Unit Cooridnator

JOB DESCRIPTION I JOB DETAILS Job Title Unit Coordinator - Operations - Max Home Reporting Supervisor Area Sales Manger - Max Home II JOB PURPOSE MHC Max Home is an innovative disruptive healthcare delivery business which aims to provide a suite of out-of-hospital services enabled by technology The underlying principles for the business are to provide comprehensive services based on clinical requirements to involve treating clinician for delivery of services and to have dedicated in-house quality front end staff The key service lines within the Max Home business will include pre post discharge specialty packages home sample collection clinically linked assistance Nursing GDA physiotherapy services medicine home delivery tele-consults medical equipment on rent 24x7 emergency support etc The role holder will be responsible for efficiently coordinating end-to-end Max Home services at Spoke location Delhi NCR - which will include daily request management dispatch of medication sample collection acknowledgment collection reconciliation of payments staff transport coordination complaint escalation III KEY RESPONSIBILITIES Core Responsibilities Customer Care Coordination To ensure smooth coordination delivery of all services within the Spoke location Daily collation of existing new service requests from communication center Hub for all Max Home service lines Ensure timely dispatch of medication packages from hospital pharmacy within agreed TAT Overall coordination daily acknowledgment of pathology samples at hospital labs Ensure availability of staff as per service requirements and escalate all issues to HODs and Area Head Daily allocation of transport for all front end delivery staff GDA Nurse Physiotherapist as per Max Home transportation policy Efficiently maintain daily transport records for all services deployed within Spoke location Daily billing ageing collection of payment from customers riders Reconciliation of payment with Max Home Hub or Hospital finance team for all service lines Support Area Head - Max Home Spoke in creating improving processes protocols for smooth operations in delivery of services Quick and proactive in providing assistance and support to patients for better customer service Identify scope of improvements at all customer touch point Prepare all MIS Analysis related to all Max Home patients within Spoke location Maintain Spoke duty cell Accountability for timely registration and closure of complaints IV KEY PERFORMANCE INDICATORS Measurable Deliverables High customer feedback ratings for all services Pharmacy medication dispatch within TAT 100 acknowledgement of sample collection at labs Billing collection reconciliation within TAT 100 transport allocation at T-1 Compliance to protocols V JOB REQUIREMENTS Minimum Qualifications Graduation PG PG Diploma in Management Experience Desired 2 to 5 years of experience in Hospitality Service sector Healthcare Behavioural Skills Good Interpersonal Skills Pro-activeness and assertiveness Team work Self-motivation Decision Making Skills Problem Solving Language Skills English Hindi VI KEY INTERACTIONS Key Internal Contacts Key External Contacts Operations team Area Head - Max Home Service Delivery Head - Max Home HOD s Nursing Physiotherapy Business managers Pharmacy team Pathology lab team Other outsourced Staff Patients and Customers Vendors