Role & responsibilities

- Manage the complete Recovery & Dispatch process from receipt of requests to final delivery and acknowledgement.

- Ensure timely recovery of pending payments, documents, reports, files, records, and other hospital-related items, as applicable to the department.

- Coordinate with Billing, TPA, Insurance, Medical Records, Front Office, Nursing, Laboratory, Radiology, Pharmacy, OT, IPD, OPD and Administration teams.

- Track all pending recovery/dispatch cases and ensure closure within defined TAT (Turnaround Time).

- Review pending cases daily and prepare a department-wise pending/recovery report.

- Follow up with concerned departments for incomplete documentation, missing records, approvals, or pending requirements.

- Verify all documents and information before dispatch to avoid errors, omissions, or incorrect delivery.

- Maintain accurate dispatch registers, inward/outward records, acknowledgements and tracking details.

- Ensure proper documentation of date, time, recipient, mode of dispatch, reference number and acknowledgement.

- Coordinate with courier/logistics partners for external dispatches and monitor delivery status.

- Follow up on undelivered, returned, delayed or incorrectly dispatched documents/items and ensure timely resolution.

- Ensure proper handover of sensitive hospital documents only to authorized persons/departments.

- Maintain strict confidentiality and security of patient records, medical documents and hospital information.

- Escalate high-priority, delayed, disputed or unresolved cases to the reporting manager.

- Maintain proper filing and systematic storage of all recovery and dispatch-related records.

- Prepare daily, weekly and monthly MIS reports for management review.

- Monitor department performance against defined TAT, productivity and accuracy parameters.

- Identify recurring delays or gaps in the process and recommend corrective actions.

- Ensure compliance with hospital SOPs,



NABH standards, policies and documentation requirements.

- Conduct regular reconciliation of dispatch records with departmental records to identify discrepancies.

- Coordinate with accounts/finance teams wherever recovery involves outstanding amounts, pending bills or financial documentation.

- Assist in resolving patient/attendant queries related to pending reports, documents, billing recovery or dispatch status.

- Ensure proper communication with patients, attendants, corporate clients, TPAs, insurance companies and other external stakeholders, wherever required.

- Maintain qualified behaviour and ensure patient-focused service during all interactions.

- Support internal and external audits by providing required records and documentation.

- Ensure all physical and digital records are properly updated and traceable.

- Train and guide junior staff on recovery, dispatch procedures, documentation and hospital SOPs.

- Allocate daily work among team members and monitor completion, where applicable.

- Maintain adequate coordination during peak hours, emergency situations and high-volume periods.

- Ensure proper shift handover, including details of all pending and priority cases.

- Perform any other duties related to Recovery & Dispatch/Hospital Operations assigned by the department head or management.

Preferred candidate profile

- 58 years of relevant experience in a hospital/healthcare organization.

- Graduate or Post Graduate in any discipline; healthcare/hospital management qualification will be an advantage.

- Good knowledge of hospital operations and departmental coordination.

- Strong documentation and record-management skills.

- Good communication and interpersonal skills.

- Basic computer knowledge, including MS Office and hospital information systems (HIS/HMIS).

- Ability to work under pressure and manage multiple tasks.

- Strong attention to detail and follow-up skills.

- Ability to maintain patient confidentiality and professional standards.

📌 Assistant Manager (Recovery and Dispatch) (New Delhi)
🏢 Aakash Health Care
📍 New Delhi