Executive

Requisition Id: 8059

1. Patient Relationship Manager - OPD

Reviewed Date :	Next Review Date :
Department: OPD	Designation: Patient Relationship Manager
Experience: 9 years to 11 years in hospitality sector / hospital background is preferable	Qualification: Graduation - Bachelor of Arts / Diploma or Masters – Public/Hospital Management
Reporting to: Facility Director	Level: 7
Supervisory Responsibilities: around 26 – 30 people	Job Code:
Function:	Location:
Cost Center:	Hospital Name:

About NH:

Narayana Health, one of India's largest and World's most economical healthcare service providers is set to emerge as a global industry model for its ability to reconcile quality, affordability, scale, transparency, credibility and sustainable profitability. From 300 beds hospital in 2001, Narayana Health has grown to a 6900 beds healthcare conglomerate in 2014 with 26 hospitals present in 16 Cities within the country and also has International Presence in Cayman.

NH has been known for its cost- cutting approach and ranked 36th among World's 50 Most Innovative Companies by Fast Companies in 2012. NH has also been a proud recipient of Frost & Sullivan India Healthcare Excellence Awards 2012 in the category Healthcare Service Provider Company of the Year and FICCI Health Care Excellence Award 2012 for Addressing Industry Issues.

Job Purpose:

Management of OP billing and receptions to provide effective and excellent Customer/Patient experience.

Job Responsibilities:

· Entire management of OP billing and receptions.

· Management of service excellence and soft skill training aspect of all team members.

· Management of PEARLS and complaint management.

· Day to day management of Patient relationship in both OP and IP.

Responsible for increasing footfall in OPD areas.
Management of various Gateway funnel under OPD and billing.
Promulgate all the monthly status of operational and non clinical items.
Ensure department adherence to company policies, procedures and standards to ensure that patient expectations are exceeded.
Prepare reports; handle special projects and assignments as required.
Take initiative to improve activities as required at the hospital and/or across the organization.
Uses excellent and effective customer service skills to provide patients with necessary information and/ or to direct them to other appropriate resources or otherwise meet the service needs of the patient.
Proven effective supervisory skills including cultivating a positive, high performance team.

Candidate Requirements:

· Able to work under pressure and stressful situations while handling multiple tasks.

· Success and experience working alongside a multi-disciplinary team.

· Excellent documentation skills.

· Able to motivate, mentor and performance manage including corrective action to ensure continually high standards.

· Professional oral and written communication skills; must be able to interact and communicate effectively with individuals at all levels of the organization, as well as communicate with tact, diplomacy, and a high level of cultural sensitivity

· Strong attention to detail.

· Ability to identify and resolve problems in a timely manner.

· Good planning and organizational skills.

· Professional appearance and manner.