Key Roles and Responsibilities

1. OPD Operations Management

- Oversee day-to-day OPD operations to ensure smooth patient flow, minimal waiting time, and efficient service delivery.
- Monitor patient registration, billing accuracy, cancellations, refunds, and compliance with hospital policies.
- Ensure adequate availability of manpower, infrastructure, stationery, forms, and other front-desk requirements.
- Identify operational bottlenecks and implement corrective measures to improve efficiency.

2. Staff Management and Development

- Prepare and monitor staff rosters, attendance, punctuality, leaves, and manpower allocation based on daily OPD requirements.
- Supervise team performance and ensure adherence to defined operational standards and SOPs.
- Mentor, guide, and train team members to enhance productivity, communication, and patient-handling skills.
- Address staff-related concerns and promote accountability and teamwork.

3. Doctor Schedule and Appointment Management

- Coordinate with doctors and concerned teams to maintain accurate and updated consultation schedules.
- Liaise with the call center to open or block appointment slots based on doctor availability and consultation capacity.
- Ensure timely communication of schedule changes to patients, doctors, and relevant staff.
- Oversee outsourced OPD appointments and coordinate with external partners/vendors to ensure seamless patient services.
- Maintain visiting consultant appointment trackers and coordinate the processing of consultant fee payments.

4. Patient Experience and Grievance Management

- Monitor patient feedback, grievances, complaints, and Google reviews on a daily basis.




- Act as the escalation point for unresolved patient concerns and coordinate with relevant departments for timely resolution.
- Conduct Root Cause Analysis (RCA) for negative feedback and complaints and implement Corrective and Preventive Actions (CAPA).
- Track complaint closure within defined turnaround times and ensure measures are taken to prevent recurrence.
- Drive improvements in patient satisfaction, service quality, and overall OPD experience.

5. MIS, Data Analysis and Performance Monitoring

- Prepare and submit accurate, complete, and timely daily, weekly, and monthly OPD performance reports to management.
- Analyse doctor-wise OPD data, including new and follow-up patient volumes.
- Prepare address-wise patient distribution reports to understand patient demographics and referral patterns.
- Monitor and analyse conversion rates across the following areas:
- OPD to Inpatient (OP to IP)
- OPD to Laboratory and Investigations
- OPD to Radiology
- OPD to Pharmacy
- Verify referral data and prepare reports on referral sources and patient volumes.
- Track key operational performance indicators, identify gaps, and recommend improvement initiatives.
- Ensure data accuracy and consistency across HIS, EMR, and other reporting systems.

6. Revenue and Conversion Improvement





- Monitor OPD-related conversion performance and identify opportunities to improve patient retention and service utilization.
- Coordinate with counselling, pharmacy, laboratory, radiology, admissions, and other relevant teams to improve patient conversions.
- Review pending and missed opportunities and ensure appropriate follow-up mechanisms are in place.
- Support management initiatives aimed at improving operational efficiency, patient retention, and revenue performance.

7. Interdepartmental Coordination

- Coordinate with doctors, call center, billing, counselling, admissions, pharmacy, laboratory, radiology, nursing, IT, and other departments for seamless OPD functioning.
- Ensure timely resolution of operational dependencies affecting patient care and service delivery.
- Facilitate effective communication between clinical and non-clinical teams to avoid delays and improve coordination.

8. Compliance, SOPs and Continuous Improvement

- Ensure implementation and adherence to approved hospital policies, SOPs, service standards, and patient-handling protocols.
- Conduct periodic reviews of operational processes and identify opportunities for standardization and improvement.
- Monitor compliance with defined turnaround times and escalate recurring deviations to management.
- Support internal audits, management reviews, and implementation of process improvement initiatives.

Interested can share there resumes to [email protected] or can reach at (phone hidden) Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

Advantages

- Health insurance
- Provident Fund

Work Location: In person

📌 OPD Manager (Banjara Hills)
🏢 Asian Institute of Nephrology and urology
📍 Banjara Hills