Executive- Patient Care Services

Objective

To monitor the efforts of the team below ensuring a Caring and Patient Centric vision by way of imparting regular counseling & training.

Principal Accountabilities :

Principal  Accountabilities

(A) Operational

• Monitor smooth functioning of the department.
• Cross check scroll of all the PCA before depositing to finance along with cash.
• Coordinate effectively for Patients / Visitors.
• Work closely with OPD consultant and Patient, to coordinate efficiently.
• Make sure PCA are disseminating precise information as per the Hospital Protocol.
• Available as mentor to all PCA & help them whenever needed.
• Responsible for all the responsibilities of PCA as well.
• Make sure to download information regarding any VIP moment to all PCA.
• Feedback Management & encourage patient to give their valuable suggestions.
• Forward all the feedback to controller everyday before closing the shift.
• Ensuring the opening and closing of the shifts by staff effectively.
• Addressing grievances and other feed back.
• Ensuring timely and error free dispatch of corporate and TPA billings from billing department.
• Exercise & practicing effective cost control while managing the department stationary.
• Ensuring filing and sorting of reports shift wise.
 

Performance Parameters

• Product Knowledge
• Result Oriented and focused.
• Communication & Stress Mgmt. Skills.
• Adherence to various policies & procedures
• Ensuring Feedback Form Collection > 90%
• Involvement in resolving Patient centric concerns 
• Target focused & result oriented.
• Software handling skills 
• Handling Deliverables in time.
• Team Leader and a Player
• To be able to control patient waiting time to <15minutes (>80%)
• Eye for Detail
• Attitude.
 

Education

Graduate

Experience

Preferably with 2-3 years experience in Healthcare / Service Industry

Knowledge

• Strong Knowledge of Hospital System
• Strong Inter personal, Communication and stress management Skills.
• Customer Relations Management Skills.
• Software Handling Skills or ability for the same
• To achieve customer satisfaction levels in Front Office to 80% - 85% as evaluated through feed back forms or otherwise.
• To be able to monitor team and have errors free registration as well as the billing to more than 90%.
• To be able to generate customer feed back forms to more than 60% of the total movement.   
• To achieve targets or goals set by the department.