Business Manager - Diagnostic Services

Job Description

Job Purpose

The Business Manager – Diagnostic's Directorate is responsible for ensuring operational efficiency, compliance with clinical protocols, patient safety, patient experience, and patient flow while embedding continuous improvement methodologies (e.g., Kaizen, Lean Six Sigma). Additionally, the Business Manager will serve as the Directorate Secretariat, ensuring effective governance, coordination of meetings, documentation, and communication within the directorate.

Core Responsibilities

Operational Efficiency & Patient Flow:

• Optimize scheduling, resource allocation, and equipment utilization to enhance patient throughput in diagnostic services (e.g., imaging, laboratory).
• Work with clinical teams to reduce wait times and improve turnaround times for diagnostic procedures and test results.
• Monitor and improve patient flow through the diagnostic process, from referral to reporting.
• Implement real-time data tracking to manage patient flow and optimize resource utilization.
• Coordinate with cross-functional teams to ensure seamless transitions between departments and diagnostic services.

Compliance with Clinical Protocols & Regulatory Standards:

• Ensure adherence to clinical guidelines, accreditation requirements (e.g., JCI, national health regulatory bodies), and patient safety protocols specific to diagnostic services.
• Conduct regular audits and compliance reviews to assess adherence to diagnostic testing pathways and reporting standards.
• Implement standard operating procedures (SOPs) and ensure all staff are trained on best practices in diagnostic testing and patient care.
• Work with the Clinical Director and Quality Team to drive continuous monitoring of patient safety indicators within the Diagnostics Directorate.
• Maintain robust documentation and reporting systems for regulatory compliance and hospital governance.

Patient Safety & Experience:

• Implement safety initiatives to reduce errors in diagnostic testing, ensure proper equipment maintenance, and minimize risks to patients.
• Foster a culture of patient-centered care, ensuring clear communication, patient education, and timely communication of results.
• Address patient complaints and feedback systematically to improve service quality within the Diagnostics Directorate.
• Improve communication and coordination between diagnostic services and referring physicians to enhance patient experience and continuity of care.
• Work with the Quality & Patient Safety Team to implement incident reporting systems and root cause analysis for adverse events related to diagnostics.

Continuous Improvement & Lean Process Optimization:

• Lead Kaizen (continuous improvement) initiatives to eliminate inefficiencies and enhance service delivery within the Diagnostics Directorate.
• Conduct Gemba Walks to identify workflow bottlenecks and implement data-driven improvements.
• Use Lean Six Sigma principles to streamline processes and reduce waste (e.g., unnecessary patient transfers, redundant testing, delays in reporting).
• Implement real-time dashboards and KPI tracking to monitor performance and drive improvements.
• Develop and oversee staff engagement programs to encourage frontline participation in process enhancement within the Diagnostics Directorate.

 Secretariat & Governance Role for the Diagnostics Directorate:

• Serve as the secretariat for directorate meetings, ensuring proper documentation, agenda setting, and follow-ups.
• Prepare and distribute minutes of meetings, action logs, and status reports for the Clinical Director and COO.
• Maintain an up-to-date repository of key policies, SOPs, governance documents, and clinical guidelines for the Diagnostics Directorate.
• Ensure timely submission of reports, operational updates, and compliance documentation to hospital leadership.
• Act as a key liaison between clinical leadership within the Diagnostics Directorate and hospital administration, ensuring smooth communication and execution of strategic directives.
• Coordinate cross-departmental meetings and performance review sessions to track progress against key operational objectives within the Diagnostics Directorate.

Qualifications

Educational Requirements:

• Bachelor’s degree in business administration, Healthcare Administration, or a related field is preferred.
• Master’s degree in Healthcare Administration, Business Administration, Operations Management, or related field.

Professional Requirements:

• Certification in Management is an added advantage.

Experience Requirements:

• Minimum 5–7 years of experience in hospital operations, service management, or business management in a healthcare setting, preferably with experience in diagnostic services.
• Experience implementing Lean Six Sigma, Kaizen, or other process improvement methodologies.
• Proven experience in committee/secretariat roles, governance support, and documentation management.

Knowledge Requirements:

• Basic understanding of medical terminology.
• Knowledge of healthcare regulations and best practices.
• Familiarity with medical office procedures and protocols.
• Knowledge of customer service principles and techniques.
• Basic understanding of office equipment and software.
• Strong knowledge of clinical governance, patient safety, and regulatory compliance in diagnostic services.

Skill Requirements:

• Excellent written and verbal communication skills. Strong interpersonal and customer service skills.
• Strong organizational and time management skills with the ability to prioritize tasks and meet deadlines.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), and other relevant software applications.
• Accuracy and speed in data entry and data management.
• Excellent customer service orientation with the ability to handle patient inquiries and concerns professionally and empathetically.
• Data analysis and performance tracking skills to drive decision-making.

Personal Abilities:

• Ability to empathize with patients and their families.
• Shares the AMCE’s vision.
• Meticulous attention to detail in all aspects of patient care.
• Ability to manage stress and work under pressure.
• Ability to adapt to changing circumstances and unexpected challenges.
• Commitment to continuous learning and professional development.
• Proactive and results-oriented approach to work.
• Strong teamwork and collaboration skills.
• Ability to maintain confidentiality of patient information.

Additional Information

African Medical Centre of Excellence, Abuja (AMCE Abuja) aims to be an Employer of Choice, providing equal opportunity for everyone regardless of their background, gender, race and other protected characteristics.