Clinic Operations Specialist

3 months ago

Auckland City, New Zealand Tend Full time

At Tend, we’re reimagining healthcare for New Zealanders by putting patients at the heart of everything we do. Tend operates nearly 20 GP Primary Care clinics across the country, in partnership with Better Health Group. Through the Tend app, our customers access our in clinic GP services, online GP care, book appointments, pay, get their consult notes & so much more

The Clinic Operations Specialist is pivotal in the smooth running of the clinics and delivering the exceptional customer experience that Tend prides ourselves on. You will be reporting to the Group Clinic Operations Manager (GCOM) to deliver the Tend strategy and Tend experience for our customers and team members.

Our vision is to make New Zealanders the healthiest people in the world. You will play a vital part in our clinical operations, by enabling the smooth, day to day operations of our Pakuranga clinic.

**Your typical day will include**:

- Drive best-in-class patient outcomes through co-ordinating the day to day operations of the clinic including first point of contact for clinician queries, patient escalations, facilities management and the day to day communication with our on-site team and the wider Tend network
- Optimising patient flow and ensure process changes are aligned with the change programme defined by the GCOM
- Supporting our on-site clinical and customer experience team, which includes the hands-on delivery of customer care when needed
- Appropriate support, escalation, reporting & compliance of all issues related to clinical operations, health & safety, customer care & onsite technology.
- Ensure that all staff members on-site are well supported to do their role and escalating any issues to the GCOM

**Key accountability areas**:

- Operational management
- Customer care and communication
- Strategic collaboration with on-site teams and wider Tend network
- Risk and compliance
- Facilities and supplier management.
- Strong organisational, problem solving and time management skills
- Excellent attention to detail and ability to multitask
- Exceptional interpersonal and communication skills
- Proficiency in using relevant software systems and platforms
- Empathy and patient-centric mindset
- Ability to handle challenging situations and resolve conflicts
- Experience in providing excellent customer service in a healthcare setting
- Team-oriented approach and collaborative mindset
- Experience in developing and maintaining clinical processes and procedures
- Understanding of incident reporting and mitigation planning
- Adaptable, resourceful, and able to work well under pressure.

**Experience Required**:

- Relevant experience in a healthcare or clinic setting, preferably in a similar coordination or administrative role
- Knowledge of cash reconciliation, medical claiming and billing, and Patient Management Systems systems would also be beneficial
- Experience in customer experience/service.

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