Centre Manager
Position Circumstances
- Career Category: Health/Medical, Exec. / Management
- Schedule:Full-time
- Salary: Negotiable
The Centre Manager will oversee the day-to-day aspects of MSI Cambodia clinic operations, ensuring our safe abortion, contraception and other sexual reproductive health (SRH) services are delivered to the highest standard of clinical quality and client-centred care. The Centre Manager will manage clinic performance, ensure adherence to MSIC standards and compliance, manage the clinic budget, build and maintain partnerships, implement marketing activities, oversee stock management and ensure an excellent client experience. He/She will lead the clinic team made up of healthcare providers, cleaners, receptionists and security guards, including arranging the clinic roster and managing staff in their assigned duties and responsibilities. In addition to being accountable for all centre operations, the Centre Manager will also be required to deliver MSIC services when required.
Reporting to: Centre Manager
Contract Type: UDC
Probationary Period: 3 months
Level of contact with children: Direct
Duties & Responsibilities:
- Centre operations and administration
- Ensure the centre adheres to the MSIC centre operations manual, policies and procedures which includes finance, stock and product quality management, client information management and client data privacy.
- Work with the MSIC support office team in Phnom Penh, including finance, procurement, IT and marketing to implement and/or manage related activities
- Manage centre costs including daily/weekly/monthly expenses, medical supplies, and other relevant costs.
- Ensure the centre adheres to MSIC stock management systems and processes.
- Ensure centre materials, furniture and equipment are well maintained and calibrated regularly.
- Manage, monitor and submit required reports to health financing partners including public and private health insurance companies.
- Conduct monthly meetings to discuss centre operations, performance and clinical quality following the terms of reference and agenda set by the MSIC clinical and operations team.
- Performance management
- Ensure the centre achieves key performance indicators (KPIs) in accordance with the MSIC annual business plan
- Review and monitor progress against each KPI and address any underperformance by implementation of and monitoring of corrective action plans
- Understand and analyze information using the MSIC client-information system and make informed decisions to improve centre performance
- Discuss performance and action plans with the centre team during the centre monthly meeting
- Implement and monitor activities as per annual centre plan
- Clinical quality
- Ensure that centre service delivery adheres to all MSI, MSIC and Royal Government of Cambodia’s policies, guidelines and clinical standards.
- Fully understand and be familiar with the content and application of each MSI/MSIC policy and guideline
- Ensure the centre scores adequately during its internal and external clinical quality assessments, including making sure action plans from assessments are completed on time.
- Report and manage clinical incidents in accordance with the MSI Incident Management policy and guidelines.
- Review and discuss the MSI/MSIC clinical quality assessment checklist with the centre staff regularly
- Conduct spot checks with centre staff based on the clinical quality assessment checklist
- Work with the MSIC Clinical Team to implement new guidelines, making sure that all centre teams are aware of any new protocols, memos and information and comply accordingly
- Provide technical support and training to centre staff in accordance with MSI/MSIC clinical policies and guidelines
- Client-centred care
- Ensure clients receive accessible, affordable, quality assured, confidential, non-judgmental, ethical and comprehensive safe abortion care, contraception and other sexual and reproductive health services.
- Always ensure positive client experiences at the point of service delivery
- Ensure the centre ‘look and feel’ compiles to MSI guidelines and the centre is kept tidy and well maintained
- Implement and monitor client feedback mechanism and respond to/manage feedback/complaints immediately or as per agreed timeline.
- Provide services based on the need and client flow
- Marketing
- Work with the MSIC marketing team to develop a centre marketing plan to increase awareness and service uptake among potential and existing clients
- Implement and monitor activities as per marketing plan. Raise new ideas and innovative marketing activities not included in the plan with MSIC
- Conduct market assessments regularly. Know and understand your competitors and observe trends in your coverage area
- Build and maintain partnerships with government and other relevant stakeholders
- HR and staff management
- Develop OGSMs (objectives, goals, strategies and measures) for the clinic annually
- Develop OGSMs for each staff. Monitor progress and review individual performance regularly
- Manage centre teams to carry out day-to-day clinic activities and service delivery.
