Manager - Operations

Cloudnine Hospital; New Delhi; On-site; INR 500,000 - 800,000; Full time

Job summary

Cloudnine Hospital Delhi is seeking an experienced OPD administrator to manage day-to-day outpatient services and support the centre head in achieving targets.

The role includes billing for consultations and investigations, appointment management, patient counselling on packages, and coordinating with departments to ensure smooth OPD operations. It also involves staff training, feedback collection, and maintaining cleanliness and equipment.

Responsibilities

• Maintaining day-to-day Outpatient services to meet patient and hospital requirements and support the centre head on targets.
• Overseeing OPD billing (consultation, investigations) and appointment bookings; coordinating bed bookings.
• Counselling patients on Cloud 9 packages and facilities; advising employees on joining, training, and grievance resolution.
• Co-ordinate smooth functioning of facilities in the OPD; ensure staff are trained on service rules, roles, and duty hours.
• Educate staff for continuous quality improvement in hospital processes; collect and analyze feedback.
• Conduct daily rounds twice daily; ensure OPD areas, waiting area, and receptions are clean in coordination with housekeeping.

Job description

Job Responsibilities:

• 1. Responsible for maintaining day to day Outpatient services in order to meet patient and hospital requirements and support the centre head in achieving targets set for the individual hospital. First line of support throughout the entire Hospital on a 24-hour basis.
• 2. BILLING: Responsible for managing all out patient
  • a. consultation billing,
  • b. Investigation billing,
  • c. Appointments booking,
  • d. Advance bed booking in coordination with OP GRE s.
• 3. COUNSELLING: Counsels patients regarding various Cloud 9 packages, services offered, facilities etc,
• 4. Also Counsels employees on joining for improvement in performance and resolve employee grievances.
• 5. Co-ordinate the smooth functioning and maintenance of facilities in the OPD.
• 6. TRAINING: To educate and train new employees about service rules, roles, expectations, duty hours and policies.
• 7. To ensure continued education for existing employees on continues quality improvement in the hospital processes.
• 8. Collect feedback in prescribed feedback forms from all OP patients, and unopened feedback forms has to be given to Unit incharge.
• 9. Once Unit incharge analyzes the forms, recollect and put the data in Soft format and analysis report has to be sent to Unit incharge.
• 10. Oversee the addressing of grievances/complaints received from the patients in a timely and satisfactory manner.
• 11. Enhance the value of services being provided by making the patient and the attendant comfortable and familiar with the hospital.
• 12. DAILY ROUNDS: Conducts department rounds twice a day one at start of the day and 2 nd round before leaving for the day, and collects relevant information as per rounds. Also responsible for ensuring the all areas of the department like OPDs, Waiting area, rest rooms, receptions is kept cleaned in coordination with housekeeping department.
• 13. Regarding OPD area should coordinate with maintenance department regarding maintenance related works and ensure the work is completed without affecting the routine patient flow within the stipulated time.
• 14. Ensure adequate stock of required items are stocked and maintained for the day to day functioning of the OPD.
• 15. Coordinates with consultant doctors for their slot timings, leaves and also for other requirements for the smooth functioning.
• 16. Edit time to time, well in advance regarding the leave of the consultant to Unit incharge and GM Ops by emails.
• 17. Responsible for organizing antenatal workshops, MBA programmes and CME s as per the set schedule.
• 18. Ensure the counters are manned properly with effective management of GRE s through duty roster.
• 19. Should be available in the hospital between 9am - 6pm atleast.
• 20. Should check GREs grooming and uniform on daily basis.
• 21. Complete responsibility of appointments, and Walk in patients handling seamlessly for all consultants.
• 22. Should brief the GREs about doctors who are on leave for the day, if any changes in their slots, etc
• 23. Should take a round of all the Consultation rooms and check cleanliness, proper medical equipments in place, things in the room are properly arranged on daily basis.
• 24. Should make sure required stationeries are available in the doctor rooms like, prescription pads, letter heads, investigation forms etc. On daily basis.
• 25. Should make sure all the reception counters are maintained clean and well organized.
• 26. Monthly duty rosters for GREs has to be prepared before 25 th of every month and Edit Centre head.
• 27. If any changes in Duty rosters, weekly basis it has to be updated to Centrehead before Saturday of every weekly.
• 28. Should coordinate with HK incharge and keep the furniture s in Lobby arranged properly.
• 29. Should make sure all the refunds and cancelled bills are approved on the same day.
• 30. Should make sure day to day cash collection is handed over to accounts with proper explanation as per the schedule.
• 31. Before leaving for the day proper reconciliation of the bills for that day has to be cleared. (Any queries from accounts team regarding the previous days misappropriations has to be clarified on the immediate next day)
• 32. Should address the customer grievances escalated by GREs
• 33. Should keep in touch with all the consultants and coordinate with inter departments for their requirements related to OPD.
• 34. Bed booking Vs actual EDD should be 90 % on monthly basis.
• 35. Should look after Lab and USG billing and supervise the timely dispatch of reports to OP patients
• 36. Should monitor the workflow among the OP receptions and supervise the GREs activities regularly
• 37. Since Male supervisor/ Incharge cannot enter the female restrooms in Ground and mezzanine OP incharge has to check the cleaning, and should coordinate with HK supervisor to keep the toilets clean, vice versa for male rest rooms.
• 38. Should train Senior GREs about package explanation and hospital tours to take care of the patients in absence.
• 39. All negative feed backs form guests has to be discussed with Unit incahrge and replied to guests accordingly over various media. (Emails, telephonic etc)
• 40. Should prepare the reports as desired by the managements in the formats provided
  • a. OP Master Report on daily basis.
  • b. EDD report in weekly basis.
  • c. Bed booking report on weekly basis.
  • d. Consultants in Leave- report on weekly basis.
  • e. Master Unit MIS report (OP related) on daily basis.
  • f. All statutory reports have to be sent on need basis Eg: USG scanning reports, Vaccination details, MTPs, Etc.

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