Careers

Manager- Operations

Location : Bangalore

Department : Operations

Education : MHA / Masters / PG Degree in Healthcare or any allied field

Additional Qualification: -

Skills Required: Manager- Operations

Additional Skills Required: -

Experience Required: 7-10 years

PFunctional Reporting: Operational Excellence - Corporate

Administrative Reporting: COO

JOB DESCRIPTION (MAIN JOB TASKS)

• Head operations for all non-clinical areas - Front office, OPD, Daycare, IPD (Billing & Admission - Wherever applicable); FO for Diagnostic services, Financial counselling and conversion, etc.
• Act as a liaison between the clinical staff and the recipients of healthcare services. Oversee the general functioning of a healthcare facility and is responsible for providing all non-clinical services.
• Ensure patients are taken care / service is delivered as per set standard @ each touch point

Daily Responsibilities

Reception & Call Centre

• Ensure that trained staff is available at the Information Desk and other touch points.
• Ensure communication to the healthcare recipients about any changes in the services or non-availability of services, in a timely manner.
• Daily monitoring dropped and call backs done, New patient appointments through Call centre.
• Ensure all potential leads / patients are provided necessary information and services to maximise conversion as per defined TAT

OPD

Ensuring that the process for Scheduling of Appointments* is followed regarding the patient appointments for OPD & Diagnostics.

Monitor Daily OPD footfall, Appointment vs Walk-in ration.

Monitoring of OPD appointments and conversion

Ensure planning of admissions for admission patient

Monitor Discounts and refunds given on OP bills

Monitor the daily numbers for Health checkups.

Maintain and manage OPD calendar for Drs & diagnostics services in HIS

Audit - Random / Surprise audit of bills during the day & Billing policy audit / collection weekly basis to ensure no revenue leakage

Minimise waiting time and timely communication with consultants for any delay. If needed escalations to be done to COO / Medical Admin head

Internal Conversion

• Ensure advice is captured for all services from OP, IP & Day care areas.
• Monitoring conversion for advised/appointed services
• Analysing reasons for non conversions

Financial Counselling

• Monitor conversion against estimate provided to patients
• Ensure that re-counselling is done to the patients whose interim bill exceeds the counselled amount and who has any deviation in treatment plan
• Check reasons for gap between estimates and final bill and address the issue to keep it under check as per HCG policy

Admission & Bed management

• Increase the number of planned admissions by effectively putting in place the planning process & by identifying and rectifying the reasons for unplanned admissions
• Monitor the daily planned & Unplanned admission ratio & beds booked.
• Authorise & Monitor up-gradation/down-gradation and shifting back of patients to requested category.
• Ensure provision of Bed & counselling upon admission in timely manner

Wards

Monitor planned and unplanned discharges, adherence to discharge planning.

Monitor TAT for patient discharges (Payer type wise)

Improve discharges planned a day prior, Ensure non clinical discharge activities are completed on the day of planning.

Ensure The responsibility includes proper Registration of the patients, capturing all the necessary details, collecting details for the admission of the patients, taking consents, overseeing patient rooms in terms of proper services and provision of services to the relatives as determined by the Organisation from time to time, managing patient transfers as requested by the Clinical team and discharging the patient as per the Discharge Process.

Credit Cell

• Ensure the team processes the Pre-auth approvals for planned patients before admissions of the patients
• Ensure that the documents are sent to Credit/TPS/corporate companies within 48 hours of discharge of the patient.
• Monitor daily outstanding for IP patients
• Take follow ups from Credit control staff on the outstanding clearance

Billing

• Finalising Schedule of Charges under the instructions of the Unit Head and in coordination with the Head of Clinical Services & Head of the Sales & Marketing
• Monitor the daily revenue generated from OP and IP services
• Approve and authorise Discounts & Refunds on OP and IP services.
• Monitor the discounts on daily basis OP and IP services.
• Ensure Billing process, including all the sub processes, are followed and all the policies related to billing are implemented. The policies include the Discount Policy
• Collection of payments for the services rendered.

MIS

• Monitor revenue generated, Patient flow, OT & Bed utilisation and occupancy on daily basis.

