Zonal Patient Experience Manager

3 weeks ago


Navi Mumbai, Maharashtra, India Indira IVF Full time

Job Title: Zonal Patient Experience Manager

Job Summary:

We are seeking a highly skilled Zonal Patient Experience Manager to join our team at Indira IVF. The successful candidate will be responsible for ensuring quality individualized service to patients and addressing all patient concerns in a timely manner.

Key Responsibilities:

  • Ensure quality individualized service to patients and address all patient concerns in an appropriate time frame.
  • Effectively handle end-to-end Facility Management and oversee Front End activity at the Centers in the Zone to help achieve business objectives and quality patient experience throughout.
  • Ensure cost optimization and central support for overall activity at the Centers in the Zone.
  • Ensure all Centre operations staff is adequate and all stations are manned during operational hours.
  • Oversee accurate payment and billing, during patient admission, treatment, and discharge, and reconcile with Accounts for the same on a weekly basis.
  • Prepare and present monthly reports, analyze data, and generate actionable insights to improve NPS.
  • Coordinate with Centre staff to develop and implement operational strategies and procedures.
  • Monitor reporting staff performance through assessments/trainings and provide advice, assistance, and guidance, as and when needed.
  • Adhere to grooming standards and ensure same is followed by all Centre operations staff.

Preferred Work Experience:

7+ years of relevant experience in the advent field Healthcare/Operations Management/Patient Care.

Functional Competency:

  • Patient-centric approach to work, keeping patients at priority.
  • Demonstrable experience in a pertinent managerial position, preferably in Healthcare/Operations domain.
  • Excellent understanding of latest healthcare concepts and best practices, legal and regulatory framework.
  • Demonstrable experience leading and managing multi-disciplinary teams across multiple locations.
  • Experience in dealing with finances and medical information systems for multiple locations.
  • Experience with building and maintaining relationships with vendors/local authorities.
  • Strong collaborative ability to sustain relationships across functions and levels and ensure seamless integration and execution of Centre strategies in the Zone.

Requirements:

Proficient knowledge of organizational effectiveness and compliance standards and policies (NPS, Kaizen, TQM).



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