- Ensure clinic staff have updated/valid medical licenses/certificates
- Train clinic staff on relevant topics such as cross-selling, client-centred care, communication skills and other technical and non-technical areas
- Ensure clinic staff understand and follow MSIC policies
- Ensure roster system is being implemented effectively
Expected Profile of Candidates
Languages:
- Khmer - Fluent
- English - Medium
Qualifications:
- Bachelor's Degree
Skills & Knowledge:
General & Technical Skills
- Licensed medical doctor
- Fluent in Khmer both oral and written (high level)
- English oral and written (medium level)
- Knowledge on managing clinic operations
- Experience in sexual and reproductive health and/or maternal and child health
- Supervision and management of medical and non-medical team in performing quality clinical services
- Good grasp of the private health sector
- Client-focused with good interpersonal skills to engage with people of all levels
- Computer literate in Ms. Office software-Word, Excel, PowerPoints, Outlook, etc.
- Analyse and make informed decision based on the given information
- Excellent leadership and management skills
- Competent in communication skills including timely
- E-mail correspondence, internal staff information sharing, and provide feedback to support office
- Implement policy and guidelines with minimal support
- Good English (written and spoken) is preferred
Soft Skills
- Strong supporter of sexual reproductive health rights for all men/women, including access to abortion services
- Honest and transparent
- Result oriented and has business mindset
- Able to lead and work as part of a team
- Adaptable and flexible, including changes in the work schedule
- Be proactive and lead by example
- Able to work in a pressured environment
Midwife Centre (3 Positions)
Position Circumstances
- Career Category: Health/Medical
- Schedule:Full-time
- Salary: Negotiable
Midwife in Centre will assist and work closely with the Centre Manager at Marie Stope Centre to provide general day-to-day excellent service delivery support to the clinic, including ensuring and assisting the Centre Manager with clinic administration responsibilities. This role requires strong team work and also plays an important part in ensuring the success of the clinic.
Location: Kampong Speu (2), Svay Rieng (1)
Reporting to: Centre Manager
Contract Type: UDC
Probationary Period: 3 months
Level of contact with children: Direct
Duties & Responsibilities:
- Ensure all clients receive a full end to end client experience following all Marie Stopes policies and operational guidelines for full client satisfaction.
- Provide high quality service provision to all clients with full rank of SA/FP service in a friendly manner and in accordance with Marie Stopes clinical protocol guidelines.
- Actively communicate with clients for follow up services, in particular follow up on post abortion family planning (PAFP) services.
- Admit clients, informing and advising them of Marie Stopes Services appropriate to their needs through best client counselling practices and cross-service approach.
- Ensure clients are informed and fully counselled on possible treatment and family planning options.
- Provide correct diagnosis and treatment recommendations for clients, where required seek advice from the Center Manager.
- Promote and implement “vocal local” to minimize client nervousness.
- Administer other drugs/treatments to clients who have a need based on the planned procedure.
- Assist in the recovery area and observation of clients post-procedure
- Recognize any complications or side effects of medications or treatment
- Follow Marie Stopes incident management policies for all clinical complications
- Practice and promote ‘universal precautions’ at all times-ensure all waste is disposed of as per Marie Stopes guidelines.
- Promote and enable clients to provide confidential feedback to assist in improving our service.
- Ensure sterilization room and all equipment Is arranged properly, ensure all instruments are sterilized as per protocols.
- Ensure QA job-aids, IEC and Pricing Boards are implemented and maintained.
- Ensure the Autoclave machine is used properly and maintained following instructions and the schedule
- Efficient Centre Administration
- Ensure all relevant client records are completed accurately, and client consent forms are completed before any service provision commences.
- Ensure client files are handled and stored in a confidential manner.
- Responsible for EHR-client information center in data entry and assist in ensuring reports and client records are up to date.
- Support flexible work hours based on the need and number of clients and ensure roster system is being implemented effectively.
- Ensure suppliers used including drugs and materials are being used in the right manner and properly recorded and dispend in HER properly and regularly.
- Assist Centre Manager in maintaining accurate stock records including stock cards and stock takes.
- Where requested assist the Center Manager in month and reporting.
- Follow the Centre Operations Manual in regards to full centre administration.
- When needed, assist other team members with cleaning duties, sterilization duties, cover for reception/other team members.
- Participate in annual clinic cleaning program to ensure clinic remains tidy at all times.
- Proactively follow work plans to achieve daily, weekly, and monthly services delivery target.
- Actively participate in weekly clinic meeting to review and analysis results and develop key action to increase more income, more client, and productivity.
- Assist Acting Centre Manager in follow up with internal and external quality assurance feedbacks and implement recommendations to increase quality score each year.
- Based on marketing plans approved by support office implement community demand promotions out of clinic to increase services and awareness of clinic.
- Where requested and supported by Marketing Manager, conduct interviews, attend key stakeholder meetings.