Feedback

• Ensure a feedback process is set and is collected from the patients, relatives and treating Doctor and analysed for improvement of services.
• Assessing Problems: The Head of Operations must be able to make decisions to resolve problems quickly.

Weekly responsibilities

• Analyse conversions for Diagnostics and OP pharmacy
• Review weekly departmental performance through scorecard. (*For units where OE is rolled out)

Monthly responsibilities

• Departmental Audit to review the process and Compliance to Policy and processes in Operational Areas
• Setting quality indicators and performance indicators of the department as per the policy of the Unit
• Meeting with Sales & Marketing to understand drop outs and opportunity for conversion

General Responsibilities

• Ensure availability of required number of staff in all areas of responsibility
• Interviewing and finalising the staff for the department in case of new positions and replacements.
• Setting measurable goals for each staff of the department.
• Appraisal of the staff for the performance.
• Departmental training of the staff.
• Prepare duty roster of the staff & real time allocation
• Preparing an annual budget for the department.
• Tracking and approving expenses of the department as per the Policy.
• Daily huddle meeting with staff to ensure smooth functioning of the hospital
• Ensure smooth coordination between other functions, Clinicians and operations team. Do necessary timely escalation to COO incase of any issues
• Ensure all policies and protocols are maniatined as per HCG policy and keep it updated time to time
• Ensure all Quality / NABH standards and protocols are maintained in all areass reporting under him/her.
• Participate and Manage audit for all operational areas
• 30% staff rotation / multitasking
• Creation of service master & package comparison with competition
• Audit 10% of discharge files and bring necessary improvement in policy with corporate OE to fix gaps, if any
• Monthly discussion with corporate OE on challenges and solution - Day to day long term
• Ensure standard process is followed at each point & effective communication is done between customer, staff & other departments including clinicians
• Successful roll out of EMR with no billing leakages - OPD & IPD
• Participation - Fortnightly meeting with Ops manager pan india to learn and adopt best practices
• Daily MIS Report
• Daily active patient outstanding report.

Staff Management

Front Desk

• Reception / Front Office Staff
• Telephone Operator
• OPD Desk (Consultation/ Health Check Up & Diagnosis)
• ADT- Admission, Discharge & Transfer of the patients.
• Customer Care

Billing

• Head- Billing
• Staff- Billing (Cash, Credit)

Coordinator

• In Patient Coordinator
• Out Patient Coordinator

PHC PHC Should be completed within minimum TAT % >90% Radiology /
Radio-oncology No. of Patient Cancelled / refused due to non-availability of services % 0% Minimise Reporting TAT / Reduce Patient waiting for Reports % >90% Minimise waiting TAT for Test % <10% Wards %age of Discharges Planned % >90% Discharge TAT HH:MM <02:30 Cash Patients HH:MM <02:00 TPA Patients HH:MM <04:00 Corporate patients HH:MM <03:20 PSU / Govt Scheme patients HH:MM <03:20 %age of Discharge before peak admission time % <>60% Diagnostics Services Delayed <5% -->

Key Relationships

OPD: Manager- OPD

Financial Counselling: Financial Counsellor

Nursing: Head - Nursing

Pharmacy: Head - Pharmacist

OT: OT Manager

Billing: Head - Billing

Admission: Admission Department

Clinical: Head - Clinical Services, Consultants

Operations: COO

Operations: Regional Director

OPD: Manager - OPD

Team Building & Meetings

• Monthly Departmental review meeting
• Weekly scorecard meeting (For units where OE is rolled out)
• Team Building activities
• Receivables
• P&L Meeting
• MIS Meeting
• Quality Meeting
• Patient Huddle meeting
• Daily huddle meeting with Direct reportees

Dept / HIS Training

Department

• Departmental Processes & Policies
• Weekly scorecard Training (*For units where OE is rolled out)

TCS - HIS Modules

• OP Registration & PNR generation
• Admission & Bed booking
• HIS L2 Screen

HCG Spider

• Issue Tracker

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Junior Consultant-Radiology

Location : Bangalore

Department : Radiology

Education : MBBS, MD /DNB Radiodiagnosis /DMRD

Additional Qualification: -

Skills Required: Analyze and solve lower-complexity problems

Additional Skills Required: -

Experience Required: 0-2 YRS

Position Reports To: Medical superintendent

JOB DESCRIPTION (MAIN JOB TASKS)

