GENERAL
· Ensure there are zero complaints on OPD services
· To ensure patient service objectives by proactively identifying requirements.
· Maintain rapport with doctors, medical staff, nurses, patients and patient attendants.
- To think independently and exercise one’s own judgment in determining actions during emergencies and challenging situations
- To give accurate and appropriate explanations to visitors and patients.
· Conduct periodic surveys, analyze patient feedback and use those inputs to streamline and strengthen the processes.
· Adhere to the service standards and SOPs
· Maintain methods for retrieving data and analyzing them on a real time basis.
OUT PATIENT SERVICES
· To coordinate with consultants and patients coming into OPD
· Enhance guest experience for Health checks
· Ensure increase in footfalls for OPD and Health checks
· Follow up for conversions through OP and Health checks
· Coordinate with all departments for maintaining TAT for services
· To manage the telephone calls in both the call center and individual telephones at various places in OPD.
· To oversee the appointment and scheduling done by team members.
· To be accountable for the reception area.
· To ensure the contact details and information about the hospital is current and updated in the OPD area.
· To manage the scheduling and allocation of consultant rooms.
· To ensure all patient information is kept confidential.
· To maintain attendance, leave and delays of consultants.
· To seamlessly communicate the delays of consultants and contain any patient unrest in the OPD area.
· To ensure service recovery is done by team members when a patient or patient attendant is unhappy with the service.
- Preparing Welcome Kit for newly joined Consultant (Visiting Cards, Letter heads, aprons, name plates, etc).
- Ensure room readiness when an Outpatient needs to be admitted.
- Keep a track of stationery being used.
- Coordinate with other departments for flawless service.
- Handle patient grievances like long waiting period for doctors or non-availability of appointment for walk-in patients.
- Maintain department as per NABH & Quality protocols
SUPERVISORY
· All the staff as per duty roaster attended for the duty.
· Supervising the work of the staffs, any doubts regarding OP/IP / Diagnostics / LAB Registration and billing to be clarified.
· If counters are busy guiding and sharing the work.
· Arranging for internal meetings, trainings and to work in co-ordination with other departments.
· Supervise the accountability of cash to cashier.
EMPLOYEES
· Train all employees in the department on HIS modules & Soft skills
· Conduct performance appraisal for team members.
· Ensure proper coordination within the department and inter department
· Report all the incidents
· Gives general orientation to new joiners
· Attends all meetings
· Maintains discipline and punctuality
· Reports all relevant issues
Other assignments at the discretion of HOD
Pay: From ₹25,000.00 per month
Work Location: In person
