Job Description

Job Title Outpatient Manager cum front officer

Department Outpatients

Line Manager Board of Director

Location Shri Ganesh Vinayak Eye Hospital Raipur, Raipur, Chhattisgarh

Salary As per the market rate

Job Outline

This post would be ideally suited for someone who has previous experience as a customer service manager in a busy environment. Previous experienced in healthcare is an advantage.

The ideal candidate will Lead and manage the patient experience, from a non-clinical perspective, at any Outpatient experience.

The Outpatient Manager will be responsible for maintaining efficient room schedules at each of the Outpatient centers and working with hospital consultants to ensure maximum utilization of all the centers.

They will be a key contact for all consultants practicing within SGVH and actively assist them with any requirements.

Administratively Outpatient manager will line manage the Front of House team and be responsible for communication with those team members (1-1’s, team meetings, appraisals) and ensuring sufficient staffing to meet required demands.

They will work closely with the quality team to ensure all SGVH Outpatient sites meet the CQC criteria.

Main Responsibilities

• To take responsibility for the design, development, delivery, continual improvement and operational efficiency of SGVH Outpatient department.

• Maintain strong and effective relationships and dialogue with all practicing consultants who deliver patient services.

• Provide a timely, efficient and courteous provision of Outpatient services to the agreed standards of the department, taking account of the patient/clients clinical, physical and cultural needs.

• Accountable for the efficient management of consulting rooms and other ODTC patient areas; the maintenance and monitoring of agreed service standards; and the handling of all issues and complaints arising.

• Overall responsibility for the patient management system at SGVH– including implementing changes and training all relevant users.

• Take an innovative approach to the development of services, maximizing the use of digitalization to deliver excellent customer service

• Responsible for providing excellent service to the high-profile patients while they are attending the clinic.

Clinic Duties

• Manage the impressions of all clients by ensuring that all tasks are performed to highest standards.

• Evaluate levels of client and consultant satisfaction and monitor trends, with a focus on continuous improvement

• Develop departmental standards, policies and strategies to improve service. Implement these standards and ensure they are adhered to by all members of the Front of House team.

• Deal with client and consultant requests in an efficient and professional manner and respond to consultant requests in a positive manner at all times.

• Oversee the front of house to ensure that clients are greeted, checked in/out and escorted throughout the clinic efficiently, courteously and professionally by all team members.

• Ensure all self-pay payments are taken by the front of house team at the time of appointment and there is complete transparency of charges for all appointments.

• Ensure SCORES questionnaires are completed by all patients attending the clinic.

• Report any building issues to FM and ensure they are addressed & rectified quickly.

Qualifications/ Skills/ Experience

Essential

1. Previous experience of Managing in a healthcare setting in the Private sector

2. Extensive Front of House experience

Desirable

1. Good understanding of the impact of the customer experience on business and patient outcomes

2. Previous experience of working with Consultants in the Private sector

3. Excellent communication skills

4. Awareness of new technology and its impact

5. Experience using and managing patient management systems

6. Experienced and able to manage contracts

7. Strong customer service ethic

8. Able to handle sensitive information without compromising confidentiality

9. IT literate

10. Flexible helpful attitude.

Values

All SGVH staff are expected to display and aspire to the SGVH Values.

Making it Happen

Be proactive in reviewing the current service, making recommendations and implementing changes to continuously improve the patient journey.

Stronger Together

Work in partnership with the multi –disciplinary team to challenge and influence clinical and managerial decision making.

Personalized Service

Deliver a patient-centered specialist nursing service for patients admitted to the ward, provide patients with information regarding their care and treatment.

About Company

All Jobs posted by: Shri Ganesh Vinayak Foundation