Manager Customer Care

Rhea Healthcare; Ludhiana, Amritsar; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Rhea Healthcare in Ludhiana is seeking a head of Front Office & Billing to supervise billing accuracy, coordinate patient admissions and discharges, and manage liaison with insurance providers to ensure timely payments.

The role requires overseeing staff across departments, ensuring high standards of patient care and a smooth discharge experience. Experience in IVF-related operations is preferred. The position is based on-site at the center.

Qualifications

• Experience in hospital billing and front-office management.
• Ability to coordinate with wards, surgeons, nurses, and insurance companies.
• Strong communication, training, and documentation skills.

Responsibilities

• Oversee front office executives for accurate and timely patient billing to prevent discharge delays.
• Coordinate admission, ward allocation, and patient transfer logistics.
• Oversee discharge processes from consultant intimation to patient departure for smooth experience.
• Ensure timely updates of bill amounts and collections from patients/attendants.
• Interface with insurance providers for approvals and receivables; liaise with consultants for payouts.

Skills

Billing oversight

Front office leadership

Patient discharge

Interdepartmental coordination

Staff training

Customer queries

Tools

Billing software

Job description

Role & responsibilities :

Oversee the front office executives in accurate and timely billing for patients to prevent delay in discharge and thereby enable the optimum utilization of infrastructure facilitates 2. Interface with ward nursing staff to coordinate patients admission and hassle-free transfer to the wards 3. Oversee the entire discharge cycle from the point of intimation by the respective consultant surgeon till the patient leaves the center to ensure smooth experience to patients 4. Oversee periodic updation of the bill amounts to patients attendants as per request and ensure collection of the bill amount in a timely manner. 5. Oversee the front office executives in liaising with insurance companies for approval of payments and for collection of receivables. 6. Coordinate with various consultants for all in-patients billing related services and ensure accurate and timely payouts to respective surgeons, anaesthetists etc. 7. Address any of the queries or grievances related the patients bills 8. Ensure handing over all the relevant documents (discharge summary, investigation reports etc.) to the patients at the time of discharge 9. Prepare roasters for all the reportees to ensure smooth functioning of the billing and front office department round the clock

1. Foresee all patient requirements and design patient handling processes accordingly to fulfil them 2. Determine patient requirements by interacting with patients and attendants of patients and establishing rapport with them and also by feedback surveys and benchmarking with world-class practices 3. Manage admission of patients, allocation of wards and rooms according to the requirements 4. Oversee the housekeeping staff in keeping the wards clean and maintain hygiene of highest standards 5. Monitor the quality of food, consumables, furniture and other amenities provided to the patient and the accompanying attendants, and provide feedback to the Center Director on lapses and areas which require improvement. 6. Coordinate with International Business team to receive the international patients directed to the respective center and handle all other requirements such as stay, travel and visa related etc. for them 7. Maintain database of available beds, private rooms, Operation theatre bookings etc. 8. Monitor the behavioural standards of all the employees at all patient touch points viz. Doctors, nurses, housekeeping staff, front office employees, pharmacy etc. Suggest training programs when necessary and elevate the issue to Center manager in case of major discrepancy 9. Provide inputs to the manager/Deputy manager front-office in the deployment of right number of people in all departments having direct interaction with the patients 10. Act as a facilitator to train employees on patient care, communication and business etiquette etc. 11. Continuously innovate and try to improve processes for quality patient care

People

1. Ensure timely goal setting, performance appraisal and reviews for the self and direct reportees 10. Identify training needs of employees at center on various aspects such as care, communication and business etiquette etc. and coordinate with HR development to ensure adequate and timely training is provided to the employees 11. Ensure discipline in the billing and front office staff to be available all the time to receive the patients, direct them to respective surgeons and receive the phone calls

People

1. Coordinate with HR in procuring right manpower for the department. 2. Ensure right number of people are deployed in all departments having direct interaction with the patients. 3. Ensure timely goal setting, performance review, appraisal and feedback for self and direct reportees in a timely manner. 4. Coordinate with HR in conducting relevant training on patient care, communication, business etiquette etc. to the staff in front office and billing based on the need. 5. Serve as a point of escalation for all the reportees in case of grievances.

Key Result Areas

• Number of mistakes in billing per month.
• Number of delays in admission/allocation of wards/discharge due to front office
• Patient feedback index on front-office and billing
• Doctors feedback index on front-office and billing
• Number of new initiatives to improve patient care
• Planned V. Actual, Training programs conducted for employees in the function
• Domestic patient satisfaction score in feedback surveys
• International patient satisfaction score in feedback surveys
• Planned V. Actual, Trainings conducted for staff in the center
• Cleanliness of wards Random audit
• Quality of patient consumables Random audit

Preferred candidate profile

From IVF Industry