Job Description

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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 RESPONSIBILI
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
IV.KEY PERFORMANCE INDICATORS
Measurable Deliverables Parameters Target Front Office Functional Learning Program - 100% Implementation Competency Assessment This is applicable for the new joinees & existing employees All FO Team has to undergo Regular Competency Online Assessment Batch Throughput % - Joining vs Completion 95% - Pass Vs Appeared 80% Category Movement One of the primary KRA of Training Champion is to ensure movement of the candidates as per the below category: Beginner to Intermediate Intermediate to Advance Advance to Master Training Man-days - 15 Days Standard Training - 10 Days (OJT & Continuous Training) Governance - Competency Assessment - Pariskshan (online assessment program) - MIS & Dash Board NPS - 100% Score
V. JOB REQUIREMENTS
Minimum Qualifications Graduate
Experience Min 2 years of experience in Front Office at Max Healthcare, or Min 5 years' experience preferably in hospitality industry
Behavioral Skills Excellent Communication & Interpersonal skills Pro-activeness Self-motivated Team Player Compassionate Flexible and adaptable to challenges and situations Assertive
Technical Skills Good domain knowledge Service Excellence MS Office Skill Analytical Skills
Language Skills English & Hindi
VI.KEY INTERACTIONS
Key Internal Contacts Key External Contacts

Front Office Team

HR Team

Medical / Non-Medical Staff

All Functional Heads Patients / A

Skills Required