- Serve as second-in-command to the Centre Manager and assist in day-to-day clinic management.
- Work with nurse managers and doctors to manage daily operations of the assigned service area ensuring smooth running.
- Review key processes to improve KPIs across total customer experience, operational efficiency, and resource utilization.
- Track, monitor, and make recommendations for departmental budget utilization to achieve optimisation of allocated resources.
- Manage a team of support staff (Customer Care Executives, Staff Nurses, Lab Technicians, and others) to deliver timely and excellent services.
- Manage customer complaints and follow up with service recovery when necessary.
- Coordinate with corporate clients and TPAs (Third Party Administrators) regarding payments of medical service bills.
- Generate and dispatch medical reports to clients within defined turnaround times (TAT).
- Handle overflow of customers from the Billing Desk and manage customer flow at the clinic.
- Collect and manage customer feedback through the CMS portal; coordinate report pickups.
- Participate actively in Rapid Improvement Events (RIEs), IT implementations, and current initiatives.
- Maintain bills related to basic amenities; handle daily transactional issues.
- Coordinate with the Centre Manager for organizing health camps and corporate events.
- Generate Reports and MIS as required.
- QUALIFICATIONS
- Graduate in Hospital/Healthcare Administration, BBA, or MBA — preferred.
- Familiarity with insurance claim processes, TPA empanelment, and corporate billing.