Wellness Card V Clinic & HHC Supervisor

About the Role

Nahdi Medical Co. is seeking a Wellness Card, V-Clinic, & HHC Supervisor to oversee operations related to Wellness Card, Home Healthcare, and V-Clinic services within assigned regions. This full-time role focuses on ensuring key performance indicator (KPI) and Net Promoter Score (NPS) targets are met while maintaining high team performance and guest satisfaction. The supervisor will also collaborate with stakeholders to deliver premium guest experiences.

Key Responsibilities

• Supervise the end-to-end process flow for Wellness Card and Home Healthcare operations, ensuring adherence to policies, procedures, regulatory requirements, and NCC standards.
• Manage and coach Coordinators through performance reviews, goal setting, feedback, and recognition to achieve company objectives and guest satisfaction.
• Monitor and report team performance against KPIs and NPS, implementing corrective actions as needed.
• Ensure team awareness and compliance with all relevant policies, procedures, regulatory requirements, and NCC standards.
• Identify and implement process improvements to enhance operational flow and guest experience.
• Respond to and follow up on all Wellness Card, Home Healthcare, and V-Clinic complaints and inquiries as a first-level support.
• Monitor Wellness Card, Home Healthcare, and Telemedicine process flows through regular checks, reporting, and auditing to ensure compliance.
• Provide regular reports, including summaries of quality checks and resource allocation, for management review.
• Deliver detailed reports on SLA compliance to senior management and propose areas for improvement.
• Suggest process improvements, new offers, and service quality enhancements to optimize guest experience and revenue.
• Promptly resolve problems or concerns related to processes, systems, and KPI achievement.
• Provide regular updates on Wellness Card, HHC, and V-Clinic performance, taking corrective actions when necessary.
• Track guest schedules to optimize care delivery and ensure adherence to HHC visit schedules.
• Identify and report potential risks to guest safety, satisfaction, or operational workflow, and implement improvement actions.
• Recommend new technology opportunities to maximize profit and guest experience.
• Utilize systems to achieve optimal resource utilization.
• Monitor and evaluate service quality, implementing improvement initiatives and ensuring adherence to policies.

Qualifications and Requirements

• Education: High school diploma.
• Experience: 2-5 years of experience in a similar position.
• Computer Skills: Proficiency in MS Office Suite.

Work Environment

The role primarily involves indoor work (90%), with a smaller component of outdoor activities (10%).