Hospital Centre Head

Job Description:

• Acts as the Lead and one point of contact for patient care services provided at the center.
• Establish & maintain budgetary control and ensure cost optimization across all functions.
• Address and resolve patients’ issues pertaining to their stay in the facility.
• Manage the communication with the patient’s family and handle escalations.
• Maintains required dashboards/metrics / MIS so as to ensure prompt and accurate reporting to the management.
• Coordinate with the sales team and provide support in the centre to facilitate the closure and conversion of the lead.
• Ensure seamless coordination with the other teams to ensure the services to the patients are met from time to time.
• Ensure liaising with diagnostic centres and hospital for patients requiring tests or consultations.
• Facilitate movement of the patients from the facility to the external centres and back as per the requirement.
• Achieves smooth functioning of all the floors by conducting daily rounds, documentation and closing any gaps reported.
• Ensure that the billing is updated and there are no outstanding on any of the patients.
• Explanation of the bill in case of any queries by the patient’s family.
• Develops, trains, implements & documents processes and protocols for the customer service requirements which are in line with the organization policy. (in sync with the nursing, medical services, caretakers, F&B, Rehab team and Housekeeping)
• Accomplishes smooth functioning of all front-end patient services by deploying right manpower resources in the right place; achieves this by recruitment, selection, interviewing, training, coaching, counselling, planning, regular staff assessment and re-evaluation.
• Ensures relevant issues / requirements are escalated for timely intervention by the senior management.
• Develops and implements customer feedback process and coordinates with cross functional heads on areas of improvement.
• Establishes performance metrics, key result areas and targets for the staff in the department.
• Guides team through a review mechanism.
• Plays a significant role with cost –cutting activities within the department.
• Assure cost effectiveness and financial integrity, with emphasis on revenue enhancement, productivity, utilization management and overall profitability.
• Develop growth strategies , Complete P&L and sales responsibility.
• Presentation of monthly MIS to the board.