Job Description

Management Trainee – Operations (Patient Experience & Billing)

Hospital Name: Sir H N Reliance Foundation Hospital

Location: Charni Road, Mumbai

Function: Hospital Operations / Patient Experience

Department: Patient Experience – OPD / EHC / Diagnostics / Lobby

Reporting To: Patient Experience Duty Manager / Supervisor

Program Duration: 12 Months (Management Trainee)

Post Training Role: Operations Executive – Patient Experience / OPD Billing

1. Role Overview / Job Purpose

The Management Trainee – Operations role is designed to groom fresh pharmacy graduates with a Masters / MBA in Pharmaceutical Management into hospital operations professionals.

During the one-year Management Trainee program, the candidate will be trained across patient experience, OPD billing, diagnostics coordination, and operational workflows. Upon successful completion, the trainee will be absorbed into a full-time operations role within the hospital.

The role requires handling patient-facing operations while leveraging pharmaceutical knowledge to support prescription coordination and facilitate medicine delivery to patients, ensuring a seamless and high-quality patient experience.

2. Key Responsibilities

A. Patient Experience & Service Delivery

• Execute the Patient Experience Service Delivery Model across OPD, EHC, Diagnostics, and Lobby areas.
• Ensure smooth patient registration, appointment scheduling, and billing processes.
• Manage patient queries, counselling, redirections, and grievance handling with empathy and professionalism.
• Coordinate appointment confirmations, rescheduling, and cancellations via call, SMS, and email.
• Ensure timeliness (TAT adherence) for registration, billing, report generation, and dispatch.

B. Operations & Coordination

• Coordinate with doctors, nursing staff, pharmacy, diagnostics, and other clinical and non-clinical teams for smooth patient flow.
• Support OPD and diagnostic billing processes, including bill generation, verification, and payment collection.
• Review prescriptions and advised services, scan and upload prescriptions into the hospital system (HIS/SAP).
• Facilitate medicine-related coordination and patient support, leveraging pharmacy and pharmaceutical management knowledge.
• Ensure proper handover, daily shift reporting, and adherence to hospital SOPs.

C. Finance & Billing

• Handle cash, card, and digital payment collections as per hospital policy.
• Ensure accuracy in billing, cash handling, shift closures, and report generation.
• Apply discounts, packages, and offers as per approved guidelines.
• Adhere strictly to billing, audit, and cash deposition policies.

D. Quality, Compliance & Safety

• Ensure compliance with NABH / JCI standards and hospital quality protocols.
• Actively participate in infection control, patient safety programs, and quality improvement initiatives.
• Maintain patient confidentiality, rights, and ethical conduct at all times.
• Follow hospital policies, SOPs, and regulatory guidelines strictly.

E. Learning & Development (Management Trainee Focus)

• Participate in structured onboarding, functional rotations, and process training during the MT year.
• Attend mandatory trainings, workshops, and assessments and meet required scores.
• Demonstrate continuous learning orientation and adaptability to hospital operations.
• Provide suggestions and feedback for service improvement and operational efficiency.

3. Key Performance Areas (KPAs)

• Patient satisfaction scores and feedback
• Timely completion of registrations, billing, and operational processes
• Accuracy in billing and cash handling
• Adherence to SLAs and turnaround times
• Training completion and performance assessment during MT tenure
• Professional behaviour and teamwork

4. Competencies Required

A. Core Values

• Patient First
• Excellence
• Accountability
• Respect
• Teamwork
• Integrity

B. Functional / Technical Competencies

• Basic understanding of hospital operations and patient workflows
• Knowledge of pharmacy and pharmaceutical management concepts
• Willingness to learn hospital HIS / SAP systems
• Strong communication and interpersonal skills
• Customer-centric mindset
• Attention to detail and process orientation

5. Educational Qualifications

Essential:

• Bachelor’s degree in Pharmacy (B.Pharm / equivalent)
• PGDM/MBA/Masters / MBA in Pharmaceutical Management/Healthcare Managements (2026 pass-out students)

Desirable:

• Exposure to healthcare, hospital operations, or patient services through internships or projects

6. Experience Requirement

• Freshers (0 years of experience)
• Relevant internships or academic exposure to healthcare / pharma operations will be an added advantage

7. Career Progression

• Successful candidates will be appointed as Management Trainees for 12 months
• Post successful evaluation, candidates will be absorbed into Operations roles within Patient Experience / OPD Billing / Hospital Operations
• Long-term growth opportunities within hospital operations and healthcare management tracks