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