Senior Operations Manager

Preferred candidate profile

• Ensure patients are greeted and properly received at reception.
• Monitor patient registrations, doctor schedules, and ensure patients are guided to the required destinations.
• Monitor the amenities / facilities available in the patient waiting area, doctor consultation rooms and reception area and indent additional materials as per requirement.
• Monitor the cleanliness of outpatient and daycare areas.
• Coordinate with diagnostic departments as needed and monitor TATs of patient reports and ensure timely delivery to patients.
• Ensure all patients medicine prescriptions are guided to the pharmacy.
• Train and monitor all front office and billing team members continuously on the process flow, communication, grooming and handling patient care issues.
• Responsible for patient admissions and discharges.
• Responsible for collecting feedback forms from patients.
• Monitor and ensure minimum TATs across patient services.
• Maintain patient satisfactory levels as per the desired hospital standards.
• Identify opportunities for improving the patient experience and patient care services.
• Promptly attend to the patient complaints and take corrective actions, while escalating to reporting manager where required.
• Maintain patient data, assigned trackers and prepare and send daily / weekly / monthly reports as designated, in the prescribed formats.
• Coordinate with other departments as required to ensure patient queries are closed and any issues are resolved.
• Collect daily feedback from staff in all OP areas and address the issues.
• Verify bills raised for the consultations, services procedures, etc and ensure proper charge capture via audits against case sheet / EMR.
• Monitor cash handover processes every day from front desk to cashier.
• Attend to requirements of newly joined consultants like issue of aprons, room arrangement, names plates, HIS / EMR registrations, scrubs, etc.
• Coordinate with all clinical and supportive departments for providing best medical service to the patients.
• Prepare and monitor the rosters for the front office and billing team, telephone operators and the physician roster for patient admissions, public holiday staff list, etc.
• Collect all departmental rosters like ER, Anaesthetist, Critical Care for circulating as required.
• See that all patient care activities are in place, follow the protocols set by the management.
• Monitor and ensure service levels of OP dept. is per our hospital standards which may get updated from time to time.
• Responsible to ensure service quality to the patients, attendants given as per the standard operating protocol.
• Responsible to maintain payable status and follow up on a constant basis skilfully.
• Responsible for close follow up on critical cases.
• Responsible for verification of bills in terms of their accuracy and proper capture of services.
• Responsible to ensure the credit / corporate bills are sent to the concerned corporate / empanelment as per the set SLA and close follow and ensuring clearance of the queries from the corporates / empanelment.
• Responsible for the MIS reports being sent to the management as per the schedule.
• Responsible for designing, implementing and further improving the systems to manage processes and to ensure systems performance.
• Conduct internal process audits to ensure smooth functioning of the department and as per organizational SOPs.
• Responsible to develop innovative ideas, break through advancements and creative methods to address challenges.
• Responsible for regular interaction with consultants and other clinicians to ensure patient needs are met.
• Responsible to coordinate and maintain good relations with corporate clients, patients, TPAs, doctors, and public.
• Responsible for management of patient leads through conversion tracking across walk-ins, digital leads, telephone calls, etc using the given trackers.
• Responsible for recruitment and ensure performance feedback to team members.
• Responsible for identifying star performers, analysing training needs and to channelize their energies to make team members grow in the organization and contribute to organizational success.
• Responsible for imparting technical training and on the job training to new employees as well as the old employees in the system and ensure performance.
• Responsible for stocking outpatient and daycare areas, clinician offices, etc with required materials and stationery. Indent of the items for ensuring the department is stocked.
• Responsible for any other jobs as assigned and entrusted by management from time to time.