Key Responsibilities
Patient Care & Customer Experience
- Ensure excellent patient experience by delivering prompt, courteous, and compassionate service.
- Handle patient complaints, grievances, and escalations professionally and ensure timely resolution.
- Monitor patient satisfaction scores and implement corrective action plans.
- Conduct regular patient rounds to proactively identify service gaps.
- Ensure VIP patients receive seamless coordination and personalized assistance.
Team Leadership
- Supervise, mentor, and guide Patient Care Executives, Front Office Executives, and Coordinators.
- Allocate daily responsibilities and prepare shift rosters.
- Monitor attendance, punctuality, grooming, and productivity of the team.
- Conduct induction and on-the-job training for new employees.
- Perform periodic performance reviews and coaching sessions.
Operations Management
- Oversee OPD, IPD, Admission, Discharge, and Appointment Management activities.
- Ensure smooth patient registration and timely appointment scheduling.
- Coordinate patient movement across departments to minimize waiting time.
- Monitor discharge turnaround time (TAT) and ensure timely completion.
- Ensure compliance with hospital SOPs and operational guidelines.
Coordination
- Liaise with Doctors, Nursing, Diagnostics, Pharmacy, Billing, Insurance, Housekeeping, Security, and Maintenance teams.
- Coordinate emergency patient movements and priority cases.
- Facilitate effective communication between patients, families, and healthcare providers.
Billing & Documentation
- Ensure accurate patient registration and documentation.
- Monitor billing accuracy, payment collection, and receipt generation.
- Coordinate with TPA/Insurance teams for cashless approvals and documentation.
- Ensure proper maintenance of patient records and confidentiality.
Quality & Compliance
- Ensure compliance with NABH standards and hospital quality protocols.
- Monitor adherence to infection control and patient safety guidelines.
- Conduct periodic audits of patient care processes and documentation.
- Ensure compliance with statutory and regulatory requirements.
Reporting & MIS
- Prepare daily, weekly, and monthly MIS reports.
- Monitor departmental KPIs and service quality metrics.
- Analyze patient complaints and recommend process improvements.
- Maintain departmental records and operational dashboards.
Continuous Improvement
- Identify opportunities to improve patient experience and operational efficiency.
- Participate in quality improvement initiatives.
- Recommend automation and process enhancements.
- Support accreditation and quality audits.
Required Qualifications
- Bachelor's Degree in Hospital Administration, Healthcare Management, Life Sciences, Nursing, or any Graduate.
- Master's Degree (MHA/MBA Hospital Administration) preferred.
Experience
- 6–10 years of experience in Patient Care Services, Hospital Operations, Front Office, or Customer Service.
- Minimum 2 years of experience in a Team Lead, Supervisor, or Incharge role.
- Experience in NABH-accredited multi-specialty hospitals is preferred.
Required Skills
Functional Skills
- Patient Care Services
- OPD & IPD Operations
- Patient Registration
- Appointment Scheduling
- Admission & Discharge Coordination
- Hospital Administration
- Medical Records Management
- Billing & Payment Coordination
- TPA & Insurance Coordination
- Patient Counselling
- Hospital Information System (HIS/EMR)
- Customer Service Excellence
Pay: ₹22,000.00 - ₹30,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
