Operations Manager

Operations Manager

Focus Clinical and Diagnostics Center

Management & Business Development

Today

Easy apply

New

Featured

Nairobi

Full Time

Healthcare

Confidential

Share link

Share on WhatsApp

Share on LinkedIn

Share on Facebook

Share on Twitter

Share via SMS

Job summary

Under the direction of the Directors and Senior Management, the Operations Manager is responsible for providing coordinated operational leadership across all Focus Clinical and Diagnostic Centre branches. The role ensures that branches operate efficiently, consistently and sustainably; that patient experience and service quality are maintained; that resources are properly utilized; and that management receives timely, accurate and actionable operational information for decision-making.

Min Qualification:

Bachelors

Experience Level

Mid level

Experience Length

5 years

Language Requirement

English

Working Hours:

Full Time - 8 to 5

Applicant Location

Nairobi, Kenya

Job descriptions & requirements

Reports To

Directors / Senior Management

Duty Station

Head Office, with responsibility across all Focus branches

Department

Operations

Supervisory Scope

Centre/Branch Coordinators and operational/support teams as assigned

• JOB PURPOSE

Under the direction of the Directors and Senior Management, the Operations Manager is responsible for providing coordinated operational leadership across all Focus Clinical and Diagnostic Centre branches. The role ensures that branches operate efficiently, consistently and sustainably; that patient experience and service quality are maintained; that resources are properly utilized; and that management receives timely, accurate and actionable operational information for decision-making.

• KEY RESPONSIBILITIES AND ACCOUNTABILITIES

2.1 Multi-Branch Operations Management

• Plan, organize, coordinate, monitor and control the day-to-day operations of all Focus branches.

• Ensure consistent implementation of approved policies, SOPs, service standards and management directives across all branches.

• Conduct regular branch visits, operational reviews and spot checks; identify gaps and ensure corrective actions are implemented and followed through.

• Coordinate Centre/Branch Coordinators and ensure clear accountability for operational targets, staffing, customer service, supplies, revenue controls and facility readiness.

• Escalate significant operational, clinical-support, financial, staffing, technology or compliance risks to Senior Management promptly.

• Support the opening, commissioning and stabilization of new branches and introduction of new services.

2.2 Performance Management and HIMS Reporting

• Use the Hospital Information Management System (HIMS) and other approved information systems as key tools for monitoring branch performance and supporting management decisions.

• Generate, review, interpret and present HIMS reports as may be required by the Directors or Management, and ensure that reported information is complete, accurate and submitted within agreed timelines.

• Work with IT, Finance, Clinical, Nursing, Laboratory, Pharmacy and other departments to improve data quality, system utilization and accuracy of operational reports.

• Follow up unusual trends, variances, missing data or exceptions identified from HIMS reports and coordinate appropriate corrective action.

• Maintain operational dashboards and branch scorecards covering agreed Key Performance Indicators (KPIs) and Key Management Indicators (KMIs).

2.3 Required Operational Reports

• Prepare consolidated and branch-specific daily, weekly, monthly, quarterly and annual reports as required.

• Reports may include patient volumes and trends; clinician productivity; laboratory, radiology, pharmacy and other diagnostic/service volumes; referrals; waiting/turnaround times; patient satisfaction and complaints; revenue and collection summaries; payer/insurance/corporate client activity; utilization of services; branch productivity; staff productivity; stock and supply exceptions; and other HIMS-derived reports requested by Management.

• Prepare monthly operations reports highlighting achievements, underperformance, major variances, risks, corrective actions, responsible persons and timelines.

• Provide comparative branch performance analysis and recommendations for operational improvement.

2.4 Patient Experience and Service Delivery

• Ensure high standards of patient-centered service across all branches.

• Monitor patient flow, waiting times, service bottlenecks, complaints and service recovery actions.

• Handle or coordinate resolution of patient/client complaints within delegated authority and ensure recurring issues are addressed systemically.

• Coordinate departments to ensure timely delivery of laboratory results, diagnostic services, pharmacy services and other patient-support functions.

2.5 Human Resource and Staff Coordination

• Work with HR and departmental heads to determine staffing requirements based on workload, service demand and branch growth.

• Coordinate staff deployment and scheduling across branches to support service continuity and efficient use of human resources.

• Supervise and coach Centre/Branch Coordinators and support performance appraisal, performance improvement and staff development processes.

• Promote teamwork, accountability, professional conduct, customer orientation and adherence to organizational policies.

2.6 Financial and Cost Control