Skills:
Employee Health check up management, Cross-Functional Collaboration, Scheduling and capacity Optimization, Report Management, Operations Management, Patient Management,
Company Overview
Sir H. N. Reliance Foundation Hospital & Research Centre is a renowned 345-bed multi-speciality tertiary care hospital in Mumbai, focused on cardiac, gastroenterology, liver transplant, nephro-urology, neurosciences, oncology, orthopaedics, and woman & child health. Offering progressive diagnostics and upholding international standards, the hospital is committed to excellence, advanced technology, and respect for life.
Job Title
Manager - Operations
Function
Patient Experience
Sub Function
Executive Health Check (EHC), OPD
Department
Preventive Health
To lead and manage
end-to-end Executive Health Check (EHC) operations
, ensuring seamless coordination across OPD, Laboratory, and Radiology, while delivering a
premium, time-bound, and differentiated preventive health experience
to individual and corporate clients.
- Key Accountabilities & Responsibilities
Executive Health Check (EHC) Operations
Patient Journey Management
- Own the complete EHC patient lifecycle from enquiry, pre-arrival counselling, appointment scheduling, registration, investigations, consultations, reporting, and final dispatch.
- Ensure clear communication of EHC packages, inclusions, exclusions, timelines, and deliverables to patients and corporates.
- Ensure time-bound movement of EHC patients across consultation rooms, Lab, and Radiology to meet defined completion TATs.
- Provide high-touch coordination and escorting, especially for senior leaders, corporates, diplomats, and VIP clients.
Scheduling & Capacity Optimization
- Manage daily and weekly EHC slot planning, footfall forecasting, and capacity utilisation.
- Coordinate with Consultants, Diagnostics, and Support Teams to avoid congestion and delays.
- Ensure smooth handling of walk-ins, corporates, group check-ups, and special health camps.
EHC Package & Revenue Integrity
- Ensure accuracy in:
- EHC package configuration in HIS
- Estimates and counselling
- Posting, billing, and settlements
- Monitor leakage points related to add-ons, missed billings, or incorrect package mapping.
- Ensure timely refunds and clarifications where applicable.
Reports & Closure
- Ensure consolidation, verification, and dispatch of EHC reports within defined timelines.
- Coordinate with Consultants for summary notes and final sign-offs.
- Ensure post-EHC follow-ups for abnormal findings, referrals, and feedback collection.
B. OPD OPERATIONS (EHC-LINKED)
- Oversee OPD workflows primarily supporting EHC patients, including specialist consultations forming part of EHC packages.
- Ensure:
- Consultant availability as per EHC schedule
- Minimal wait times for preventive health clients
- Manage EHC-to-OPD transition for follow-up consultations.
C. LABORATORY & RADIOLOGY - SUPPORTING ROLE
Note:
Clinical ownership remains with Lab & Radiology heads.The Manager Operations role ensures
coordination, experience, and TAT adherence only
.
Coordination & TAT Oversight
- Act as the single point of coordination between EHC desks, Phlebotomy, Laboratory, and Radiology front offices.
- Track EHC investigation progress and intervene to prevent delays impacting patient experience.
- Ensure priority handling of EHC samples and imaging, as per agreed SLAs.
Experience & Communication
- Ensure proper patient counselling for investigations and imaging procedures.
- Coordinate timely communication in case of re-tests, delays, or rescheduling.
- Ensure reports are uploaded and made available in line with EHC commitments.
D. Systems, SOPs & Governance
- Drive adherence to EHC-specific SOPs, patient journey maps, and escalation matrices.
- Ensure 100% documentation compliance, including:
- Consents
- Patient declarations
- Corporate documentation
- Ensure optimal use and uptime of HIS / LIS / RIS, with contingency plans during downtime.
E. Quality, Safety & Accreditation
- Ensure compliance with NABH / preventive health standards applicable to OPD and EHC services.
- Participate in audits, tracers, mock drills, and quality improvement initiatives.
- Ensure patient safety, infection control, and confidentiality across all touchpoints.
F. Financial & Performance Management
- Monitor EHC revenues, billing accuracy, and realization.
- Coordinate with Finance and Corporate teams on billing queries and reconciliations.
- Drive cost optimization while maintaining premium service quality.
G. People Management
- Lead Patient Experience Executives and Supervisors assigned to EHC.
- Ensure:
- Manpower planning for peak EHC days
- Training on SOPs, package counselling, and VIP handling
- Staff productivity and engagement
- Address escalations and grievances in a timely manner.
H. Growth, Innovation & Brand Experience
- Enhance EHC as a flagship preventive health product.
- Support Marketing and Corporate teams for:
- Corporate EHC programs
- Health camps
- Leadership screenings
- Introduce innovations in:
- Scheduling
- Digital report delivery
- Patient convenience and speed
- Experience & Education
- Education: MHA / MBA (Healthcare) preferred
- Experience:
- 8 plus years in hospital operations with atleast 2 plus years managing a team
- Mandatory hands-on experience managing EHC / Preventive Health programs
- Exposure to corporate clients and VIP handling
