HEAD, REFERRAL BUSINESS CENTRE

GENERAL DESCRIPTION

The Head of Referral Business Centre (RBC) will manage and supervise all operations within RBC, which include pre- and post-analytical laboratory processes, outsource test management, Despatch Services, Customer Services, and Lablink Diagnostic Centre (Walk-in Centre). The role requires strong leadership in operations management, staff competency development, quality assurance, and client service delivery to ensure that the Centre runs efficiently, cost-effectively, and in alignment with organizational and regulatory standards.

JOB DESCRIPTION

1. Operations Management

• Manage and supervise the daily operations of the Referral Business Centre, ensuring high standards in service quality, turnaround time, and customer satisfaction.
• Coordinate activities across departments, providing operational and technical guidance to ensure seamless integration of services.
• Oversee laboratory outsourcing processes, dispatch operations, customer service activities, and the Lablink Diagnostic Centre.
• Monitor and control laboratory running costs, ensuring cost-efficiency and that staff are aware of cost-control measures.

2. Staff Management and Competency Development

• Ensure all staff are competent in the use of laboratory instruments, analyzers, and relevant manual laboratory techniques.
• Plan, conduct, and evaluate staff orientation, in-service training, and continuous programs across all staffing categories.
• Supervise staff performance, provide coaching and technical guidance, and ensure optimal staffing levels for operational needs.

3. Policy, Procedure, and Quality Assurance

• Document, implement, and periodically review policies and standard operating procedures (SOPs) to comply with organizational standards and regulatory requirements.
• Develop, implement, and monitor quality assurance systems to ensure continuous improvement and compliance with accreditation standards (ISO 9001, ISO 14001, OHSAS 18001, MSQH Hospital Accreditation, ISO 15189).

4. Compliance, Safety, and Risk Management

• Promote and enforce compliance with occupational health and safety practices, including safe handling of hazardous materials and emergency response protocols.

5. Reporting and Special Projects

• Regularly report operational, quality, and financial performance to management.
• Participate in internal audits and accreditation exercises as required.
• Execute any other tasks, projects, or initiatives assigned by Management to support organizational goals.

JOB REQUIREMENT

Education: Bachelor’s degree in a scientific discipline, preferably Bachelor’s in Biomedical Sciences.

Knowledge and Experiences:

• Minimum of 8–10 years of experience in business operations, healthcare management, or laboratory services, with at least 5 years in a leadership or management role.
• Strong understanding of healthcare, laboratory diagnostics, or referral business operations.

Skills & Competencies:

Special skills required

• Knowledge of laboratory equipment, stock/supplies, Laboratory Information Systems (LIS), and their applications.
• Ability to work collaboratively and communicate effectively as appropriate for the needs of the clients and Lablink laboratories.
• Ability to analyze and develop guidelines, procedures, and systems to outline specific goals and implement plans to prioritize, organize, and accomplish tasks.
• Ability to manage a budget and work within the constraints of that budget.

Personal attributes

• High integrity
• Attention to Detail
• Time management
• Problem-Solving