Senior nurse OR / ER / ICU - COEO CO., LTD.

1.1 OPD System Planning and Standards

• Design the work structure and service processes in the outpatient department (Patient Flow Design), from registration, waiting to see a doctor, making appointments, and payment.

• Develop Standard Operating Procedures (SOPs), workflows, and a Service Manual for the OPD team in accordance with JCI or HA standards.

• Plan the use of the Hospital Information System (HIS) and related IT tools, such as queue systems and online appointment systems.

1.2 Customer Experience (CX) Design

• Design the patient journey mapping to ensure fast, convenient, and safe services.

• Establish Service Excellence standards for OPD personnel and front-desk and call center staff.

1.3 Team Development and Recruitment

• Define the OPD team structure, job descriptions, and KPIs for all team positions (e.g., OPD Nurse, Receptionist, and Call Center Staff).

• Recruit, select, and train OPD personnel to ensure readiness before the hospital opens.

• Plan a training program for patient and customer service. Care and HIS System Usage

1.4 System Testing and Preparation

• Collaborate with the IT and Facility teams to conduct real-world system testing (Simulation/Dry Run) of OPD operations.

• Inspect and prepare equipment, medical devices, and OPD space for readiness.

1.5 Work Plan and Report Preparation

• Prepare the OPD Operational Plan for the first 6-12 months.

• Coordinate with the Marketing team and Medical Director to prepare for OPD service launch and package promotions.

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2. Post-Opening Phase

2.1 OPD Operations Management

• Supervise the OPD team to provide services in accordance with quality and safety standards.

• Manage patient flow and waiting time to reduce waiting times and increase service efficiency.

• Manage doctor and examination room scheduling. Prepare for the growing number of patients.

2.2 Quality and Compliance Management

• Monitor operations to ensure compliance with HA or JCI standards.

• Analyze problems and develop service processes (Continuous Improvement / Kaizen).

• Conduct patient satisfaction surveys and analyze results for service improvement.

2.3 Team and Service Culture Development

• Continuously train and develop personnel skills, such as Patient-Centered Care, Service Mindset, and Complaint Handling.

• Supervise performance evaluations and set KPIs for OPD staff.

2.4 Data and Report Management

• Prepare reports on outpatient statistics, appointments, problems, and patient feedback.

• Analyze patient data to help plan service development and expansion.

2.5 Cost and Budget Management

• Develop and control the OPD department budget for efficiency.

• Manage resources, both personnel and equipment, for cost-effectiveness and adequacy.

2.6 Patient Relations Management

• Receive patient complaints and resolve them professionally.

• Work with the Marketing and BD teams to create positive patient experiences and satisfaction.

• Bachelor's or Master's degree in Nursing, Hospital Administration, or a related field

• At least 7-10 years of experience in OPD or outpatient department management (experience in a premium private hospital is preferred)

• Knowledge of Hospital Standards (HA/JCI), HIS systems, and Patient Flow Management

• Excellent planning, problem-solving, and communication skills

• Leadership and management skills for large teams (20-50 people or more)

• Good English language skills (listening, speaking, reading, and writing)

The "Ease Orthopedic Hospital" project was developed to meet the needs of Eastern residents and tourists by offering quality, accessible medical services, covering everything from prevention, treatment, rehabilitation, and health check-ups via the "Check Station" center. The hospital focuses on personalized care for the elderly with osteoarthritis, a high-growth population in the Eastern region, as well as those seeking bone and joint disease prevention, athletes seeking injury rehabilitation, regular exercisers, and working adults struggling with office syndrome. Using modern medical technology under the concept of "Integrated Care & Value-based Care" that emphasizes treatment results and efficiency in sustainable health care.