OP Operations and Patient Experience - Manager
- Manipal Hospitals
- 8 - 12 years
- Mysuru
- 18 days ago
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Job Description
1. Out-Patient Operations Management
- Ensure smooth day-to-day functioning of all OPD areas (registration, consultation rooms, diagnostics, pharmacy interface, billing, waiting lounges).
- Manage patient flow to minimize waiting time and prevent crowding, especially during peak hours.
- Monitor and optimize appointment scheduling, walk-in management, token systems and queue management.
- Ensure the readiness of Consultation Rooms including IT access.
- Coordinate between front office, nursing, housekeeping, security, billing, and diagnostic teams for seamless service.
- Track and improve turnaround time (TAT) for registration, vitals, consultation, diagnostics, and billing.
2. Patient Experience Management
- Build, implement and monitor patient experience standards aligned with corporate hospital expectations.
- Handle patient and attender concerns, grievances, and escalations with empathy and quick resolution.
- Actively supervise feedback collection (surveys, NPS, digital ratings) and prepare improvement plans.
- Conduct service recovery actions for dissatisfied patients.
- Ensure patient comfort - waiting areas, seating, communication about delays, elderly/disabled support, etc.
- Communicate proactively with patients and attenders about processes, waiting times and next steps.
3. Coordination With Internal Staff
- Lead and supervise front-office executives, coordinators, nursing OPD staff and support staff.
- Conduct daily huddles to plan for expected patient load, staffing, and resource needs.
- Provide training on service etiquette, communication, patient handling, complaint management, and SOP adherence.
- Ensure compliance with hospital policies such as infection control, safety protocols, documentation standards, and code of conduct.
- Collaborate with Billing, Insurance Desk, TPA, Pharmacy, Radiology, and lab teams to remove service bottlenecks.
4. Coordination With External Patients & Attenders
- Provide guidance and navigation throughout the OPD journey - registration, consultation, diagnostics, pharmacy, admissions.
- Manage queues, crowd handling, and assistance for senior citizens, differently abled patients, children, and emergency walk-ins.
- Offer clear and timely communication of delays, doctor schedules, unavailability, or process changes.
- Educate patients and attendees about hospital services, digital tools, and follow-up processes.
5. Doctor & Consultant Coordination
- Manage complete doctor OPD scheduling, slot management, and clinic calendar updates.
- Ensure doctors are supported with consultation room readiness, patient files, EMR access, assistants, and digital tools.
- Communicate patient flow updates, appointment loads, and special case requirements to consultants.
- Build strong relationships with doctors, respond to their feedback, and coordinate solutions for workflow issues.
- Facilitate new specialty clinics, promotional OPDs, and corporate health programs.
6. Digital Support for Consultation & Admissions
- Support implementation and smooth functioning of hospital digital systems including:
- Online appointment platforms
- Self-check-in kiosks
- EMR/EHR systems
- Teleconsultation platforms
- Mobile app/website integration
- Assist patients in using digital tools - booking appointments, accessing reports, digital payments, downloading prescriptions.
- Coordinate with IT department for resolving system issues, downtime management, or feature enhancements.
- Manage digital queues, virtual consult schedules, and online payment workflows.
- Ensure proper digital documentation for OPD cases - consultation notes, diagnostic orders, admission requests.
- Facilitate OPD-to-IP admission process through digital pre-admission forms, bed management systems, and coordination with admission counters.
7. Admission Coordination from OPD
- Identify and track patients advised for admission by consultants.
- Guide patients through admission procedures - insurance, TPA, billing estimates, room availability, consent forms.
- Coordinate with admission desk, IP departments, bed management, and nursing teams.
- Minimize delays between consultation and actual admission.
- Ensure special cases (planned surgeries, maternity, high-risk patients) receive personalized support.
8. Quality, Compliance & Safety
- Ensure adherence to NABH standards in all OPD services.
- Conduct periodic audits of OPD processes, patient experience checkpoints, and frontline staff performance.
- Maintain updated SOPs for registration, consultation workflow, patient safety, infection control, and digital services.
- Ensure safety practices - hand hygiene, biomedical waste segregation, emergency response protocols.
9. Reporting & Performance Monitoring
- Track and analyze daily/weekly/monthly KPIs, such as:
- OPD footfall
- Patient waiting times
- Consultation time adherence
- Feedback/NPS scores
- Revenue contribution
- Staff productivity
- Present operational insights and propose improvement initiatives to management.
- Monitor trends in patient complaints and develop CAPA (Corrective and Preventive Actions).
10. Process Improvement & Strategic Initiatives
- Lead initiatives to reduce wait times, enhance digital adoption, and improve patient satisfaction.
- Implement Continuous Improvement methods for OPD workflow optimization.
- Support hospital leadership in introducing:
- New specialty clinics
- Patient engagement programs
- Digital transformation projects
- OPD infrastructure enhancements
- Benchmark patient experience and service quality with other corporate hospitals.
Qualifications & Skills:
- Education: Graduate/Postgraduate in Nursing/BAMS + Postgraduate in Hospital Administration or Healthcare Management.
- Experience: Proven experience and understanding of hospital OP Operations and Patient Experience Management for 8+ years and should have minimum of 3 years of experience as Unit OP Operations Head/In-charge
- Communication Skills: Strong interpersonal skills to engage with customers effectively.
- CRM Proficiency: Familiarity with Hospital HIS tools .
- Analytical Skills: Ability to analyse data, identify trends, and work on strategies accordingly.
Candidate should possess exceptional communication skills Written [English + Kannada] and Verbal [ Kannada + English + Hindi + Tamil + Telugu].
Candidates / Aspirants ready to relocate to Mysore on their own can also apply.
Aspirants are requested to E-mail resume in MS word format only along with photograph and with details on current fixed salary + incentives if any and expected salary.
Please super scribe as "Application for the post of Unit OP Operations & PEM Head/In-charge at Manipal Hospital - Mysore" in Subject column when writing / sending / forwarding E-mail.
Work Location - Mysore - Karnataka - India.
Note* You can also text WhatsApp message to 9886300*** if we do not respond to your call or email.
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Walk-insContact Details:
Company: Manipal HospitalsLocation(s): Mysuru
Keyskills: OP Operations Patient Experience Management Doctor and Stakeholder Coordination Customer Service Excellence Process Improvement and Crisis Managemnet Digital Competence
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