Job
Description
General Purpose of the Job : This positions main Role & Responsibility is to supervise proper functioning of clinics w.r.t. Medical Departments, Front Office and OPD Chambers and report to Center Manager. Prima facie focus of the Floor Manager is smooth functioning of all the departments and front offices of the center, patient waiting areas and OPD clinics. It will also include interaction with the patients and doctors till their exit from the Centre. Job Duties & Responsibilities: Main job responsibilities of the Floor Managers are as follows (but not limited to): Checking availability of adequate Inventory in the Department, Queue Mgmt system, cash change, hardware and software working. Check attendance and grooming of employees of all the departments including housekeeping and security to ensure readiness of the clinic to render service to the patients. Follow up with Center Manager/ Assistant Manager for Backup of Technicians/Phlebotomists/Doctors and other Departmental Staff in case of Absenteeism. Call up head office through the PRI and inform about the readiness or gaps if any. Checking cleanliness of Various Departments, Reception, Waiting area, Pantry, Stairs and Toilets Inform the respective departments of the procedure/investigation/health checkup booked and their respective involvements Confirm the schedule with the doctors over phone- both chamber and reporting. Pass on the information to the CRM, the reception and to the patients in case of any change in the Pre-settled schedule is there. The FLOOR MANAGER has to ensure that the reception follows the SOP at every step. **VERY IMPORTANT** Floor Manager should ALWAYS be available in the patient-waiting area, helping patients/ visitors with their various queries and complaints Assisting in billing procedures during rush hours. Also, co-ordinate with the IT department in case of any rectification of patient details or other IT issues Coordinate with all the testing departments and Phlebotomy to maintain the shortest TAT for the patients. Keeping watchful eyes on the patients in the waiting lounge and speak to them frequently The Floor Manager should work towards handling the patients with a HUMAN TOUCH and make them well acquainted with their respective investigations Take special care of corporate clients and see to the smooth functioning of health package patients, their breakfast etc. Handling Departmental Grievances for Patient- in case of Technician shortage, Machine Breakdowns at Front Office or at other departments- need to report to the Center Manager/ Assistant Manager with immediate effect Get patient feedback forms filled by the patients. Keeping good liaison and coordinating with Reporting Doctor/Referring Doctor and Marketing personnel whenever required The volume of patients for the day to be communicated to the doctor well in advance so that he can schedule himself/herself accordingly Follow up on any URGENT reports- which are to be released on daily basis and also to convey the same to the referred doctors when required. Chase up and mail the status within 4 pm to 5 pm daily Checking and chasing up posting for daily discounts/ refund approvals from HO for the smooth functioning of the organization ALL OPD prescriptions to be checked and tapped in order to increase business- convincing patients for the prescribed tests as well as other health packages In case of any emergency, refer to the contact person (Center Manager/ Assistant Manager)and the emergency team immediately. To ensure all the billing counters, helpdesk and all the other departments are properly manned during Office hours, To co-ordinate with the IT department in case of any rectification of patient details or any other IT related issues. Tasks like Attending patients/patient relatives queries, Ordering stock, Stock taking and inventory, Supervise Cleaning up of Center and display area, convening team meetings, Recruiting and training new team members, Supervising staff, Performing ad hoc tasks, Delegating workload, Assisting Center Manager in other miscellaneous Center operations Experience / Knowledge - 3-5 years of experience in Clinic Management / retail outlet management. Knowledge of the health care industry Knowledge of the complete running of a diagnostic center business (process, discharge), products offered by the Company and medical technology. Computer savvy-Knowledge of MIS and basic computer skills
