Duty Manager - Front Office

KEY RESPONSIBILITIES

Patient/ Customer Care

• To resolve day to day patients / visitors complaints and manage the total Customer Experience Questionnaires dissemination process.
• To be able to handle Patients, their Attendants and Families including VVIPs
• To efficiently run departmental operations with maximum degree of Patient Centricity.
• To be available at functional areas for Patient contact at all duty hours

Process Orientation/ Documentation

• To effectively implement policies, procedures through Front Office personnel.
• To daily supervise front office services and staffing.
• To ensure accurate patient invoicing, billing, refunds etc. and resolves all problems associated with patient billing.
• To have complete orientation of Operating software of Hospital.
• Comply with the service quality Process, environmental & occupational issues & policies of the respective area.
• To have complete Awareness about Disaster Management Programme (DMP) of the hospital.

People Orientation

• To ensure efficient functioning of Front Office personnel/ processes/ systems.
• To ensure FO Teams awareness and readiness towards emergency patient handling roles.
• To coordinate with diagnostic and treatment activities to achieve high customer satisfaction levels with services.
• To coordinate with medical staff and other departments on behalf of Front Office Team.

Cost & Revenue

• To effectively utilize Hospital Information System, EPABX system and other software provided,
• To be aware and develop cost efficient operations for the Department

Discipline

• To conduct & coordinate training programs for front office team on process, policy & services.
• To be well groomed, punctual & adhere to company policies and practices.

IV. KEY PERFORMANCE INDICATORS

• IPD Bill dispatch TAT within 4 days in 90% cases. OP patient satisfaction scores for billing above MHC targets.
• PHP TAT as per the standards laid down in Processes in 90% cases.
• 95% Compliance with planned training by the department.
• Less than 1% error in billing and payment recovery.

V. JOB REQUIREMENTS

Minimum Qualifications

• Graduation. Preferably with PG Diploma in Hospital Management.

Experience

• 4-6 years of healthcare experience in the relevant work.

Language Skills

• English
• Hindi

Behavioural Skills

• Lead by example
• Progressive attitude
• People management