Patient Navigation &

- Single Point of Contact:

- Act as the single point of contact for patients and attendants for all services.

- Meet all admitted patients post-admission, during treatment, and pre-discharge, ensuring continuous engagement.

- Resolve patient and attendant queries independently, escalating only when required as per protocol.

- Ensure patient care services by :

- Performing daily floor manager feedback rounds and addressing and resolving the patient concerns

Effectively managing patient discharge process :

- Planned discharge: coordinate with admitting doctor and plan patient discharges on daily basis

- Discharge counselling:

To conduct D 1 &

- D 0 discharge counselling.

- Discharge tracking: check for early morning discharge status and follow up to make sure patient should be out within the prescribed timeline.

- Ensure the proper morning hurdle to be done with each department representative for any patient related concerns to be solved on urgent basis.

- Performs following duties related to hospital information systems :

- Ensures recent admission received in the system on time

- Proper discharge status update on time and follow up for discharges on the system.

- Ensuring ward unit performance and patient satisfaction

Ensuring effective patient care on wards/ floors through :

- Timely doctors rounds

- Availability of doctors on floor

- Prompt nursing response for patient needs

- Empathetic behavior of the staff towards patient and attendants

- Regular facility upkeep

- Complain management :

To timely address and resolve patient / attendant complaint

- Adherence to quality policies and standards:

- Conducting quality audits

- Sharing compliance report to the chairman/ quality champion of the concerned department related to medical record audits, documentation compliance,



clinical pathways and KPIs

- Developing process and framework for ensuring compliance to all the quality audits

Manage and supervise the following department works on floor :

- Security/GDA /housekeeping/F&B; issue.

- Nursing response to call bell.

- Analyzes and streamlines the process in wards for e.g. Attendant passes and home medication and home food and suggest reform.

- Gives daily report of the respected departments/floors to the medical superintendent office.

- Feedback and evaluation and suggestions for improvement.

Admission, Scheduling &

- Operational Coordination:

- Prepare and circulate Day -2 and Day -1 admission lists, including direct admissions, procedures, pediatric cases, etc.

- Coordinate real-time bed allotment and patient flow management.

- Ensure timely chemo note signing, drug indenting, receiving, mixing, and bedside delivery.

- Ensure timely closure of cross referrals and inter-departmental requests.

Patient Experience, Feedback &

- Complaint Resolution:

- Collect written and telephonic patient feedback during and post-discharge.

- Conduct post-discharge experience calls via the Zykr App, capturing full hospital-stay feedback.

- Ensure complaint resolution within defined TAT, with proper RCA and stakeholder involvement.

- Escalate unresolved issues through the defined escalation matrix and ensure closure.

Floor Management &

- Service Standards:

- Maintain the look, feel, and decorum of the floor, ensuring patient experience standards are met.

- Take accountability for team responsibilities during staff absence or breaks.

- Assist floor teams and comply with instructions from senior leadership and program management.

Desired Qualification: Medical Graduate/ Postgraduate in Hospital Administration, Healthcare Management, Business Administration, or related discipline

📌 Floor Manager - Emergency/ICU (Gurugram)
🏢 Medanta
📍 Gurugram