Patient Care Head - Fortis Hospital - Mulund

About the Role

Patient Care Head

Key Responsibilities

•Achieve heightened levels of customer service

• Meet customer / patient service objectives by foreseeing requirements; preparing annual budgets; scheduling expenses
• Monitor admissions and discharge process; allocate rooms and beds
• Take part in the selecting, orienting, training, counseling and disciplining employees. Maintain rapport with consultants, patients and patient attendants.
• Determine customer/ patient service requirements by establishing open rapport with patients/ customers; visiting operational environment; conducting surveys; bench marking best practices
• Improve customer quality by studying, evaluating, and redesigning processes, establishing and communicating service metrics; monitoring and analyzing results; implementing changes
• Maximize customer service by providing help desk resources and technical advice; resolving problems; disseminating advisories and new techniques, detecting and diagnosing problems
• Generate reports regarding bed occupancy, admissions, etc for management
• Inspire team members, and instill enthusiasm and drive
• Encourage team members to reach targets and enhance productivity Encourage and develop team members multi-functionality
• Conduct performance appraisals within the department and work with HR department to chalk out action plans for development and growth of staff in tune with strategies and objectives of the organization.
• Identify and overcome complacency by constantly improving functional abilities of the department
• Identify training needs and nominate team members for appropriate programs that would enhance knowledge, skills and to shape the attitudes required for development
• Take decisions on all operational and team matters that are outside the purview of subordinates
• Keep in touch with entire team through regular meetings
• Represent the Department or team in the management Morning Meetings and other employee or department related committees
• Update job knowledge by participating in educational opportunities, reviewing professional publications; maintaining personal networks; participating in professional organizations

Required Skills & Qualifications

• Bachelors degree (MBA / Hospital Administration preferred).
  
• 815 years of experience in Patient Care Services or Hospital Operations.
  
• Strong understanding of hospital workflows, patient handling, and service standards.
  
• Excellent communication, people management, and conflict-resolution skills.
  
• Ability to handle high-pressure situations and make quick decisions.
  
• Experience working with JCI / NABH guidelines is an advantage.

Preferred Attributes

• Prior experience working with large multispecialty hospitals.
  
• Strong leadership and team-building skills.
  
• Customer-centric mindset with a focus on continuous improvement.

Kindly Connect: aurrelia.vaj@fortishealthcare.com

Phone: 7039783923