Patient Service Center - Manager / Asst Manager

Job description

Job Purpose To manage the day-to-day operations of the Patient Service Centre (PSC), ensuring high-quality patient service, operational efficiency, revenue growth, regulatory compliance, and achievement of business objectives while maintaining superior patient experience. Key Responsibilities 1. Operations Management • Ensure smooth day-to-day functioning of the PSC. • Monitor patient registration, sample collection, billing, and report dispatch. • Maintain turnaround time (TAT) for sample collection and reporting. • Ensure uninterrupted availability of consumables and equipment. 2. Team Management • Lead, motivate, and supervise PSC staff, including phlebotomists, front office executives, technicians, and housekeeping personnel. • Prepare duty rosters and manage manpower planning. • Conduct performance reviews and identify training needs. • Ensure adherence to company policies and SOPs. 3. Patient Experience • Deliver exceptional customer service. • Resolve patient complaints and escalations promptly. • Monitor patient feedback and implement corrective actions. • Maintain high patient satisfaction and Net Promoter Score (NPS). 4. Business & Revenue Management • Achieve monthly revenue and collection targets. • Increase walk-in patients and promote preventive health packages. • Monitor daily sales, billing, and productivity. • Collaborate with sales teams for business growth initiatives. 5. Quality & Compliance • Ensure compliance with NABL, CAP, ISO, and internal quality standards. • Maintain infection control and biomedical waste management practices. • Ensure accurate documentation and audit readiness. • Adhere to all statutory and regulatory requirements. 6. Financial Management • Monitor cash collections and daily reconciliation. • Control operational expenses and prevent revenue leakage. • Track key financial metrics and improve profitability. 7. Inventory & Asset Management • Manage inventory of laboratory consumables and office supplies. • Coordinate preventive maintenance of laboratory equipment. • Ensure optimal utilization of assets. 8. Coordination • Coordinate with laboratory operations for timely sample processing. • Liaise with logistics for sample transportation. • Work closely with HR, Finance, IT, and Sales departments for smooth operations. Work Location - Bangalore , Whitefield ( Corporate office )