Walk-in || TPA

Job description

Role & responsibilities II. JOB PURPOSE To generate and maintain systems, to efficiently manage Front Office responsibilities and to achieve high standards of efficiency and customer satisfaction. III. KEY RESPONSIBILITIES • Patient/ Customer Care • 1. To resolve day to day patients / visitors complaints and manage the total Customer Experience Questionnaires dissemination process. • 2. To be able to handle Patients, their Attendants and Families including VVIPs • 3. To efficiently run departmental operations with maximum degree of Patient Centricity. • 4. To be available at functional areas for Patient contact at all duty hours • Process Orientation/ Documentation • 4. To effectively implement policies, procedures through Front Office personnel. • 5. To daily supervise front office services and staffing. • 6. To ensure accurate patient invoicing, billing, refunds etc. and resolves all problems associated with patient billing. • 7.To have complete orientation of Operating software of Hospital. • 8. Comply with the service quality Process, environmental & occupational issues & policies of the respective area. • 9. To have complete Awareness about Disaster Management Programme (DMP) of the hospital. • People Orientation • 10. To ensure efficient functioning of Front Office personnel/ processes/ systems. • 11. To ensure FO Teams awareness and readiness towards emergency patient handling roles. • 12. To coordinate with diagnostic and treatment activities to achieve high customer satisfaction levels with services. • 13. To coordinate with medical staff and other departments on behalf of Front Office Team. • Cost & Revenue • 14. To effectively utilize Hospital Information System, EPABX system and other software provided, • 15. To be aware and develop cost efficient operations for the Department • Discipline • 16. To conduct & coordinate training programs for front office team on process, policy & services. • 17. To be well groomed, punctual & adhere to company policies and practices. IV. KEY PERFORMANCE INDICATORS • IPD Bill dispatch TAT within 4 days in 90% cases. IP patient satisfaction scores for billing above MHC targets. • 95% Compliance with planned training by the department. • Less than 1% error in billing and payment recovery. • Need to work upon the estimate accuracy & tagging part also. • TPA pre auth sent, query reply timely, Estimate preparation & during the discharge help the team members. • Prepare TPA tracker & Denial tracker of the patients. V. JOB REQUIREMENTS Minimum Qualifications • Graduation. Preferably with PG Diploma in Hospital Management. Experience • 4-6 years of healthcare experience in the relevant work. Language Skills • English • Hindi Behavioural Skills • Lead by example • Progressive attitude • People management • Self motivated VI. KEY INTERACTIONS Key Internal Contacts Key External Contacts • Head- Front Office • All Departments • Patients and Customers • In-room Patients and attendants • External Service Providers