PCF Assistant Operations Manager

The Assistant Operations Manager supports the Operations Manager in ensuring the efficient, compliant, patient-centered, and results-oriented operation of assigned Primary Care Facilities (PCFs) and other business functions or projects as assigned by the Operations Manager.
The role serves as a key operational bridge between the Operations Manager, Branch Managers, Assistant Branch Managers, clinical teams, HomeCare/HCAs, other divisions, Division Heads, and support functions. The Assistant Operations Manager is responsible for translating operational plans into consistent execution across PCFs and other assigned business areas, identifying gaps early, coordinating appropriate interventions, and driving issues through to timely resolution.
The position may be delegated operational oversight of assigned PCFs, other business functions, or projects in the absence of the Operations Manager or Branch Manager, within the scope of delegated authority.

Key Responsibilities
1. PCF Operations Management
Assist in ensuring the daily readiness, efficiency, and smooth operation of assigned PCFs.
Monitor branch opening readiness, patient flow, staffing, facility requirements, equipment, supplies, and overall operational efficiency.
Conduct regular branch visits, operational reviews, and site checks.
Identify operational gaps and ensure that appropriate corrective actions are implemented within agreed timelines.
Coordinate with relevant departments on facilities, IT, procurement, finance, HR, compliance, and other operational requirements.
Ensure that PCFs consistently comply with approved processes, policies, service standards, and operating procedures.
Support the standardization and consistent implementation of operational practices across PCFs.
2. Performance Management
Monitor daily, weekly, and monthly PCF performance against approved targets, KRAs, and operational objectives.
Track key performance indicators, including patient registrations, consultations, YAKAP utilization, GAMOT utilization and refills, HomeCare activities, patient engagement, and revenue.
Analyze performance trends and gaps and work with Branch Managers to develop and implement appropriate action and recovery plans.
Ensure accurate, timely, and complete submission of operational reports.
Escalate significant performance gaps and operational risks to the Operations Manager, together with recommended courses of action.
Support the implementation of initiatives designed to improve productivity, patient volume, service utilization, and overall PCF performance.
3. People & Team Management
Support Branch Managers and Assistant Branch Managers in the effective management of PCF personnel.
Monitor staffing levels, attendance, productivity, deployment, and manpower requirements.
Assist in ensuring that employees are properly trained, coached, and aligned with their responsibilities, targets, and service standards.
Identify performance gaps and recommend appropriate coaching, development, recognition, or intervention.
Support manpower planning and deployment based on operational requirements.
Promote teamwork, accountability, servant leadership, and a patient-first culture.
4. Patient Experience
Help ensure that patients receive a consistent, efficient, and positive experience throughout their PCF journey.
Monitor patient flow from registration and consultation through diagnostics, pharmacy/GAMOT, and follow-up.
Identify recurring patient concerns, service gaps, and bottlenecks and coordinate appropriate corrective actions.
Ensure that PCF teams consistently uphold the principle of “Make Every Patient Feel Special.”
Support initiatives that improve patient satisfaction, engagement, retention, and continuity of care.
5. HCA & HomeCare Coordination
Ensure effective coordination between PCFs and the HomeCare/HCA teams.
Support the proper deployment, productivity, and utilization of HCAs based on PCF and HomeCare priorities.
Ensure that HCA activities are aligned with PCF objectives and that PCF patients and opportunities are appropriately prioritized.
Monitor HCA performance, including registration, patient engagement, follow-up, refill opportunities, and other agreed KPIs.
Support initiatives that maximize the PCF patient base through appropriate community, corporate, HomeCare, and patient engagement activities.
Help ensure clear coordination between PCF teams and HomeCare during runs, activities, and patient follow-up initiatives.
6. YAKAP & GAMOT Execution
Ensure that PCF teams properly and consistently execute YAKAP and GAMOT processes.
Monitor registration-to-consultation conversion, eligible patient assistance, medication dispensing, and refill completion.
Ensure that eligible patients receive applicable services and that required documentation and system tagging are complete and accurate.
Identify process gaps that may affect PhilHealth compliance, patient experience, service utilization, or revenue.
Coordinate with relevant teams to resolve YAKAP/GAMOT operational issues promptly.
7. Compliance & Quality
Ensure adherence to company policies, PCF operating procedures, PhilHealth/YAKAP/GAMOT requirements, and applicable regulatory standards.
Coordinate with Compliance, Medical, Pharmacy, Laboratory, and other relevant teams regarding operational and quality concerns.
Support internal audits, monitoring activities, and compliance reviews.
Ensure that audit findings and identified gaps are properly addressed within agreed timelines.
Promote a culture of proper documentation, accountability, compliance, and continuous improvement.
8. Inventory, Supplies & Facilities
Monitor the availability of medicines, laboratory supplies, office supplies, equipment, and other critical operational requirements.
Work with Branch Managers and concerned support teams to prevent stock-outs and operational disruptions.
Monitor facility concerns, repairs, equipment requirements, preventive maintenance, and other site-related needs.
Ensure that urgent operational concerns are properly escalated, coordinated, and followed through until resolution.
Support the implementation of measures that improve resource utilization and operational cost efficiency.
9. Process Improvement
Identify opportunities to improve PCF productivity, patient flow, manpower utilization, cost efficiency, and service delivery.
Recommend practical process improvements based on field observations, operational data, and team feedback.
Assist in developing, documenting, and implementing standardized operating procedures across PCFs.
Support the Operations Manager in evaluating and scaling successful practices across branches.
Promote continuous improvement and operational discipline across assigned areas.
10. Cross-Functional Liaison & Special Assignments
Serve as the designated liaison of the Operations Manager with other divisions, departments, Division Heads, and business units when assigned.
Facilitate communication, coordination, and follow-through on operational matters involving Operations and other business functions.
Coordinate with other divisions on projects, activities, requirements, and concerns that may directly or indirectly affect PCF operations or other assigned business areas.
Represent the Operations Manager in assigned meetings, discussions, site visits, projects, and other activities when delegated.
Ensure that agreed actions, deliverables, and commitments between Operations and other divisions are properly communicated, monitored, and executed.
Assist other divisions or business units on operational matters and projects as delegated by the Operations Manager.
Take ownership of assigned projects, initiatives, and special assignments from planning through execution and completion.
Provide timely updates to the Operations Manager regarding project progress, issues, risks, accomplishments, and recommended actions.
Perform other operational, administrative, project-based, or special responsibilities that may be assigned by the Operations Manager in support of the organization's objectives.

