Manager/ Sr. Manager- Front Office

1. Front Office Patient Experience a) Reduce customer complaints. b) Provide resolution of customer issues. c) Handle customer escalation. d) Monitoring all the admissions leads generated from OPD. 2. Process Improvement a) Identification of key improvement areasin front office. b) Enhance OPD Admission and Discharge process. c) Contribute in creating SOPs for front office. 3. Admissions a) To ensure highest level of patientsatisfaction at Admissions desk. b) To reduce admissions waiting TAT. c) To ensure proper coordination of patients as per specialties. d) To take initiatives in improving admissions process. 4. Estimate a) To ensure accurate estimate is given to patients as per Surgery / admission advised. b) To Tag all the estimates in the system. c) To monitor all the variances and work towards reducing the variance. 5. Internal administration a) To be responsible for implementation of pricing for the hospital. b) Provide support to the DGM & Vice President (Hospital Operations) for all administrative functions related to patient flow. c) To have complete orientation of QMS and EMS system of Hospital. d) To have complete Awareness about Disaster Management program (DMP) of the hospital. e) To comply with the service quality Process, environmental & occupational issues & policies of the respective area. f) To comply with patient safety policy. g) To ensure safe utilization of equipment and proper waste disposal system. 6. People Management and engagement a) Asses manpower requirement,skill mix required and plan effective deployment of staff. b) Prepare budgets and implement them related to Front Office manpower planning etc. c) Create KRAs at all levels. d) Install measurement mechanism. e) Understand key hurdles / obstacles and work towards eliminating the same. f) Work towards overall well-being of the team. 7. Service Culture a) To be well groomed, punctual and adhere to company policies & practices. b) Service Protocols for each role and monitor adherence. c) Get actively involved in right recruitment. d) Install review governance. e) Create reward and recognition opportunities. 8. Skilling & Training a) Conduct training need analysis for the function. b) Ensure nominations and participation of team members in all training programs. 9. Monitoring & Reporting a) Identify key performance metrics. b) Install measurement mechanism. c) Standardize reporting templates and dashboards. 10. Compliance & Internal controls a) Install control measures to avoid any audit issues. b) Create a strong cash handling process. c) Reduce any instances of compliance outages. 11. Governance a) Create a rhythm of reviews with unit heads and Head of Support Services.