- Follow MSIC’s Centre Operations Manual at all times.
Expected Profile of Candidates
Languages:
- English - Good
Qualifications:
- Bachelor's Degree
Work History:
- Previous experience as a Secondary Midwife or Medical Assistant for 2 years
Skills & Knowledge:
General & Technical Skills
- CAC training, ST, LTFP training and experience
- Valid midwife council
- Client-focused with good interpersonal skills to engage with people of all levels
- Computer literate in Ms. Office software-Word, Excel, PowerPoints, Outlook, etc.
- Analyse and make informed decision based on the given information
- Implement policy and guidelines with minimal support
- Good English (written and spoken) is preferred
Soft Skills
- Strong supporter of sexual reproductive health rights for all men/women, including access to abortion services
- Result oriented and has business mindset
- Able to lead and work as part of a team
- Adaptable and flexible, including changes in the work schedule
- Able to work in a pressured environment
Cashier and Receptionist Intern (2 Positions)
Position Circumstances
- Career Category: Business Administration, Internship, Accounting
- Schedule:Full-time, Short-term
- Salary: Negotiable
The Cashier and Receptionist Intern is responsible for providing general day-to-day admin and reception support to the clinic, including ensuring positive customer experiences, accurate record management and assisting the Centre Manager with clinic administration responsibilities. This role requires strong teamwork and plays an important part in ensuring the success of the clinic.
Location: Svay Rieng Province, and Ta Khmao
Reporting to: Centre Manager
Duration of the internship 6 months.
Level of contact with children: Direct
Duties & Responsibilities:
- Client Reception and Clinic Administration:
- Welcome clients to the clinic in a non-judgmental and friendly way.
- Always provide quality services to clients in a professional manner, with respect, patience and kindness.
- Answer the phone promptly within 3 rings, politely stating organization name and asking how you can help
- Ensure the waiting area is clean and in order
- Responsible for operation of TV and DVD machine ensuring it is clean, working and that it is on for client entertainment at an acceptable noise level.
- Ensure all IEC materials are in good order not torn. Ensure no newspapers are older that one week.
- Ensure all equipment is handled correctly and report to line manager if any maintain is needed. (all office equipment for receptionist/cashier only)
- Facilitate visitors to the clinic as per Centre Managers instructions.
- Promptly distribute mail and documents to staff.
- Assist guard to ensure the clients do not obstruct the entrance to the clinic with their motors or cars.
- Ensure client’s shoes do not obstruct the entrance
- Guide or bring client to the service’s room
- Client Registration
- Daily data entry of client visits information accurately entered into the EHR system
- Produce end of shit reconciliation report of data from the EHR system
- Extract weekly data reports from EHR and submit to Center Manager as requested.
- Check each client’s prescription and compare with the records in EHR to ensure the accuracy of the prescription provided.
- Cash Recording
- Manage and reconcile petty cash to ensure there is enough cash on site for miscellaneous expenses that occur in clinic.
- Ensure all cash is kept in a locked box in the safe, which is locked at all times. Ensure the cash is deposited regularly into the bank.
- Issue official receipts for all service payments.
- Accurately record and count services income daily and report to the total to Center Manager.
- Summit expenses and income report to the Finance Department at Head Office monthly.
- Teamwork
- Work with the Clinic team to contribute to the success of the Clinic, following the clinic operating procedures manual.
- Ensure strong teamwork and willingness to assist clinic team members in any task, even if not specifically written in this framework.
- Promote Marie Stopes in a positive way to external parties in the community.
- Attend all Clinical and non-Clinical trainings for personal development.
- Work by example and promote “One-Team, One Spirit” approach.
- Uphold all Marie Stopes policies including Anti-Fraud and Bribery and Child Protection.
- Uphold all Marie Stopes core values and lead by example.
- Other duties
- Provide vocal local support to clients as needed.
- Assist Infection Prevention Assistant to ensure equipment is appropriately sterilized
- Perform other duties as requested by the Centre Manager.
- Assist in ironing and lien when needed
- Assist the clinic team for conducting demand creation activities
- Lead client to providing service room after the registration
Expected Profile of Candidates
Qualifications:
- Bachelor's Degree in business administrator or studying in Year II, III or IV
Skills & Knowledge:
General & Technical Skills
- Computer literacy in Ms. Word, Excel
Soft Skills
- Demonstrate high level of ethical behaviour and trustworthiness
- Approachable with strong interpersonal & listening skills
- Be patient and willing to learn more
- Team Player
- Fully commit to MSI’s Vision and Mission
