Job Role : Night Manager ( Operations)

Function: Patient Service

Gender : Male / Female

Job Purpose

· Responsible for directing and implementing efficient Patient Experience process flow across the Hospital

· Responsible for creating the unique experience the patients receive during the process of seeking & undergoing the hospital service.

Ensure all hospital services are active required for patient care at night time.

Accountabilities

Customer (Patients & Families)

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

Operations

•   Assist Chief of Operations in designing Patient Experience (from pre enquiry, registration to discharge) policies, SOPs and procedures ensuring highest quality with least turnaround time
• Drive adherence of Patient Experience policies across the organization
• Monitor the TATs of the various processes and plan work flows to maintain the least wait times.
• Ensure all consents are taken and uploaded in the System
• Ensure maximum uptime of all the electronic dependencies that each desk is configured with for the service delivery.
• Ensure the Uptime of SAP at all times ( SLAs with IT)  and during downtime the backup plan to be in place.
• Liaise with consultants and other clinical team members for smooth coordination and delivery of all patient experience services
• Ensure complete adherence to the SLA with Finance & other departments.
• Ensure the Patient Safety and Hospital Safety through compliance of safety protocols
• Ensure the Patient Rights and Confidentiality is maintained by the team members
• Collaborate with Security, Fire Safety and Disaster Management teams for safety drills and incident management
• Any other responsibilities as assigned by the management from time to time

Key Responsibilities: Growth

• Engage in aligning with the processes, policy, vision & mission of the hospital
• Plan, and participate in health programs of the hospital, outreach activities, or communities for prevention and treatment of injuries or illnesses.
• Drive and maximize patient satisfaction to enhance referrals and hospital brand image

Key Responsibilities: Quality

• Actively participate and be accountable for implementation of all quality programs to ensure continuous quality improvement in the department
• Ensure adherence to internationally accepted standards of care, including but not limited to those recommended by JCI, NABH and other quality systems
• Conduct periodic audits to check the process efficiency and quality and take remedial actions to enhance effectiveness
• Actively participate in infection control and prevention activities, campaigns, awareness sessions etc.

Key Responsibilities : Finance

• Ensure timely resolution of queries relating to billing issues with Corporates and TPAs for all insurance related matters- both national and international.
• Drive cost optimization across the department through automation and efficiency of process

Key Responsibilities : People

• Support HR in selection and on boarding of the most suitable resources for the team.
• Set performance targets and drive the performance of the team members.
• To ensure the continuous enhancement and up-gradation of the functional skills and the soft skills of the team.
• Maintain high morale of the team through welfare initiatives and timely redressal of any issue / conflicts

Key Responsibilities : Innovation & Research

• Regular update of knowledge and skills by attending and presenting at conferences and CME or similar training programs
• Participate in the data analytics and research activities of the department
• Attend all the trainings organized by the department and the hospital
• Give suggestions / feedback to further improvise services and growth of the department

EDUCATIONAL QUALIFICATIONS:

Post Graduate preferably with an MHA, MBA or equivalent.

RELEVANT EXPERIENCE: 

• 10+ years’ experience, at least 5 years in hospital sector.
•   Minimum 2-3 years in a managerial role

Interested Candidate can share resume on 8788482043   

Ms.Veena Prakash Yadav

Human Resource

Sir H. N. Reliance Foundation Hospital 

Girgaon, Mumbai - 400004 

Contact :8788482043      

veena.yadav@rfhospital.org

www.rfhospital.org