Requirements
Job Purpose:
To monitor Outpatient, Daycare and Billing Services.
Key Responsibilities:
Ensure patients are greeted and properly received at reception.
Monitor patient registrations, doctor schedules, and ensure patients are guided to the required destinations.
Monitor the amenities / facilities available in the patient waiting area, doctor consultation rooms and reception area and indent additional materials as per requirement.
Coordinate with diagnostic departments as needed and monitor TATs of patient reports and ensure timely delivery to patients.
Ensure all patients medicine prescriptions are guided to the pharmacy.
Train and monitor all front office and billing team members continuously on the process flow, communication, grooming and handling patient care issues.
Responsible for patient daycare admissions and discharges.
Monitor and ensure minimum TAT for key quality parameters like registration process, PET scan to report delivery, CT Simulation to first fraction, pharmacy dispensing, etc.
Identify opportunities for improving the patient experience and patient care services.
Promptly attend to the patient complaints and take corrective actions, while escalating to reporting manager where required and ensure patient queries are closed on priority.
Maintain patient data, assigned trackers, and prepare and send daily / weekly / monthly reports as designated, such as MIS Reports, opd tracker etc., in the prescribed formats.
Financial counselling of patients in a timely manner and tracking patients through treatment completion.
Interact daily with staff in all OP areas and address the issues if any.
Verify bills raised for the consultations, services procedures, etc and ensure proper charge capture via audits against case sheet / EMR.
Monitor cash handover processes every day from front desk to cashier.
Attend to requirements of newly joined consultants like issue of aprons, room arrangement, names plates, HIS / EMR registrations, scrubs, etc.
Coordinate with all clinical and supportive departments for providing best medical service to the patients.
Responsible for collecting feedback forms, consents and registration from patients and ensure bilingual forms are available as per patient requirement.
Prepare and monitor the rosters for the front office and billing team, telephone operators and the physician roster for patient admissions, public holiday staff list, etc.
Responsible to ensure service quality to the patients, attendants given as per the standard operating protocol.
Responsible to maintain payable status and follow up on a constant basis skilfully. Responsible for close follow up on critical cases.
Responsible for verification of bills in terms of their accuracy and proper capture of services.
Share the information of new empanelments, new services and new clinicians with corporate office with agreed traffic for upload with necessary approvals.
Responsible to ensure the credit / corporate bills are sent to the concerned corporate / empanelment as per the set SLA and close follow and ensuring clearance of the queries from the corporates / empanelment.
Responsible for the MIS reports being sent to the management as per the schedule.
Conduct internal process audits to ensure smooth functioning of the department.
Responsible to develop innovative ideas, break through advancements and creative methods to address challenges.
Responsible to coordinate and maintain good relations with corporate clients, patients, TPAs, doctors, and public.
Responsible for management of patient leads through conversion across walking, digital leads, telephone calls, etc using the given trackers.
Share monthly ORC plan with corporate operations by 25th of every month for upcoming month for incorporation into digital media.
Responsible for recruitment and ensure performance feedback to team members. Responsible for identifying star performers, analysing training needs and channelize their energies to make team members grow in the organization and contribute to organizational success.
Responsible for imparting technical training and on the job training to the new employees as well as the old employees in the system and ensure performance.
Responsible for stocking outpatient and daycare areas, clinician offices, etc with required materials and stationery. Indent of the items for ensuring the department is stocked.
Responsible for any other jobs as assigned and entrusted by management from time to time.
Join us at CCA Hospital and play a key role in promoting healthcare excellence and patient care.