Bachelor’s degree in Business Administration, Operations Management, Healthcare Management, or any related field.
At least 3–5 years of relevant experience in operations, healthcare, retail, clinic, pharmacy, or service-oriented organizations.
Preferably with supervisory or managerial experience, particularly in managing teams, branches, or multiple operational functions.
Experience in multi-site operations, healthcare/clinic operations, or field operations is an advantage.
Strong ability to manage, coordinate, and monitor multiple priorities simultaneously.
Demonstrated ability to translate plans into execution, monitor deliverables, and drive issues toward resolution.
Strong people management and leadership skills, with the ability to coach, motivate, and hold teams accountable.
Excellent communication and coordination skills, particularly when working with Branch Managers, Division Heads, and cross-functional teams.
Strong problem-solving, decision-making, and analytical skills, with the ability to use operational data to identify gaps and recommend appropriate actions.
Highly organized, detail-oriented, and capable of managing reports, deadlines, projects, and operational requirements.
Proficient in Microsoft Office and/or Google Workspace, particularly spreadsheets, presentations, and reporting tools.
Willing and able to conduct regular field visits and travel between PCF locations as required.
Willing to work in a fast-paced and evolving healthcare environment and adapt to changing operational priorities.
Demonstrates integrity, accountability, initiative, professionalism, and a patient-centered mindset.
Ability to work independently while maintaining close alignment with the Operations Manager and relevant Division Heads.
Experience in YAKAP, GAMOT, PhilHealth, or similar healthcare programs is an advantage.
Other qualifications, skills, or experience relevant to the role may be considered based on the requirements of the Operations Manager.