Floor Executive

2 weeks ago

Delhi, Delhi, India Max Healthcare Full time

Role :

The Floor Coordinator plays a pivotal role in ensuring a seamless and pleasant hospital stay for patients and attendants. The incumbent acts as a single point of contact for all non-clinical patient needs, ensuring quick resolution of issues related to food, housekeeping, maintenance, billing, and discharge processes within defined turnaround time (TAT).

Preferred candidate profile

Key Responsibilities:

Patient Experience Management:

  • Ensure every patient and attendant receives courteous, prompt, and professional service during their hospital stay.
  • Conduct regular floor rounds to interact with patients and identify any service gaps proactively.
  • Coordinate with Nursing, F&B, Housekeeping, Maintenance, and Billing teams to ensure smooth operations and timely service delivery.
  • Monitor patient feedback and ensure all non-clinical complaints are resolved within defined TAT.
  • Maintain a high standard of cleanliness, comfort, and service ambiance across the assigned floors.

Complaint & Issue Resolution:

  • Act as the first point of contact for all non-clinical patient grievances related to food, housekeeping, maintenance, or discharge delays.
  • Log, track, and ensure closure of complaints within stipulated timelines.
  • Escalate unresolved issues to the concerned department head when necessary.
  • Analyze recurring complaints and coordinate for corrective and preventive action.

Discharge & Coordination:

  • Facilitate timely discharge by coordinating with billing, pharmacy, and nursing teams.
  • Ensure communication of discharge readiness to patients and families in a timely manner.
  • Monitor discharge TAT and identify bottlenecks for process improvement.

Communication & Documentation:

  • Maintain daily floor reports on patient experience, service issues, and complaint resolution.
  • Share daily handover notes with the next shift for continuity of care.
  • Participate in daily operational meetings and contribute feedback for service improvement.

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