Giám đốc vận hành Phòng khám quốc tế ( COO)

Job Purpose
To lead, manage, and optimize all clinic operations in accordance with international standards, ensuring operational excellence, high service quality, outstanding patient experience, business growth, effective risk management, and full compliance with applicable healthcare regulations.
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I. KEY RESPONSIBILITIES
1. Operations Management & Execution
• Oversee and manage all daily operational activities to ensure smooth, efficient, and safe clinic operations.
• Supervise the performance and execution of all non-medical departments and staff.
• Establish and monitor operational KPIs on a weekly, monthly, and quarterly basis.
• Optimize workflows to reduce patient waiting time, improve service efficiency, and enhance patient experience.
• Ensure seamless coordination between Medical and Non-Medical teams.
2. Service Quality & Patient Experience Management
• Establish and maintain service standards aligned with international clinic practices.
• Monitor patient satisfaction indicators (CSAT, NPS, Complaint Rate, etc.).
• Directly manage or oversee the resolution of escalated customer complaints.
• Conduct Root Cause Analysis (RCA) and implement corrective and preventive actions.
• Drive continuous service improvement based on patient and customer feedback.
3. Business Development & Revenue Growth
• Actively participate in developing and executing plans to achieve revenue and sales targets.
• Collaborate with Marketing and Medical teams to develop and launch new services.
• Propose service models, patient engagement programs, and revenue enhancement initiatives.
• Monitor clinic utilization and operational productivity.
4. Operational Process Development & Governance
• Develop, review, approve, and continuously update SOPs (Standard Operating Procedures).
• Standardize operational processes in alignment with quality standards and legal requirements.
• Ensure adherence to established procedures across all departments.
• Lead regular internal audits and operational compliance reviews.
5. Risk Management - Safety - Compliance
• Coordinate with government authorities during inspections and regulatory activities.
• Ensure compliance with healthcare regulations, clinic operational requirements, and data privacy standards.
• Develop and oversee incident management and business continuity plans.
• Supervise fire safety, occupational health & safety, environmental compliance, and facility management.
6. Medical Collaboration & Clinical Support
• Work closely with the CMO to manage patient-related concerns and service issues.
• Establish effective collaboration mechanisms between Medical and Non-Medical teams.
• Participate in medical and clinical meetings when required.
• Support quality improvement initiatives related to clinical services and patient care.
7. Reporting & Executive Management
• Lead and facilitate regular Operations Division meetings.
• Consolidate and analyze operational performance data.
• Prepare periodic and ad-hoc reports for the CEO and Chairman.
• Provide data-driven recommendations and strategic operational decisions.