Deputy General Manager - Operations

Roles & Responsibilities

• Define, set and audit Customer Service standard at work area.
• Model high level customer focused and service behaviours and able to coach others to develop excellent customer care.
• Creating and updating personalized care plans for patients.
• Interacting with healthcare providers to facilitate patients' treatments.
• Ensuring patients treatment requirements are met.
• Suggesting alternative treatment plans when patients' services requests do not meet medical necessity criteria.
• Collaborating with patients' families, friends and social supports in developing treatment plans.
• Manage the Hospital patient administration processes including medical records to ensure that they work efficiently and effectively and in the best interests of the customer, direct the team to achieve budgetary targets.
• Tracking OP to IP conversion on daily basis.
• Ensure OP TAT time to be maintained & track on a daily basis.
• Reduce OP billing & registration wait time.
• Ensure emergency team co-ordinate with the admission team for prioritization of emergency admission.
• Coordinate with the consultants & all stake holders to speed up the discharge process.
• Focuses on decreasing the hospital length of stay by intervening early in the discharge process to impact timely discharge
• Analysis of delay in discharges on daily basis & share the reports with all stake holders.
• Maintain discharge TAT daily basis.
• Responsible for Hospitality, Maintenance, Negotiations, Agreements and documentation.
• Ensure that the all wards are cleaned to an acceptable standard, consistent with the special requirements of kitchens and infection control polices. Provide facilities that are clean, undamaged and appropriate.
• Select, appoint, retain and promote the most appropriately qualified and experienced staff as needed in conjunction with Human Resources.
• Work with HODs/team managers to establish appropriate work and time plans for all staff in department to maximise the efficient use of staff time.
• Provide Continuous training to and develop the knowledge and skills of staff.
• Ensure all staff in the team conducts themselves in a professional manner, are well presented and responsible for their discipline in accordance with Company policy.
• Assess performance levels of staff.
• Review the performance and competence of staff through annual appraisal, identifying training needs and arranging for its provision in conjunction with Human Resources.
• Manage and review annual leave entitlement to ensure that staffing levels remain appropriate throughout the year.
• Ensure and supervise Quality standards as per NABH guidelines.
• Responsible for DMOs management.
• Any other responsibilities assigned by the management time to time.