Job Description
Reporting Supervisor General Manager – Business Transformation
JOB SUMMARY
Identify organizational training needs from existing processes and patient complaints
Plan, manage and execute learning and development initiatives that are aimed at increasing employee effectiveness across the Bliss healthcare thus developing and upskilling employee skills and capability
Plan and execute Quality Assessment activities as per set standards and guidelines defined by management so as to meet quality standards to manage continuously improvement on patient Satisfaction Index.
Use of technology and user friendly means and processes to impart training and learning culture
Manage training budget
Develops a monthly/quarterly training and development plan in liaison with key stakeholders and the training partners with reference to the training needs assessments including the calendar and budget
Identify training needs
Manages the development of training modules and materials through research and in liaison with the training partners and other concerned product and service owner
Develop training Calendar
Manage and oversees the development and execution of Job knowledge quizzes to all staff to evaluate knowledge retention on products, services and service offering procedures and standards
Manages training materials
Oversees the execution of training plans and post training evaluation as provided by training partners on New hired staff and existing team ,refreshers trainings day to day training plan in line with the business changing products & services
Monitor and evaluate training programs
Participate in trainings & train of trainer carried out by partner and strategic stakeholders to ensure quality and seamless dissemination of information to all staff
Evaluate the trainings conducted by training team and maintain records of all training activities.
Obtains feedback from learners and managers on the quality and impact of executed training programs and prepares training evaluation and assessment reports
Provides administrative support to learning and development programs by managing training resources i.e. equipment’s, the learning center and related logistics
Perform any other duties that may be assigned by the supervisor
Key Result Area
Identify organizational training needs from existing processes and patient complaints
Plan, manage and execute learning and development initiatives that are aimed at increasing employee effectiveness across the Bliss healthcare thus developing and upskilling employee skills and capability
Plan and execute Quality Assessment activities as per set standards and guidelines defined by management so as to meet quality standards to manage continuously improvement on patient Satisfaction Index.
Use of technology and user friendly means and processes to impart training and learning culture
JOB REQUIREMENTS
Minimum Qualifications
Degree or Diploma Holder
Training Certification
Certificate in Customer / patient Service excellence will be an added advantage
Experience
2 years’ experience in a similar role
Must have worked within the organization for more than 6 months.
Qualities/ Skills
Good knowledge and understanding of patient behavior and patient insights
Excellent organizational and interpersonal skills
Advanced troubleshooting and multi-tasking skills
Ability to drive successful customer/patient experience and process improvement
Strategy focused and result oriented
Proficient computer skills
Awareness of industry’s latest technology trends and applications
High level of service quality and planning
Ability to think strategically and lead a team
Excellent communication (written and verbal) skills
Knowledge of healthcare compliance standards is
Understanding of Medical Delivery System / Hospital Process – preferred but not mandatory
Language Skills
Proficiency in English and Swahili