Company Overview

Sir H. N. Reliance Foundation Hospital & Research Centre is a renowned 345-bed multi-speciality tertiary care hospital in Mumbai, focused on cardiac, gastroenterology, liver transplant, nephro-urology, neurosciences, oncology, orthopaedics, and woman & child health. Offering progressive diagnostics and upholding international standards, the hospital is committed to excellence, advanced technology, and respect for life.

Job Description – Manager Operations (Executive Health Check & Patient Experience)

1. Position Details

Job Title Manager – Operations

Function Patient Experience

Sub Function Executive Health Check (EHC), OPD

Department Preventive Health

2. Job Purpose

To lead and manage end-to-end Executive Health Check (EHC) operations, ensuring seamless coordination across OPD, Laboratory, and Radiology, while delivering a premium, time-bound, and differentiated preventive health experience to individual and corporate clients.

3. Key Accountabilities & Responsibilities

Executive Health Check (EHC) Operations

Patient Journey Management

• Own the complete EHC patient lifecycle from enquiry, pre-arrival counselling, appointment scheduling, registration, investigations, consultations, reporting, and final dispatch.
• Ensure clear communication of EHC packages, inclusions, exclusions, timelines, and deliverables to patients and corporates.
• Ensure time-bound movement of EHC patients across consultation rooms, Lab, and Radiology to meet defined completion TATs.
• Provide high-touch coordination and escorting, especially for senior leaders, corporates, diplomats, and VIP clients.

Scheduling & Capacity Optimization

• Manage daily and weekly EHC slot planning, footfall forecasting, and capacity utilisation.
• Coordinate with Consultants, Diagnostics, and Support Teams to avoid congestion and delays.
• Ensure smooth handling of walk-ins, corporates, group check-ups, and special health camps.

EHC Package & Revenue Integrity

• Ensure accuracy in:
• EHC package configuration in HIS
• Estimates and counselling
• Posting, billing, and settlements
• Monitor leakage points related to add-ons, missed billings, or incorrect package mapping.
• Ensure timely refunds and clarifications where applicable.

Reports & Closure

• Ensure consolidation, verification, and dispatch of EHC reports within defined timelines.
• Coordinate with Consultants for summary notes and final sign-offs.
• Ensure post-EHC follow-ups for abnormal findings, referrals, and feedback collection.

B. OPD OPERATIONS (EHC-LINKED)

• Oversee OPD workflows primarily supporting EHC patients, including specialist consultations forming part of EHC packages.
• Ensure:
• Consultant availability as per EHC schedule
• Minimal wait times for preventive health clients
• Manage EHC-to-OPD transition for follow-up consultations.

C. LABORATORY & RADIOLOGY – SUPPORTING ROLE

Note: Clinical ownership remains with Lab & Radiology heads.

The Manager Operations role ensures coordination, experience, and TAT adherence only.

Coordination & TAT Oversight

• Act as the single point of coordination between EHC desks, Phlebotomy, Laboratory, and Radiology front offices.
• Track EHC investigation progress and intervene to prevent delays impacting patient experience.
• Ensure priority handling of EHC samples and imaging, as per agreed SLAs.

Experience & Communication

• Ensure proper patient counselling for investigations and imaging procedures.
• Coordinate timely communication in case of re-tests, delays, or rescheduling.
• Ensure reports are uploaded and made available in line with EHC commitments.

D. Systems, SOPs & Governance

• Drive adherence to EHC-specific SOPs, patient journey maps, and escalation matrices.
• Ensure 100% documentation compliance, including:
• Consents
• Patient declarations
• Corporate documentation
• Ensure optimal use and uptime of HIS / LIS / RIS, with contingency plans during downtime.

E. Quality, Safety & Accreditation

• Ensure compliance with NABH / preventive health standards applicable to OPD and EHC services.
• Participate in audits, tracers, mock drills, and quality improvement initiatives.
• Ensure patient safety, infection control, and confidentiality across all touchpoints.

F. Financial & Performance Management

• Monitor EHC revenues, billing accuracy, and realization.
• Coordinate with Finance and Corporate teams on billing queries and reconciliations.
• Drive cost optimization while maintaining premium service quality.

G. People Management

• Lead Patient Experience Executives and Supervisors assigned to EHC.
• Ensure:
• Manpower planning for peak EHC days
• Training on SOPs, package counselling, and VIP handling
• Staff productivity and engagement
• Address escalations and grievances in a timely manner.

H. Growth, Innovation & Brand Experience

• Enhance EHC as a flagship preventive health product.
• Support Marketing and Corporate teams for:
• Corporate EHC programs
• Health camps
• Leadership screenings
• Introduce innovations in:
• Scheduling
• Digital report delivery
• Patient convenience and speed

5. Experience & Education

• Education: MHA / MBA (Healthcare) preferred
• Experience:
• 8 plus years in hospital operations with atleast 2 plus years managing a team
• Mandatory hands-on experience managing EHC / Preventive Health programs
• Exposure to corporate clients and VIP handling