Duty Manager Patient Care

3 days ago

Noida Uttar Pradesh, India Max Healthcare Full time

JOB DESCRIPTION I JOB DETAILS Job Title Deputy Manager Patient Care - Front Office Reporting Supervisor Unit Head - Hospital Operations II JOB PURPOSE To generate and maintain systems to efficiently manage Front Office responsibilities and to achieve high standards of efficiency and customer satisfaction III 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 resolve 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 Doctors Connect 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 Understanding the Business Trends 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 OPD Bill dispatch TAT within 4 days in 90 cases IP 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 8 - 10 years of healthcare experience in the relevant work Language Skills English Hindi Lead by example Behavioural Skills Progressive attitude People management Self motivated VI KEY INTERACTIONS Key Internal Contacts Key External Contacts Front Office Patients and Customers All Departments In - room OPD Patients and attendants Doctors External Service Providers

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