Night Operations Manager
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