• Responsible to collect the Treatment Plan, Package details, information regarding the mode of payment for CK treatment.
• Perform or interpret the outcomes of diagnostic imaging procedures including magnetic resonance imaging (MRI), computer tomography (CT), positron emission tomography (PET), nuclear cardiology treadmill studies, mammography, or ultrasound.
• Perform interventional procedures such as image-guided biopsy, percutaneous transluminal angioplasty, transhepatic biliary drainage, and nephrostomy catheter placement.
• Communicate examination results or diagnostic information to referring physicians, patients, or families.
• Provide counseling to radiologic patients to explain the processes, risks, benefits, or alternative treatments.
• Develop or monitor procedures to ensure adequate quality control of images
• Evaluate medical information to determine patients' risk factors, such as allergies to contrast agents, or to make decisions regarding the appropriateness of procedures.
• Obtain patients' histories from electronic records, patient interviews, dictated reports, or by communicating with referring clinicians.
• Recognize or treat complications during and after procedures, including blood pressure problems, pain, oversedation, or bleeding.
• Administer or maintain conscious sedation during and after procedures
• Administer radiopaque substances by injection, orally, or as enemas to render internal structures and organs visible on x-ray films or fluoroscopic screens
• Supervise and teach residents or medical students.
• Participate in quality improvement activities including discussions of areas where risk of error is high.
• Serve as an offsite teleradiologist for facilities that do not have on-site radiologists
• Treat malignant internal or external growths by exposure to radiation from radiographs (x-rays), high energy sources, or natural or synthetic radioisotopes.
• Implement protocols in areas such as drugs, resuscitation, emergencies, power failures, and infection control.

COMPETENCIES

Behavioural

• Strong analytical ability
• Problem solving ability
• Rationality in decision making
• Communication skills
• Teamwork
• Energetic

Functional

• Knowledge about hospital services and standards
• Awareness of overall processes of organization
• Strong clinical and administrative knowledge
• Awareness about NABH guidelines

Kindly share resumes to   [email protected]/ [email protected]

Please Note: This is not an exhaustive list of responsibilities but provides a general guideline of the duties assigned to the position. Job descriptions are dynamic and will change depending on the organizational requirement.

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Staff Nurse- Onco

Location : Bangalore

Department : Nursing

Education : GNM & Bsc Nursing.

Additional Qualification: In -house Oncology Training course

Skills Required: Basic Nursing skill knowledge of Onco Nursing

Additional Skills Required: -

Experience Required: 0-3 yrs.

Position Reports To: Head Of Department

JOB DESCRIPTION (MAIN JOB TASKS)

• Check and take over the instruments.
• Take charge of the patient, check peripheral IV line, central line, chemo-port drainage site, operated site and take necessary action as per hospital policy & appropriate care is given.
• Proper maintaining of billing and activity card.
• Supervise and help in bed making.
• Supervise the lotion while it is changed.
• Check oxygen and suction.
• Check whether oxygen humidifier and suction bottle is cleaned and labeled.
• Help patient in his/her bath, mouth care, hair combing, hair wash, and nail care.
• Change 2 hourly positions after attending pressure points of bed ridden patient.
• Give sponge bath to patients –major post-operative cases, bed patients etc.
• Do major dressings of the patient also central line, chemo-port, colostomy dressing, and colostomy bag changing.
• Check patient’s case file and give medication including chemotherapy –
• Right drug
• Right dose
• Right patient
• Right time
• Right route
• Right Observation (before, during and after medication)
• Right Documentation
• Check and send correct specimen properly filled lab requisition and labeled to the lab following the hospital policy.
• Collect the lab report in time and inform the concerned consultant.
• For any investigation or any procedure, the patient should be prepared as per the consultants order and shifted as per hospital policy. Reports to be obtained in time and to inform the concerned consultant.
• Complete the nurse’s documents immediately after each procedure.
• Observe IV Line frequently so that there is no extravasations/infiltration.
• Check hourly temperature, BP of all patients on chemotherapy and very ill patients. Any fall or rise in vital signs inform duty doctor/consultant immediately and take written instruction and carry it out immediately. Telephonic orders must be confirmed by another s/n or duty doctor and documented in the progress notes. On the very next consultant’s visit get the order documented in the doctor’s progress notes.
• Check for chemotherapy patient—chemo-plan is written by the respective consultant .if not get it written and then only start the chemotherapy.
• Check for consent and check list is filled before each cycle is begun.
• Check pre-op patient for local preparation, investigation reports,, consent anaesthesiologist’s pre-op check and premedication orders and complete it.
• To co-ordinate and work for the smooth functioning of the hospital, maintain the inventory.

