Job Description

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JOB DESCRIPTION
I. JOB DETAILS
Job Title
Front Office - Process Champion
Reporting Supervisor
Manager - Human Resources (Training & Development) II. JOB PURPOSE
To strengthen the functional competencies and capabilities of the Front Office Team through a well-defined step wise functional learning path eventually complementing the organizational objectives and goals III.KEY RESPONSIBILITIES
Core Responsibilities

• Responsible for Training and On-Boarding the Front Office Staff

• Assists in Pariskshan On-line Assessment & Training of core competencies for all Front Office staff across service lines (including DM's & FO Heads) in association with HO Team

• Monitor daily performance of trainees for next 15 days to ensure duties are completed accurately, efficiently, and timely also report their concern & development in the PMS

• Help & Support OJT Batch on Floor along with DM's, Rigorous coordination with DM's & FO Head for designated training module

• Evaluate the outcomes of training sessions and maintain progress records of trainee's competency proficiency level movement

• Attend Monthly Meetings to learn new training methods and techniques and use the knowledge to prepare and coordinate future training sessions

o (following the TNI's & TNA)

• Ability to communicate and distribute training curriculum to enhance delivery of training curriculum

• Work closely with the Front Office & L&D HO Team to develop and maintain robust training process

• Responsible for answering employee questions in an informative and clear manner

• Setting the highest possible example in conduct, temperament, punctuality, and standards of work

• Single Point of Contact for all Front Office Employees Query Resolution & Support (product, process & technology)

• Serve as a role model to all staff members, adhering closely to policies and procedures, practicing the highest standards of performance

• Support the Defined Governance Process through regular audits, dashboard & observations as defined by Service Excellence HO Team

• Min.5 hours' login per week for observation analysis & patient behavior understanding

Patient Support:

• Provides initial patient experience, including but not limited to, greeting patients, scheduling, and confirming patient appointments using a DAS while support on ground zero

• Provides conflict resolution & responds to patient grievances

• Actively demonstrates the use of AIDET (Acknowledge, Introduce, Duration, Explanation, & Thank You) & Language of Caring Principles

Skills Required