Duty Manager

2 weeks ago

Delhi, Delhi, India Max Healthcare Full time
Job Description

KEY RESPONSIBILITIES

Patient/ Customer Care

- To resolve day to day patients / visitors complaints and manage the total Customer Experience Questionnaires dissemination process.
- To be able to handle Patients, their Attendants and Families including VVIPs
- To efficiently run departmental operations with maximum degree of Patient Centricity.
- To be available at functional areas for Patient contact at all duty hours

Process Orientation/ Documentation

- To effectively implement policies, procedures through Front Office personnel.
- To daily supervise front office services and staffing.
- To ensure accurate patient invoicing, billing, refunds etc. and resolves all problems associated with patient billing.
- To have complete orientation of Operating software of Hospital.
- Comply with the service quality Process, environmental & occupational issues & policies of the respective area.
- To have complete Awareness about Disaster Management Programme (DMP) of the hospital.

People Orientation

- To ensure efficient functioning of Front Office personnel/ processes/ systems.
- To ensure FO Teams awareness and readiness towards emergency patient handling roles.
- To coordinate with diagnostic and treatment activities to achieve high customer satisfaction levels with services.
- To coordinate with medical staff and other departments on behalf of Front Office Team.

Cost & Revenue

- To effectively utilize Hospital Information System, EPABX system and other software provided,
- To be aware and develop cost efficient operations for the Department

Discipline

- To conduct & coordinate training programs for front office team on process, policy & services.
- To be well groomed, punctual & adhere to company policies and practices.

IV. KEY PERFORMANCE INDICATORS

- IPD Bill dispatch TAT within 4 days in 90% cases. OP patient satisfaction scores for billing above MHC targets.
- PHP TAT as per the standards laid down in Processes in 90% cases.
- 95% Compliance with planned training by the department.
- Less than 1% error in billing and payment recovery.

V. JOB REQUIREMENTS

Minimum Qualifications

- Graduation. Preferably with PG Diploma in Hospital Management.

Experience

- 4-6 years of healthcare experience in the relevant work.

Language Skills

- English
- Hindi

Behavioural Skills

- Lead by example
- Progressive attitude
- People management

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