Pcc

MHC/19985
- Front Office
- Patparganj-Max Super Speciality Hospital
Posted On
05 Feb 2025
End Date
19 Feb 2025
Required Experience
2 - 6 Years
-Basic SectionNo. Of Openings

3

Designation

Patient Care Coordinator

Employee Category

Front Office

Closing Date

19 Feb 2025
OrganisationalCompany

MHC

Entity

Balaji Medical & Diagnostic Research Centre

Department

Front Office

Sub Department

Front Office

Country

India

State

DELHI

City

New Delhi

Cluster

Cluster 2

Sub Cluster

Cluster 2

Payroll Location

Patparganj

MIS Location

Patparganj

Physical Location

Patparganj-Max Super Speciality Hospital
SkillsSkill
Job Description- ** Front Office Patient Experience**
- Improve customer experience at all FO touch points (IMRB scores)
- Reduce customer complaints
- Provide resolution of customer issues
- Handle customer escalation
- ** Process Improvement**
- Identification of key improvement areas in front office
- Enhance OPD Admission and Discharge process
- Contribute in creating SOPs for front office
- Internal administration
- To be responsible for implementation of pricing for the hospital
- To provide support to the Chief Administrator for all administrative functions related to patient flow
- To have complete orientation of QMS and EMS system of Hospital
- To have complete Awareness about Disaster Management program (DMP) of the hospital
- To Comply with the service quality Process, environmental & occupational issues & policies of the respective area
- To Comply with patient safety policy
- To ensure safe utilization of equipments and proper waste disposal system.
- ** People Management and engagement**
- Asses manpower requirement, skill mix required and plan effective deployment of staff
- Prepare budgets and implement them related to Front Office manpower planning etc
- Create KRAs at all levels
- Install measurement mechanism
- Understand key hurdles/obstacles and work towards eliminating the same
- Work towards overall well being of the team
- ** Service Culture**
- To be well groomed, punctual and adhere to company policies & practices
- Service Protocols for each role and monitor adherence
- Get actively involved in right recruitment
- Install review governance
- Create reward and recognition opportunities
- ** Skilling & Training**
- Conduct training need analysis for the function
- Ensure nominations and participation of team members in all training programs
- ** Monitoring & Reporting**
- Identify key performance metrics
- Install measurement mechanism
- Standardize reporting templates and dashboards
- ** Compliance & Internal controls**
- Install control measures to avoid any audit issues
- Create a strong cash handling process
- Reduce any instances of compliance outages
- ** Governance**
- Create a rhythm of reviews with unit heads and Head of Support Services

**IV. KEY PERFORMANCE INDICATORS**
- Customer experience score (IMRB scores -T2B & B2B)
- Employee attrition % & employee engagement score
- Drive new initiatives for betterment of flow processes & Quality projects
- Billing, Admission and Discharge TAT
- % collection outstanding
- Ensure at least 8 man-hrs of training per staff every month
- Low transaction error i.e. not more than 2%
- 100% compliance as per NABH & IMS standards, cash & discount management process

**V. JOB REQUIREMENTS**
- Graduate or MBA (Hospital Administration) (Preferable)
- Physical requirement - As per the policy Employee should clear the Pre Employee Check Up
- Overall : 1 to 3 years of experience in Operations and customer service
- Current : Min 18 months to 2 years exp in current role & organization
- Healthcare (preferable), Hospitality, Aviation and other service industry
- English, Hindi, Punjabi(Preferred for Mohali and Bhatinda)
- Lead by example & Self motivated
- Progressive attitude
- People management
- Numeric ability