Patient Care Coordinator
2 days ago
We are seeking a skilled Duty Manager to join our team. As a Duty Manager, you will be responsible for ensuring seamless patient care and efficient departmental operations.
Key Responsibilities:
- 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/Documents:
- 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 practices.
Key Performance Indicators:
- IPD Bill dispatch TAT within 4 days in 90% cases.
- OP patient satisfaction scores for billing above targets.
- PHP TAT as per 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.
Requirements:
- 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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