Lead Patient Care Manager

2 weeks ago

Mumbai Mumbai Suburban Navi Mumbai, India Dr Batras Positive Health Clinic Limited Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Role & responsibilities

Role Overview:

As a Senior Patient Care Manager (SPCM), you will lead and oversee clinic operations, ensuring superior patient care and clinic management. You will act as a key point of contact for patients, offering counselling and resolving complex grievances. You will also guide and mentor clinic staff to ensure efficient operations and adherence to quality standards.

Key Responsibilities:

  • Oversee all patient-related processes from entry to exit, ensuring a seamless and positive experience across multiple clinics.
  • Provide in-depth counselling to patients, addressing any concerns or queries. Offer expert guidance to clinic teams on managing patient expectations.
  • Handle escalated patient grievances and complaints. Collaborate with clinic teams to resolve complex issues and escalate to higher management when necessary.
  • Supervise the maintenance and regular updating of the patient database across clinics, ensuring accuracy and confidentiality.
  • Lead, train, and mentor Patient Service Executives (PSEs), Cashiers, and front desk teams. Ensure team productivity and smooth functioning in each clinic.
  • Manage and streamline front desk operations, ensuring patients are greeted and assisted in a timely and professional manner.
  • Ensure the smooth functioning of multiple clinics by balancing patient care, administrative duties, and team management. Implement strategies to optimize clinic operations.
  • Oversee clinic hygiene and cleanliness standards. Ensure each clinic adheres to safety, cleanliness, and operational upkeep protocols.
  • Track clinic performance metrics and provide regular reports to higher management. Implement improvements as necessary to enhance patient experience and operational efficiency.

Key Skills & Competencies:

  • Strong leadership and team management abilities.
  • Exceptional communication and counselling skills.
  • Problem-solving capabilities for handling escalated grievances.
  • Multitasking and time management skills.
  • Expertise in clinic management and patient care processes.
  • Attention to detail in maintaining records and data accuracy.
  • Knowledge of healthcare standards and compliance regulations.

Experience & Qualifications:

  • Bachelors degree in healthcare management or a related field (Masters preferred).
  • 5+ years of experience in a patient care or healthcare management role, with at least 2 years in a senior/leadership position.
  • Prior experience in managing multiple clinic locations is an advantage.

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