
identifying and implementing opportunities for improvements
- Assist
in the collection of client feedback data
- Refer
clients promptly when needed
Effective participation and support of the centre team both
in quality assurance and promotional activities
- Offer
quality services including the full spectrum of MSI Reproductive Choices
services
- Ensure
proper use of medical equipment and supplies and notifies Hospital Manager
of repairs, maintenance or replacements of equipment and instruments
- Report
all major and minor incidents within 24 hours
- Actively
promote the work of the centre in order to generate demand for the
services, e.g. educational and awareness-raising events.
- Positively
promoteMSI Reproductive Choices Kenya as a leading, quality provider of
reproductive & sexual health services.
- Undertaking
other professional responsibilities assigned or delegated by the
supervisor.
Knowledge, skills and attitudes
Qualifications:
- Bachelor’s
Degree/Diploma in health related (nursing/clinical medicine)
- Must
be registered with the registering Council of the profession and possess a
valid Practice License.
- At
least 4 years working experience as a service provider in a reputable
hospital/medical facility.
- Business
and management training will be an added advantage
- Training
and practising knowledge of Sexual Reproductive Health (FP-LARC and PAC)
will be an advantage
Skills:
- Proven
clinical experience and demonstrable commitment to learn and develop
skills
- High
regard for confidentiality and demonstrable integrity
- Commitment
to excellent client care and the delivery of client-focused services.
- High
level of attention to detail
- Team
leadership skills: effective delegation, supervision, coaching and
motivation.
- Communication
skills: to convey message clearly and concisely, in a manner appropriate
to the target audience both in writing and verbally
- Financial
skills: understand and use financial information such as balance sheets
and profit and loss accounts to inform business decision making
- High
level of professionalism and management of clients
- Team
player who accepts constructive criticism and is comfortable with giving
constructive criticism.
- Ability
to remain calm under pressure
- Ability
to work flexibly to meet service needs
Service Provider- Clinical Officer
We are seeking to recruit a Clinical Officer who will be
part of the Commercial Services Department and who will report to the Centre
Manager. The purpose of this role is to provide quality clinical services to
MSI Reproductive Choices Kenya clients to achieve the highest level of client
experience and financial performance goals of the clinic.
Pharmaceutical Technologist
We are seeking to recruit a Pharmaceutical Technologist who
will be responsible for performing tasks related to dispensing pharmaceutical
products and stock management responsibilities, which include receiving of
goods, storage and distribution of goods and will be required to liaise and
work closely with the Procurement Team to ensure that the Centre’s stock management policy is adhered to and core
objectives of MSI are achieved