KEY RESULTS AREA’S (KRA’s)

• Explain patient and administer chemotherapy, blood transfusion, taking all precautions and observe the patient for any reaction and other side effects & to do all central line, chemo-port and all major dressings.
• To attend all consultant’s rounds.
• To maintain nurses records as per hospital policy.
• To supervise and teach junior nurses.
• To assist the doctors in carrying out the required procedures

GENERAL COMPETENCIES

• Job competence.
• Job knowledge, job skills, quality and safety consciousness.
• Commitment & initiative.
• Initiative, punctuality & learning, adherence to work ethics, dependability.
• Interpersonal relations.
• Team work, effective communication, positive & empathetic attitude.

Kindly share resumes to   [email protected]/ [email protected]

Please Note: This is not an exhaustive list of responsibilities but provides a general guideline of the duties assigned to the position. Job descriptions are dynamic and will change depending on the organizational requirement.

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Executive– Billing

Location : Bangalore

Department : Billing Executive

Education : Graduates ( in any field)

Additional Qualification: -

Skills Required: Communication, Conflict management, Flexibility, Team Building, Customer Focus, Initiative, Computer interface

Additional Skills Required: -

Experience Required: 3-5 YRS

Position Reports To: Manager

JOB DESCRIPTION (MAIN JOB TASKS)

Job Purpose:

The main role of the Senior Billing Associate is to generate the final bill.

Major Accountabilities:

• Prepare final bill when cash/TPA/corporate/fund cards come for discharge. In case of TPA credit patients if the bill exceeds the approval final bill with discharge summary send it to the insurance dept for the final approval. If there is any collection to be done from patient, for non admissible items, it is done (E.g. copayment, room restriction, exceeds pre-auth amount, luxury tax, non applicable charges etc).
• Every day morning all the previous day discharged cards are cross checked whether they have been paid the bill and show discharge in the HIS .In case of cash patient if they have not paid who has given permission should give a signed letter which should be attached with the card and it is filed in the billing dept.
• In case of Fund patient bills are prepared and it is recorded in a excel sheet where in it will show what is the amount paid by the patient ,how much it is utilized and what is the balance.
• In case of CM/PM fund after their utilization of the fund settling the bills and sending to their respective office. A copy of the bill is recorded in the billing department.
• In case of credit bills after discharge a set of three copies are prepared where the first copy is dispatched to the company, second copy is been filed in the billing dept and third copy is sent to accounts. It is same procedure in case of OP Credit bill also.
• Attending to patient/company queries as and when it is required. Give them the information required.
• Everyday cross checking of O.T. surgical cards.
• Maintains record of everyday discharge patients (cash & credit) in a excel sheet for reconciliation of dispatch of bills & reports.
• Any other jobs to be attended as and when there is an instruction from the H.O.D’s.
• Having a knowledge of all the things happening in the department and inform the same to H.O.D’s if needed. And is responsible for all activities in the department.

KEY RESULTS AREA’S (KRA’s)

• Based on number of discharges on daily basis
• Patient Grievance
• Punctuality
• Grooming
• Support to Subordinates

Kindly share resumes to   [email protected]/ [email protected]

Please Note: This is not an exhaustive list of responsibilities but provides a general guideline of the duties assigned to the position. Job descriptions are dynamic and will change depending on the organizational requirement.

APPLY NOW