BusinessCompetences
Going back in time one of the things I wanted to do was map the organisational areas and try and define what areas of competency there was in each area to define which ones to focus on to get the biggest impact on the business.
I found it quite useful as it enabled me to think logically about each area and to give me clarity on what levers to pull. For example in operations the conclusion I reach was two big levers. 1) Doctors Time Treating and 2) Getting Diagnosis Right. So anytime a business case comes for improving diagnosis like AI in radiology, mobile USGs etc and things like automated scheduling, voice to text etc will always get my support. Whilst these are dated they may be some inspiration and also enable you ask?
What are the competencies in my area and which ones make the biggest difference to my financial model or satisfaction levels ?
SALES & MARKETING HIGH LEVEL STANDARD COMPETENCY MODEL
ANALYSIS & INSIGHT
- Property Management
- Space Management
- Schedule Management
- FFS Supply Managenent
- Network Management
- Clinic design (Pharmacy Referals)
PRODUCT AND SERVICE MANAGEMENT
- Utilisation
- Untilisation Frequncy
- Pricing
- Unit cost
- Material cost
- Slots per hour
- No show
- Consumables
- Case Management/Care Coordination
- Heavy Dignostics usuage
- Waste Management
MARKETING
- Brand
- Trade
- Customer
MARKETING METHODS
- Newsletters
- Remarketing
- e-mail Marketing
- Articles
- Advertisements
- Webinars
- Podcast
- Video advertising
- Infographics
- Paid Search
- Referral program
- Organic Search
- Web Content
- Specialist sites (landing pages)
- Blogs
- Vlogs
- PR
- Free Ebooks
- Data sheets
- Case Studies & Testimonials
SOCIAL CHANNELS
- You Tube
- Twitter Linkedin
SALE PROCESS
- CRM
- Sales Process
- Training
- Account management
- Coaching
- Forecasting
- Pipeline management
CHANNEL MANAGEMENT
- B2B Sales
- Strategic Accounts
- Field Sales
- Telesales
- Broker Sales
- Affinity Sales
B2C SALES
- Direct Sales
- Telesales
- FFS Sales
- Store
- Mediclub
- Retention team
TALENT MANAGEMENT
- Staff planning & recruitment
- Hiring and on boarding
- Retention repositioning and replacement
- Compensation and Reward
- Performance management
SALES MARKETING HIGH LEVEL DIGITAL COMPETENCY MODEL
CUSTOMER AQUISITION
- SEO
- PPC
- Partnership/Affiliation
- Email Marketing
- On line PR
- Off line Campaigns
CUSTOMER CONVERSION
- Product development
- Content creation
- Content Management
- Merchandising
- Site usability and accessability
- Design and development
- Customer Service
CUSTOMER RETENTION AND GROWTH
- Proposition development
- Outbound communication
- Email marketing
- Customer management
- Customer Journeys
- Loyalty programs
- Personalisation
INFRASTRUCTURE
- Website design
- Ecommerce platform
SUPPORTING PROCESS
- Performacne info
- Web analytics
- Customer analysis
- Guideline and procedures
- Technical infrastructure performance
OPERATIONS
Consumer Need
- What is wrong with me?
- What treatment is needed?
- Who can treat me?
- Where can I go to get treatment?
- Who is the best person to see?
