Position Overview:

The Operations Manager will be responsible for coordinating the day-to-day operations of the Ketamine Treatment and Research Center at King Faisal Hospital. The role will ensure that clinical and non-clinical teams, patient services, administrative processes, digital systems, partnerships, research activities, and operational resources work together effectively.

The Operations Manager will focus on efficient, professional, ethical, and patient-centered service delivery. Working closely with clinical leadership and relevant hospital departments, the role will translate the Center’s priorities into practical operational plans, improve workflows and systems, and ensure effective follow-up and coordination across teams.

Key Responsibilities:

Clinic Operations and Service Coordination

• Coordinate scheduling, patient flow, administration, logistics, facilities, and daily operational needs.
• Develop and improve Operational SOPs, workflows, checklists, and follow-up systems.
• Identify operational gaps and coordinate timely solutions.

Mental Health Service and Patient Experience

• Support operations that are sensitive to the needs and vulnerabilities of mental health patients.
• Coordinate continuity of care, follow-up, and patient journey improvements.
• Promote dignity, respect, confidentiality, professionalism, and patient-centered care.

Team and Cross-Functional Coordination

• Connect clinical care, administration, patient support, communications, digital systems, partnerships, and research.
• Coordinate meetings, action plans, deadlines, communication, and follow-up.
• Promote teamwork, accountability, professionalism, and continuous improvement.

Digital Operations, Systems and Data

• Use digital tools to improve scheduling, communication, documentation, reporting, workflows, and service monitoring.
• Coordinate with IT on digital systems and patient communication tools.
• Support digital literacy, data collection, quality improvement, and research-related systems.

Partnerships, Communications and Outreach

• Coordinate operational aspects of relationships with hospitals, professionals, universities, NGOs, employers, and other partners.
• Support mental health awareness, professional outreach, events, education, and community engagement.
• Ensure public information is accurate, ethical, evidence-informed, and aligned with clinical guidance.

Research and Learning Support

• Support research through coordination of timelines, meetings, documentation, communication, logistics, and data.
• Facilitate collaboration between clinicians, researchers, universities, and external institutions.
• Ensure research activities fit clinic operations without disrupting patient care.

Financial and Resource Oversight

• Work with King Faisal Hospital, Rwanda Finance department and King Faisal Hospital, Rwanda Foundation on resource use and operational efficiency.
• Coordinate procurement, supplies, equipment, and vendors.
• Monitor operational expenses and escalate significant resource concerns.

Staff and Administrative Support

• Support onboarding, operational orientation, meetings, training logistics, and staff activities.
• Clarify responsibilities and workflows and follow up on agreed actions.
• Promote a respectful, professional, accountable working environment.

Quality, Compliance, Risk and Governance

• Support compliance with King Faisal Hospital policies, professional standards, health and safety, confidentiality, and applicable regulations.
• Maintain operational records and support licensing, inspections, audits, and related activities.
• Identify operational risks and escalate concerns to the appropriate authority.

Operational Planning and Continuous Improvement

• Translate clinic priorities into practical operational plans and ensure follow-through.
• Use feedback, data, and operational observations to improve efficiency, service quality, and patient experience.
• Provide leadership with clear visibility of priorities, progress, risks, and areas requiring decisions.

Qualifications and Experience:

• Master’s degree in Psychology, Mental Health, Healthcare Management, Public Health, Business/Operations Management, or a related field.
• 1–3 years of experience in operations, healthcare management, project coordination, administration, program management, or a related field.
• Background or demonstrated experience in mental health or healthcare is strongly preferred.
• Experience coordinating teams, projects, stakeholders, operational systems, or SOPs.
• Experience with external partners or working in Rwanda/East Africa is an advantage.

Desirable:

Key Competencies:

• Understanding of mental health and patient-centered care.
• Strong organization, coordination, communication, and interpersonal skills.
• Strong digital literacy and confidence using technology to improve processes.
• Problem-solving, decision-making, project coordination, and follow-through.
• Ability to manage competing priorities and work across multidisciplinary teams.
• Attention to detail, emotional maturity, discretion, professionalism, empathy, and adaptability.

• Coordinate scheduling, patient flow, administration, logistics, facilities, and daily operational needs.
• Develop and improve Operational SOPs, workflows, checklists, and follow-up systems.
• Identify operational gaps and coordinate timely solutions.
• Support operations that are sensitive to the needs and vulnerabilities of mental health patients.
• Coordinate continuity of care, follow-up, and patient journey improvements.
• Promote dignity, respect, confidentiality, professionalism, and patient-centered care.
• Connect clinical care, administration, patient support, communications, digital systems, partnerships, and research.
• Coordinate meetings, action plans, deadlines, communication, and follow-up.
• Promote teamwork, accountability, professionalism, and continuous improvement.
• Use digital tools to improve scheduling, communication, documentation, reporting, workflows, and service monitoring.
• Coordinate with IT on digital systems and patient communication tools.
• Support digital literacy, data collection, quality improvement, and research-related systems.
• Coordinate operational aspects of relationships with hospitals, professionals, universities, NGOs, employers, and other partners.
• Support mental health awareness, professional outreach, events, education, and community engagement.
• Ensure public information is accurate, ethical, evidence-informed, and aligned with clinical guidance.
• Support research through coordination of timelines, meetings, documentation, communication, logistics, and data.
• Facilitate collaboration between clinicians, researchers, universities, and external institutions.
• Ensure research activities fit clinic operations without disrupting patient care.
• Work with King Faisal Hospital, Rwanda Finance department and King Faisal Hospital, Rwanda Foundation on resource use and operational efficiency.
• Coordinate procurement, supplies, equipment, and vendors.
• Monitor operational expenses and escalate significant resource concerns.
• Support onboarding, operational orientation, meetings, training logistics, and staff activities.
• Clarify responsibilities and workflows and follow up on agreed actions.
• Promote a respectful, professional, accountable working environment.
• Support compliance with King Faisal Hospital policies, professional standards, health and safety, confidentiality, and applicable regulations.
• Maintain operational records and support licensing, inspections, audits, and related activities.
• Identify operational risks and escalate concerns to the appropriate authority.
• Translate clinic priorities into practical operational plans and ensure follow-through.
• Use feedback, data, and operational observations to improve efficiency, service quality, and patient experience.
• Provide leadership with clear visibility of priorities, progress, risks, and areas requiring decisions.

• Understanding of mental health and patient-centered care.
• Strong organization, coordination, communication, and interpersonal skills.
• Strong digital literacy and confidence using technology to improve processes.
• Problem-solving, decision-making, project coordination, and follow-through.
• Ability to manage competing priorities and work across multidisciplinary teams.
• Attention to detail, emotional maturity, discretion, professionalism, empathy, and adaptability.

• Master’s degree in Psychology, Mental Health, Healthcare Management, Public Health, Business/Operations Management, or a related field.
• 1–3 years of experience in operations, healthcare management, project coordination, administration, program management, or a related field.
• Background or demonstrated experience in mental health or healthcare is strongly preferred.
• Experience coordinating teams, projects, stakeholders, operational systems, or SOPs.
• Experience with external partners or working in Rwanda/East Africa is an advantage.