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Duty Manager - Front Office

ConfidentialDelhi

8 days ago

Job description

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

Skills Required

Guest Relations, Revenue Management, Staff Training, Problem Solving, Customer Service

Front Office Manager • Delhi