Job Description

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JOB DESCRIPTION
I. JOB DETAILS
Job Title
Deputy Manager Patient Care - Front Office
Reporting Supervisor
Unit Head - Hospital Operations
II. JOB PURPOSE
To generate and maintain systems, to efficiently manage Front Office responsibilities and to achieve high standards of efficiency and customer satisfaction.
III. KEY RESPONSIBILITIES
Patient / Customer Care

• 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 / Documentation

• 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 resolve 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.
• Doctors Connect

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.
• Understanding the Business Trends

Discipline

• To conduct & coordinate training programs for front office team on process, policy & services.
• To be well groomed, punctual & adhere to company policies and practices.

IV. KEY PERFORMANCE INDICATORS

• OPD Bill dispatch TAT within 4 days in 90% cases. IP & OP patient satisfaction scores for billing above MHC targets.

• PHP TAT as per the 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.

V. JOB REQUIREMENTS
Minimum Qualifications
Graduation. Preferably with PG Diploma in Hospital Management.
Experience
8 - 10 years of healthcare experience in the relevant work.
Language Skills
English
Hindi
Lead by example
Behavioural Skills

Progressive attitude

People management
Self motivated
VI. KEY INTERACTIONS
Key Internal Contacts
Key External Contacts

• Front Office

• Patients and Customers

• All Departments

• In - room / OPD Patients and attendants

• Doctors

• External Service Providers