About us:

At Nova IVF Fertility, self-cycle has always been the encouraged choice. We are India’s 1st fertility provider to follow international protocols. With highest success rates, an expert team of fertility specialists, trained embryologists, counselors, fertility trained nurses we support you in each step of your fertility journey. We offer fertility treatment with uncompromising ethics, transparent pricing, patient centric approach with highest quality of care.

- Title: Manager Customer Care
- Department: Customer Care
- Location: Nova IVF Bareilly Centre
- Reports to: Operations Manager

Job Objective:

To be responsible for accurate & timely billing by ensuring that all the protocols and procedures are followed; To ensure that patients are received, guided and assisted well with an objective of providing best experience to patients and their attendants.

To achieve highest levels of patient experience at all points of contact with the patient by managing end-to-end patient care from admission to discharge through continuous monitoring, re-engineering of processes and training of employees.

Operational:

- Oversee the front office executives in accurate and timely billing for patients to prevent delay in discharge and thereby enable the optimum utilization of infrastructure facilitates.
- Interface with ward nursing staff to coordinate patient’s admission and hassle-free transfer to the wards.
- Oversee the entire discharge cycle from the point of intimation by the respective consultant surgeon till the patient leaves the center to ensure smooth experience to patients
- Oversee periodic updation of the bill amounts to patients’ attendants as per request and ensure collection of the bill amount in a timely manner.
- Oversee the front office executives in liaising with insurance companies for approval of payments and for collection of receivables.




- Coordinate with various consultants for all in-patients billing related services and ensure accurate and timely payouts to respective surgeons, anaesthetist etc.
- Address any of the queries or grievances related the patients’ bills.
- Ensure handing over all the relevant documents (discharge summary, investigation reports etc.) to the patients at the time of discharge.
- Prepare roasters for all the reports to ensure smooth functioning of the billing and front office department round the clock.
- Foresee all patient requirements and design patient handling processes accordingly to fulfil them.
- Determine patient requirements by interacting with patients and attendants of patients and establishing rapport with them and also by feedback surveys and bench marking with world-class practices.
- Manage admission of patients, allocation of wards and rooms according to the requirements.
- Oversee the housekeeping staff in keeping the wards clean and maintain hygiene of highest standards.
- Monitor the quality of food, consumables, furniture and other amenities provided to the patient and the accompanying attendants, and provide feedback to the Center Director on lapses and areas which require improvement.
- Coordinate with International Business team to receive the international patients directed to the respective center and handle all other requirements such as stay, travel and visa related etc. for them.
- Maintain database of available beds, private rooms, Operation theatre bookings etc.




- Monitor the behavioral standards of all the employees at all patient touch points viz. – Doctors, nurses, housekeeping staff, front office employees, pharmacy etc. Suggest training programs when necessary and escalate the issue to Center manager in case of major discrepancy
- Provide inputs to the manager/Deputy manager front-office in the deployment of right number of people in all departments having direct interaction with the patients
- Act as a facilitator to train employees on patient care, communication and business etiquette etc.
- Continuously innovate and try to improve processes for quality patient care

People

- Ensure timely goal setting, performance appraisal and reviews for the self and direct reports.
- Identify training needs of employees at center on various aspects such as care, communication and business etiquette etc. and coordinate with HR development to ensure adequate and timely training is provided to the employees.
- Ensure discipline in the billing and front office staff to be available all the time to receive the patients, direct them to respective surgeons and receive the phone calls.

People

- Coordinate with HR in procuring right manpower for the department.
- Ensure right number of people are deployed in all departments having direct interaction with the patients
- Ensure timely goal setting, performance review, appraisal and feedback for self and direct reports in a timely manner.
- Coordinate with HR in conducting relevant training on patient care, communication, business etiquette etc. to the staff in front office and billing based on the need

Job Type: Full-time

Pay: Up to ₹28,000.00 per month

Perks

- Health insurance
- Provident Fund

Experience:
- total work: 1 year (Preferred)

Work Location: In person

📌 Customer Care Manager (Bareilly)
🏢 NOVA IVF Fertility - A Unit of Rhea Healthcare Private
📍 Bareilly