Directing
- Symptom Checker
- PFM
- Entitlement
- Triage/Health line
Booking Solution
- Emergency
- Self Care
- E Care
- TeleMed/Tel Visit
- Pharma Care
- Avatar care
- Ask Doctor Nurse
- Physical Visit
- Home Health
Service Experience
- Parking
- Welcome
- Self check in
- Waiting management
- Dr Welcome
- Follow up & Exit
Diagnosing
- Lab Test
- Lab Test Results
- Diagnostic test
- Heavy Diagnostics
- Mobile Devices
- Point of care
Treating
- Prescriptions
- Therapy
- Day case
- Inpatient treament
- Care Pathways and PFM
- Specialist treatment Solutions
Post Treatment
- Payment
- Management
- Disease Managenent
- Follow up Management
- Prescription Management
- Mobile treatment monitoring
PEOPLE HR HIGH LEVEL COMPETENCY MODEL
RECRUITMENT
- Attraction
- Branding/advert/Fairs/People get people/Agency/Headhunting/Linkedin/
- Competition mapping
- Internal Promotion
- Fexibility
- Full/Part time/Term time/Night Shift/ Home workingg/Annualised hours
- Old/Disabled
- Work life balance
- Assessment
- Secure
RECRUIT DRS
- understanding how to be more attractive as a employer (model of employment)
- building a map of talented/well recognized doctors in market, how to find proper one
- building motivation system for doctors
- how to build long term loyalty,
not only based on how much we pay - development model for doctors
PAY ME
- Contract
- Occupational health
- Job description
- Health and Safety
- Assessment of performance
TRAIN & DEVELOP ME
- Obtaining free resources (interns/EU money)
- Recruitment
- Cultural development
- Medicover me
- Modern
- Understands the business and the businesses needs
- Proactive – ahead of the game
- Takes responsibility leaves no gaps
- Standards and behaviour and delivery in HR
- Benchmarking and learning from others
- Creative and innovative
- Cost efficient per employee (KPis)
PROMOTE ME
- Succession planning
- Role hierarchy and Promotion path
- Opportunity for all
REWARD ME
- Pay
- Pay rises
- Annual Bonus
- One off Bonus
- Benefits
- Promotion
- Recognise me – Braco/EOY
- Environment – funky office
INFORM ME
- Managers briefings
- Internal Communication
- Forums
- Conferences
- Newsletters
- Posters
- Campaigns
- Communication app
MEDICOVER ME
- Our values
- Caring for you is all we do
- Foundation
- Challenge the status quo
- Business ambition not personal ambition
- Working as one team for the customer and with one overail financial view – No silos
- Open/Non defensive/No ego/Optimal/ Customer centric/Teamplayer/Honest/ Hardworking
BUSINESS HR HIGH LEVEL COMPENTENCY MODEL
MANAGEMENT
- System and process development
- KPis and standards
- Organisation of standard programs (Pay/Bonus/ Succession Plan/Talent/ Management/EOY, etc.)
- Works council management
- Conflict management
- Digitization – reduction of administrative effort for employees
and admin staff - Outsourcing – outsourcing some HR services strategically
- Organisational Development – Gaps and overlaps
BEST IN CLASS
- Obtaining free resources (interns/EU money)
- Recruitment
- Cultural development
- Medicover me
- Modern
- Understands the business and the businesses needs
- Proactive – ahead of the game
- Takes responsibility leaves no gaps
- Standards and behaviour and delivery in HR
- Benchmarking and learning from others
- Creative and innovative
- Cost efficient per employee (KPis)
PLANNING
- What roles, where in the business, when needed at what cost
- What are the future roles needed where and when
- Analytics shared with business leaders
ENVIRONMENT
- Best practise in the market place
- Law changes benchmarking
- Office, modern, quotes on walls, exercise equipment, tele booths, meetein places
REPORTING
- Tournover
- Absence sickness
- Cost of recruitment
- Disciplinary action
REPORTING
Location Management
- Property Management
- Space Management
- Schedule Management
- FFS Supply Managenent
- Network Management
- Clinic design (Pharmacy Referals)
Resource Management
- Dr Efffectiveness
- Medical Retention
- Medical Recruitment
- Schedule Creation
- Demand/Supply
- Extra visits
- WFM
- Knowledge Management
- Training and Development
- SOPs
Cost Management
- Utilisation
- Untilisation Frequncy
- Pricing
- Unit cost
- Material cost
- Slots per hour
- No show
- Consumables
- Case Management/Care Coordination
- Heavy Dignostics usuage
- Waste Management
Self Service Tools
- MOL
- MOB
- Avatar
- E Care
- Precription orders
Network Management
- Pre Authoridation
- Entitlement
- Access/Design
- Price
- Frequency
- Specliased networks
- Contract compliance/Fraud
- Tendering
Revenue Generation
- FFS
- Pharmacy Referrals
- Fertility Referrals
- Reha Referrals
- Go Referarls
- Hospital Referrs
- Vision Referrals
- Dental Referrals
- Vaccinations
- Screenings
Customer Feedback
- CSAT
- NPS
- Complaints
- Social Media
Quality Management
- ISO
- Clinical outcomes
- Lab test benchmarking