Job Description

Management Trainee Operations (Patient Experience & Billing)

Hospital Name: Sir H N Reliance Foundation Hospital

Location: Charni Road, Mumbai

Function: Hospital Operations / Patient Experience

Department: Patient Experience OPD / EHC / Diagnostics / Lobby

Reporting To: Patient Experience Duty Manager / Supervisor

Program Duration: 12 Months (Management Trainee)

Post Training Role: Operations Executive Patient Experience / OPD Billing

1. Role Overview / Job Purpose

The Management Trainee Operations role is designed to groom fresh pharmacy graduates with a Masters / MBA in Pharmaceutical Management into hospital operations professionals.

During the one-year Management Trainee program, the candidate will be trained across patient experience, OPD billing, diagnostics coordination, and operational workflows(link removed) Upon successful completion, the trainee will be absorbed into a full-time operations role within the hospital(link removed)>

The role requires handling patient-facing operations while leveraging pharmaceutical knowledge to support prescription coordination and facilitate medicine delivery to patients, ensuring a seamless and high-quality patient experience.

2. Key Responsibilities

A. Patient Experience & Service Delivery

- Execute the Patient Experience Service Delivery Model across OPD, EHC, Diagnostics, and Lobby areas.
- Ensure smooth patient registration, appointment scheduling, and billing processes.
- Manage patient queries, counselling, redirections, and grievance handling with empathy and professionalism.
- Coordinate appointment confirmations, rescheduling, and cancellations via call, SMS, and email.
- Ensure timeliness (TAT adherence) for registration, billing, report generation, and dispatch.

B. Operations & Coordination

- Coordinate with doctors, nursing staff, pharmacy, diagnostics,



and other clinical and non-clinical teams for smooth patient flow.
- Support OPD and diagnostic billing processes, including bill generation, verification, and payment collection.
- Review prescriptions and advised services, scan and upload prescriptions into the hospital system (HIS/SAP).
- Facilitate medicine-related coordination and patient support, leveraging pharmacy and pharmaceutical management knowledge.
- Ensure proper handover, daily shift reporting, and adherence to hospital SOPs.

C. Finance & Billing

- Handle cash, card, and digital payment collections as per hospital policy.
- Ensure accuracy in billing, cash handling, shift closures, and report generation.
- Apply discounts, packages, and offers as per approved guidelines.
- Adhere strictly to billing, audit, and cash deposition policies.

D. Quality, Compliance & Safety

- Ensure compliance with NABH / JCI standards and hospital quality protocols.
- Actively participate in infection control, patient safety programs, and quality improvement initiatives.
- Maintain patient confidentiality, rights, and ethical conduct at all times.
- Follow hospital policies, SOPs, and regulatory guidelines strictly.

E. Learning & Development (Management Trainee Focus)

- Participate in structured onboarding, functional rotations, and process training during the MT year.
- Attend mandatory trainings, workshops, and assessments and meet required scores.




- Demonstrate continuous learning orientation and adaptability to hospital operations.
- Provide suggestions and feedback for service improvement and operational efficiency.

3. Key Performance Areas (KPAs)

- Patient satisfaction scores and feedback
- Timely completion of registrations, billing, and operational processes
- Accuracy in billing and cash handling
- Adherence to SLAs and turnaround times
- Training completion and performance assessment during MT tenure
- Professional behaviour and teamwork

4. Competencies Required

A. Core Values

- Patient First
- Excellence
- Accountability
- Respect
- Teamwork
- Integrity

B. Functional / Technical Competencies

- Basic understanding of hospital operations and patient workflows
- Knowledge of pharmacy and pharmaceutical management concepts
- Willingness to learn hospital HIS / SAP systems
- Robust communication and interpersonal skills
- Customer-centric mindset
- Attention to detail and process orientation

5. Educational Qualifications

Essential:

- Bachelors degree in Pharmacy (B.Pharm / equivalent)
- PGDM/MBA/Masters / MBA in Pharmaceutical Management/Healthcare Managements (2026 pass-out students)

Desirable:

- Exposure to healthcare, hospital operations, or patient services through internships or projects

6. Experience Requirement

- Freshers (0 years of experience)
- Relevant internships or academic exposure to healthcare / pharma operations will be an added advantage

7. Career Progression

- Successful candidates will be appointed as Management Trainees for 12 months
- Post successful evaluation, candidates will be absorbed into Operations roles within Patient Experience / OPD Billing / Hospital Operations
- Long-term growth opportunities within hospital operations and healthcare management tracks

📌 Management trainee Operationspassout) (Mumbai)
🏢 sir h. n. reliance foundation hospital and research centre
📍 Mumbai