Manager - Customer Care

Key Responsibilities

Operational

• Supervise front office executives to ensure accurate billing, timely collections, and error-free discharge processes.
• Coordinate closely with nursing staff, consultants, and insurance companies for seamless admissions, transfers, approvals, and payouts.
• Update patients and attendants on billing status and address queries or grievances promptly.
• Ensure proper handover of all patient-related documents at discharge.
• Prepare staff rosters and maintain updated data on beds, rooms, and OT bookings.
• Monitor housekeeping, food quality, amenities, and service standards in patient areas.
• Assist with international patient requirements including stay, travel, and visa arrangements.
• Drive continuous improvement in patient-care processes and handle patient feedback.

People Management

• Ensure appropriate staffing levels, goal setting, appraisals, and regular performance reviews.
• Identify training needs and coordinate with HR to deliver training on patient care, communication, and etiquette.
• Maintain high levels of discipline and behavioural standards among all staff at patient touchpoints.

Key Result Areas

• Accuracy of billing and timeliness of admissions/discharges
• Patient and doctor satisfaction scores
• Reduction in service delays and errors
• Training completion vs. plan
• Introduction of new initiatives to improve patient care

Internal & External Interfaces

• Doctors, Nursing, Housekeeping, Pharmacy, Patient Care, Finance, Materials & Stores, HR, International Business
• Medical insurance companies and third-party administrators

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person