Branch Manager

Job Purpose/Summary

The Branch Manager is responsible for the overall operational, administrative, customer service, quality, and financial performance of the imaging diagnostic center branch. The role ensures efficient workflow management, high-quality imaging services, regulatory compliance, staff supervision, customer satisfaction, operational coordination, and achievement of organizational KPIs.

The Branch Manager provides leadership in operational monitoring, customer experience management, staff performance management, workflow optimization, quality improvement, and interdepartmental coordination while ensuring efficient utilization of imaging resources, PACS/RIS systems, consumables, and operational assets.

The role requires balancing operational oversight with leadership, coaching, quality improvement, and strategic branch development activities.

Duties and Responsibilities: -

Operational Management

• Oversee daily branch operations and ensure uninterrupted imaging services.

• Monitor patient flow, imaging workflow efficiency, and service delivery standards.

• Ensure compliance with operational policies, SOPs, and imaging protocols.

• Supervise operational coordination between radiology, customer service, billing, PACS, and administration.

• Ensure optimal utilization of imaging equipment and operational resources.

• Coordinate escalation management during operational disruptions.

• Monitor operational workload and staffing allocation.

Quality Management & TAT Monitoring

• Monitor imaging quality standards and reporting turnaround time (TAT).

• Ensure compliance with quality assurance and patient safety standards.

• Review operational KPIs and implement corrective actions.

• Monitor PACS/RIS workflow and image transfer integrity.

• Lead quality improvement initiatives and workflow optimization projects.

• Conduct root cause analysis for service delays, complaints, and operational incidents.

• Ensure continuous monitoring of patient satisfaction indicators.

Customer Service & Complaint Management

• Oversee customer service standards across the branch.

• Handle escalated customer complaints and service recovery activities.

• Ensure timely resolution of customer concerns.

• Monitor customer experience indicators and complaint trends.

• Implement standardized complaint management workflows.

• Promote patient-centered service culture.

Staff Leadership & Performance Management

• Supervise branch staff and ensure appropriate staffing coverage.

• Conduct staff coaching, mentoring, and performance follow-up.

• Lead staff engagement and communication activities.

• Conduct routine performance review discussions.

• Support competency assessment and training follow-up.

• Promote teamwork, accountability, and professional conduct.

• Participate in induction and orientation activities.

Communication & Coordination

• Coordinate communication with physicians, hospitals, corporate clients, and JVA partners.

• Facilitate interdepartmental operational coordination.

• Lead branch operational meetings and staff briefings.

• Ensure effective communication of organizational updates and operational priorities.

• Coordinate escalation communication during operational incidents.

Inventory & Resource Management

• Monitor consumables, contrast materials, and operational supplies.

• Ensure proper inventory control and stock monitoring.

• Coordinate supply requests, receiving, and utilization tracking.

• Prevent operational interruption due to stock shortages.

• Monitor efficient utilization of branch resources.

Reporting & Data Management

• Prepare operational and performance reports.

• Monitor branch KPIs and productivity indicators.

• Utilize ODOO, RIS, PACS, and reporting systems effectively.

• Ensure accuracy of operational documentation and reporting data.

• Support digitization and automation initiatives.

Compliance & Risk Management

• Ensure compliance with healthcare regulations, radiation safety standards, and organizational policies.

• Monitor incident reporting and corrective action implementation.

• Participate in audit activities and regulatory inspections.

• Ensure confidentiality and data security compliance.

QMS Tasks

• Ensure compliance with the organization's quality management system (QMS), Support quality objectives, maintain required processes and records, address non conformity and risks and promote continuous department within the department.

Job Requirements

Education

• Bachelor’s Degree in Healthcare Management, Radiologic Technology, Hospital Administration, Business Administration, or with related field of study

• Master’s Degree is preferred.

• Renewed Professional license

Experience

• Minimum 5–7 years of healthcare/imaging center operational experience.

• Minimum 3 years leadership or supervisory experience.

• Strong understanding of imaging center operations, PACS/RIS workflow, and healthcare quality standards

Skills & Competencies

• Workflow optimization

• Digital systems utilization (ODOO, RIS, PACS)

• Leadership and people management

• Operational management

• Customer service excellence

• Problem-solving and decision-making

• Quality improvement

• KPI monitoring and reporting

• Communication and coordination

• Conflict management

• Strategic thinking

• Somali language proficiency is advantageous

How To Apply

Submit your application, CV and non-returnable copies of credentials via email: hr@pdc-et.com or in person to Pioneer Diagnostic Center Plc head office which is located on Addis Ababa, Bole Road behind Friendship city center Next to Jupiter Hotel.

Postal Address: The Human Resource Office, Pioneer Diagnostic Center Plc, P. O. Box 1531-1250

Due to the large number of inquiries, we receive, only candidates who have met the required experience & qualifications for this position will be contacted with two weeks of final date of the announcement. No phone calls please. However, since we are active on the market, we may wish to retain your CV in our database for other/future opportunities, unless you direct us otherwise. Thank you very much for your interest.