Lead – Preventive Health & Wellbeing ( EHC)
Job Description
Skills:
Hospital Operations, Health Check Department, Patient Satisfaction, quality, Communication & Interpersonal Skills, Teamwork,
Hospital Operations, Health Check Department, Patient Satisfaction, quality, Communication & Interpersonal Skills, Teamwork,
Brief Job Description For Reference
Key Responsibilities:
Customer (Patients & Families)
- Drive the Patient Experience Service Delivery Model for Customer Excellence across all the touchpoints during EHC
- Enable the customer/guest/patients to be an informed user of the services across all touchpoints during EHC
- Design & introduce programs to improve the quality of customer care across all the touchpoints during EHC
- Ensure timely redressal of all patient/family requests pertaining to service delivery across all the touchpoints during EHC.
Operations
- 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
- 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.
- 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.
- Ensure all consents are taken and uploaded in the System
- Execute the SOPs regarding IPSG goal, Billing compliance, adherence to quality indicators. (Right Registration Process & Billing/ No Outstanding / Refunds within TAT/ CL uploads)
- Ensure the Uptime of SAP at all times ( SLAs with IT) and during downtime the Contingency 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 in hospital
- 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