Job Description – Success Manager (Hospital)

Position: Success Manager

Salary : 20k to 30k
Department: Operations / Patient Services
Reports To: Hospital Administrator / Management
Location: Sai Jyot Multispeciality Hospital, Koparkhairane, Navi Mumbai

Job Purpose

The Success Manager is responsible for ensuring a smooth and positive experience for patients and their relatives throughout their hospital journey. The role involves coordinating with patients, doctors, nursing staff, billing, TPA/insurance, diagnostics, and other departments to resolve issues promptly and improve patient satisfaction.

Key Responsibilities1. Patient Experience

- Welcome and guide patients and their relatives.
- Ensure patients receive timely information regarding admission, treatment, billing, discharge, and follow-up.
- Regularly interact with patients/relatives to understand their concerns and requirements.
- Handle complaints and ensure timely resolution.
- Collect patient feedback and identify areas for improvement.

2. Department Coordination

- Coordinate with RMO, doctors, nursing, billing, TPA, pharmacy, diagnostics, housekeeping, and administration.
- Ensure smooth communication between departments.
- Follow up on pending patient-related issues until closure.
- Escalate critical issues to the Hospital Administrator/Management.

3. Admission & Discharge Coordination

- Monitor the admission process and ensure required documentation is completed.
- Coordinate with TPA/insurance teams for cashless approvals and pending documents.
- Follow up on discharge summaries, final bills, approvals, and patient discharge.
- Ensure patients and relatives understand the billing and payment process.

4. Patient Feedback & Service Improvement

- Conduct regular patient satisfaction checks.
- Maintain records of complaints, feedback, and resolutions.
- Identify recurring issues and suggest corrective actions.




- Work with departments to improve service quality and patient satisfaction.

5. Follow-up & Relationship Management

- Follow up with discharged patients when required.
- Maintain professional relationships with patients and their relatives.
- Support patient retention and encourage positive patient experience.
- Coordinate feedback and service-related communication through appropriate channels.

6. Daily Reporting

- Maintain a daily record of patient concerns, complaints, feedback, and resolutions.
- Submit regular reports to the Hospital Administrator/Management.
- Track pending issues and ensure timely closure.
- Maintain confidentiality of patient and hospital information.

Required Skills

- Excellent communication and interpersonal skills.
- Positive knowledge of hospital operations.
- Ability to coordinate with multiple departments.
- Problem-solving and complaint-handling skills.
- Good follow-up and documentation skills.
- Basic knowledge of MS Office/Excel.
- Ability to work under pressure and handle difficult situations professionally.

Qualification & Experience

- Graduate in any discipline; Hospital Management/Healthcare Management qualification preferred.
- 1–3 years of experience in hospital operations, patient relations, customer service, TPA/insurance, or healthcare administration preferred.

Key Performance Indicators (KPIs)

- Patient satisfaction score.
- Complaint resolution time.
- Number of unresolved/pending complaints.
- Patient feedback collection and closure rate.
- Coordination efficiency between departments.
- Timely resolution of patient service issues.
- Quality of discharge and admission coordination.

Working Requirements

The Success Manager may be required to work in shifts and adjust working hours according to hospital requirements, emergencies, patient load, and operational needs.

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

- Flexible schedule

Work Location: In person

📌 Success Manager (Hospital) (India)
🏢 SAIJYOT MULTI SPECIALITY HOSITAL
📍 India