Clinical and Operational Manager M/w/x
il y a 3 semaines
**Description de l’entreprise**
ICAS International is a leading global provider of 24/7/365 wellness services that take care of the physical and mental health of client's employees, in 155 countries globally.
ICAS' vision is for businesses of all sizes to have an optimally functioning workforce who cares for a business that cares for them.
Through our vast international network, and over 35 years experience, we provide a consistent service at every location, supporting more than 1500 companies while offering services to over 6.3 million people and their families.
All employee or member services and client relationship management and support is offered primarily in a local language and delivered in-country. No other provider understands local culture and regional variations as well as we do. Whatever the country, the issue or challenge, our services will meet the needs of a diverse population and are relevant and appropriate to the gender, cultural, religious and linguistic requirements of every employee and their family. All our psychologists and mental health professionals are based in-country and we generally do not expect our clients to travel more than 45 minutes or 30 miles to visit them in their consulting rooms.
We are aware that a crisis can happen at any time. That's why our teams are placed in local offices and provide expert led services 24 hours a day, 7 days a week, 365 days a year to employees and their immediate family.
**Description de la fonction**
The ICAS Belgium team is looking for an experienced Clinical and Operational Manager who would establish and manage our clinical operations within the country.
The role is a permanent five (5) day a week role and its location is independent.
**Purpose of the Job**:
The Clinical and Operational Manager will be responsible for all aspects of the operation related to day-to-day service delivery and staff management, governance and clinical quality, with the aim of ensuring that the EAP services provided to our customer base is aligned to our International Global Standards.
**Requirement and Qualification**:
- Fluent in French and/or Dutch (preferably both)
- Relevant clinical qualification. Preference will be given to a qualified Psychologist.
- Registration with all relevant local medical / psychological councils
- Minimum of 5 years management working experience within the EAP operations environment
- Minimum of 10 years working experience within the EAP field
- Must be able to demonstrate good operational competence and insight into operations management.
**Description du profil**
**Primary Responsibilities**:
- Ensure that our clinical services are delivered in line with our global standards and within the SLAs of customers.
- Work with the Head of International Governance to ensure that clinical standards are upheld and meet the required standards.
- Develop and maintain all necessary governance, training, clinical protocols, and operational manuals and documents
- Must be able to analyze operational functioning of the business and provide regular management reports and metrics.
- Leading, developing, motivating and inspiring the team and individuals to maximize performance.
- Coach and mentor team members to perform.
- Implement and maintain systems to ensure accurate data management and service delivery within client expectation and contractual SLA.
- Daily on-the-job assistance provided to case consultants and administrators.
- Assist with Senior Clinician duties after hours including carrying the senior clinician phone and weekends where required.
- Report and manage absenteeism, sick leave, annual leave, and clinician time keeping.
- Ensure that there is always adequate clinical coverage to meet SLAs and assist with shift rosters where appropriate.
- Must successfully manage the development and growth of the department through training of new staff, and ongoing refresher training for all staff on latest developments where required.
- Manage projects efficiently and effectively providing accurate feedback where necessary within turnaround times.
- Conduct Case reviews for compliance with internal standards of operations to ensure service quality.
- Plan and execute performance management through effective goal setting that is in line with objectives and quarterly measurement of each subordinate. Provide meaningful performance feedback (within deadlines) and recognize employee efforts. Submit ratings and documentation to manager within deadlines.
- Monitor costs as per departmental benchmarks.
- Assist with projects as required (e.g. consulting, report writing, ad hoc client company requests etc)
- Assist with management of complaint or high profile cases as necessary.
**Skills and Attributes**:
- Ability to manage and support clinical and administrative staff and provide supervision as and when required.
- Strong operational management skills including resource planning and forecasting.
- Ability to work within a team and
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