PCC

1. Front Office Patient Experience
   1. Improve customer experience at all FO touch points (IMRB scores)
   2. Reduce customer complaints
   3. Provide resolution of customer issues
   4. Handle customer escalation
2. Process Improvement
   1. Identification of key improvement areas in front office
   2. Enhance OPD Admission and Discharge process
   3. Contribute in creating SOPs for front office
3. Internal administration
   1. To be responsible for implementation of pricing for the hospital
   2. To provide support to the Chief Administrator for all administrative functions related to patient flow
   3. To have complete orientation of QMS and EMS system of Hospital
4. To have complete Awareness about Disaster Management program (DMP) of the hospital
5. To Comply with the service quality Process, environmental occupational issues policies of the respective area
6. To Comply with patient safety policy
7. To ensure safe utilization of equipments and proper waste disposal system.
8. People Management and engagement
   1. Asses manpower requirement, skill mix required and plan effective deployment of staff
   2. Prepare budgets and implement them related to Front Office manpower planning etc
   3. Create KRAs at all levels
   4. Install measurement mechanism
   5. Understand key hurdles/obstacles and work towards eliminating the same
   6. Work towards overall well being of the team
9. Service Culture
   1. To be well groomed, punctual and adhere to company policies practices
   2. Service Protocols for each role and monitor adherence
   3. Get actively involved in right recruitment
   4. Install review governance
   5. Create reward and recognition opportunities
10. Skilling Training
    1. Conduct training need analysis for the function
    2. Ensure nominations and participation of team members in all training programs
11. Monitoring Reporting
    1. Identify key performance metrics
    2. Install measurement mechanism
    3. Standardize reporting templates and dashboards
12. Compliance Internal controls
    1. Install control measures to avoid any audit issues
    2. Create a strong cash handling process
    3. Reduce any instances of compliance outages
13. Governance
    1. Create a rhythm of reviews with unit heads and Head of Support Services

IV. KEY PERFORMANCE INDICATORS

• Customer experience score (IMRB scores -T2B B2B)
• Employee attrition % employee engagement score
• Drive new initiatives for betterment of flow processes Quality projects
• Billing, Admission and Discharge TAT
• % collection outstanding
• Ensure at least 8 man-hrs of training per staff every month
• Low transaction error i.e. not more than 2%
• 100% compliance as per NABH IMS standards, cash discount management process

V. JOB REQUIREMENTS

• Graduate or MBA (Hospital Administration) (Preferable)
• Physical requirement As per the policy Employee should clear the Pre Employee Check Up

• Overall : 1 to 3 years of experience in Operations and customer service
• Current : Min 18 months to 2 years exp in current role organization

• Healthcare (preferable) , Hospitality , Aviation and other service industry

• English, Hindi, Punjabi(Preferred for Mohali and Bhatinda)

• Lead by example Self motivated
• Progressive attitude
• People management
• Numeric ability