Job Description

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JOB DESCRIPTION
I. JOB DETAILS
Job Title
Unit Coordinator - Operations - Max@Home
Reporting Supervisor
Area Sales Manger - Max@Home
II. JOB PURPOSE
MHC Max@Home is an innovative & disruptive healthcare delivery business which aims to provide a suite of out-of-hospital services enabled by technology
The underlying principles for the business are to provide comprehensive services based on clinical requirements, to involve treating clinician for delivery of services and to have dedicated in-house quality front end staff
The key service lines within the Max@Home business will include pre/ post discharge specialty packages, home sample collection, clinically linked assistance (Nursing & GDA), physiotherapy services, medicine home delivery, tele-consults, medical equipment on rent, 24x7 emergency support etc.
The role holder will be responsible for efficiently coordinating end-to-end Max@Home services at Spoke location (Delhi NCR) - which will include daily request management, dispatch of medication, sample collection acknowledgment, collection & reconciliation of payments, staff & transport coordination & complaint escalation.
III. KEY RESPONSIBILITIES
Core Responsibilities
Customer Care / Coordination

• To ensure smooth coordination & delivery of all services within the Spoke location.
• Daily collation of existing & new service requests from communication center (Hub) for all Max@Home service lines.
• Ensure timely dispatch of medication packages from hospital pharmacy within agreed TAT.
• Overall coordination & daily acknowledgment of pathology samples at hospital labs.
• Ensure availability of staff as per service requirements and escalate all issues to HODs and Area Head.
• Daily allocation of transport for all front end delivery staff (GDA / Nurse / Physiotherapist) as per Max@Home transportation policy.
• Efficiently maintain daily transport records for all services deployed within Spoke location.
• Daily billing, ageing & collection of payment from customers / riders.
• Reconciliation of payment with Max@Home (Hub) or Hospital finance team for all service lines.
• Support Area Head - Max@Home (Spoke) in creating & improving processes & protocols for smooth operations in delivery of services.
• Quick and proactive in providing assistance and support to patients for better customer service.
• Identify scope of improvements at all customer touch point.
• Prepare all MIS / Analysis related to all Max@Home patients within Spoke location.
• Maintain Spoke duty cell.
• Accountability for timely registration and closure of complaints.

IV. KEY PERFORMANCE INDICATORS
Measurable Deliverables

• High customer feedback ratings for all services.
• Pharmacy medication dispatch within TAT.
• 100% acknowledgement of sample collection at labs.
• Billing collection & reconciliation within TAT.
• 100% transport allocation at T-1.
• Compliance to protocols.

V. JOB REQUIREMENTS
Minimum Qualifications
Graduation / PG / PG Diploma in Management.
Experience
Desired, 2 to 5 years of experience in Hospitality / Service sector / Healthcare.
Behavioural Skills

• Good Interpersonal Skills
• Pro-activeness and assertiveness
• Team work
• Self-motivation
• Decision Making Skills
• Problem Solving

Language Skills
English & Hindi
VI. KEY INTERACTIONS
Key Internal Contacts
Key External Contacts

• Operations team
• Area Head - Max@Home
• Service Delivery Head - Max@Home
• HOD's (Nursing / Physiotherapy)
• Business managers
• Pharmacy team
• Pathology lab team
• Other outsourced Staff

• Patients and Customers
• Vendors

Skills Required