Brief Job Description for Reference

Key Responsibilities:

Customer (Patients & Families)

1. Drive the Patient Experience Service Delivery Model for Customer Excellence across all the touchpoints during EHC
2. Enable the customer/guest/patients to be an informed user of the services across all touchpoints during EHC
3. Design & introduce programs to improve the quality of customer care across all the touchpoints during EHC
4. Ensure timely redressal of all patient/family requests pertaining to service delivery across all the touchpoints during EHC.

Operations

1. Assist Additional Director Medical Services in designing Patient Experience (from pre-enquiry, registration to discharge) policies, SOPs and procedures ensuring highest quality with least turnaround time
2. Drive adherence of Patient Experience policies across the organization
3. Monitor the TATs of the various processes and plan work flows to maintain the least wait times.
4. Drive the operations Indicator on daily basis with the team of clinical and non-clinical stakeholders. Work in Collaborative way and maintain the patient satisfaction score and NPS.
5. Ensure all consents are taken and uploaded in the System
6. Execute the SOPs regarding IPSG goal, Billing compliance, adherence to quality indicators. (Right Registration Process & Billing/ No Outstanding / Refunds within TAT/ CL uploads)
7. Ensure the Uptime of SAP at all times ( SLAs with IT)  and during downtime the Contingency plan to be in place.
8. Liaise with consultants and other clinical team members for smooth coordination and delivery of all patient experience services
9. Ensure complete adherence to the SLA with Finance & other departments in hospital
10. Ensure the Patient Safety and Hospital Safety through compliance of safety protocols
11. Ensure the Patient Rights and Confidentiality is maintained by the team members
12. Collaborate with Security, Fire Safety and Disaster Management teams for safety drills and incident management
13. Any other responsibilities as assigned by the management from time to time