I. JOB DETAILS

Job Title

Duty Manager – IPD

Reporting Supervisor

HOD - Front Office

II. JOB PURPOSE

Front office is a critical function in the overall Patient Experience. The person will work towards creating a Service Oriented culture; standardize processes, employee engagement, improving OPD, Admission & Discharge processes, Training & Measurement practices.

III. KEY RESPONSIBILITIES

1. Front Office Patient Experience
1. Improve customer experience at FO (IMRB scores)
2. Reduce customer complaints
3. Provide resolution of customer issues
4. Handle customer escalation

- Process Improvement

1. Identification of key improvement areas in front office
2. Enhance OPD Admission TPA and Discharge process
3. Contribute in creating SOPs for front office

1. Internal administration
1. Effectively manage Admission/Discharge/PHP/OPD /TPA and other process
2. Lobby management and patient handling & assistance
3. Maintaining area upkeep and provide infrastructure support to team
4. Handle inter and intra departmental coordination and escalation
5. Ensure total familiarity with all instructional manuals and operating procedures applicable to the role
6. Follow Cash / Credit / Corporate billing /discount instructions
7. Handling TPA related queries, approval and discrepancies
8. Ensure to provide estimates for admitted / non admitted CASH/ CORP/TPA patients
9. Managing collection outstanding and discounts
10. Bed Management for admitted / non admitted patients
11. Handle hospital information system efficiently
12. Complete awareness about Disaster Management Program (DMP)
13. Comply with the service quality process, environmental & occupational issues & policies of the respective area
14. Comply with patient safety policy
15. Reduce or highlight revenue leakage or any pilferage

- People Management and engagement

1. Roaster and leave management of team for smooth functioning
2. Conduct briefing and de-briefing meeting
3. Create culture of appreciation
4.



Exhibit MHIL values and role modelling
5. Work towards overall well being of the team

1. Service Culture
1. To be well groomed, punctual and adhere to company policies & practices
2. Service Protocols for each role and monitor adherence

- Skilling & Training

1. Conduct training need analysis for the team
2. Ensure nominations and participation of self & team members in all training
3. Coaching and handholding of new employees

- Compliance & Internal controls

1. Strong supervision of cash handling process
2. Reduce any instances of compliance outages

Page Break Page Break IV. KEY PERFORMANCE INDICATORS

- Customer experience score (IMRB scores -T2B & B2B)
- Employee attrition % & employee engagement score
- Drive new initiatives for betterment of flow processes & Quality projects
- Billing, Admission and Discharge TAT
- % collection outstanding
- Ensure at least 8 man-hrs of training per staff every month
- Low transaction error i.e. not more than 2%
- 100% compliance as per NABH & IMS standards, cash & discount management process

V. JOB REQUIREMENTS

Minimum Qualifications

- Graduate or MBA (Hospital Administration) (Preferable)
- Physical requirement – As per the policy Employee should explicit the Pre Employee Check Up

Experience

- Overall : 8-12 years of experience in Operations and customer service
- Current : Min 18 months to 2 years exp in current role & organization

Industry

- Healthcare (preferable) , Hospitality , Aviation and other service industry

Language Skills

- English, Hindi, Punjabi(Preferred for Mohali and Bhatinda)

Behavioural Skills

- Lead by example & Self motivated
- Progressive attitude
- People management
- Numeric ability

VI. KEY INTERACTIONS

Key Internal Contacts

Key External Contacts

1. PCC/PCE/ FO heads/AGM/DGM FO
2. Chief Administrator and HODs
3. Physicians & Nursing
4. Technicians
5. Housekeeping/ Food & Beverage
6. Engineering and maintenance
7. IT & Finance

- Patients and Customers
- WNS (Call Center vendor)

📌 Head - IPD Front Office (New Delhi)
🏢 Mhc
📍 New Delhi