Operations Head (Patna - Home Healthcare Team)

About Medanta:

Over past 15+ years, Medanta has created an unrivalled impact in delivering world class multispeciality care to patients in India.

We have hospitals in Gurgaon (Delhi NCR), Lucknow, Patna, Indore & Ranchi. In addition, we have clinics in Defence Colony (South Delhi), Cybercity (Gurgaon), Subhash Chowk (Gurgaon), Golfcourse Road (Gurgaon) and at the Delhi Airports. Our latest addition is a multi-super specialty hospital in Noida (Delhi NCR). We further plan to scale up our existing facilities and also expand into few more geographical areas.

Medanta is constantly growing including launch of 'out-of-hospital' divisions which are comprehensive homecare services, pathology and pharmacy.

We are looking for a strong Operations Head for our Homecare team at Medanta Patna.

Key responsibilities:

• Implement & manage operational processes in accordance with expectations set by the organization to ensure effective & quality care at home to patients. Have a system thats foolproof, tech enabled which reduces the risk of errors
• Research/benchmark competition or other relevant sectors/areas which could provide insights to add value in the existing processes
• Ensure various line processes in home care like call center, patient registration/onboarding, appointment booking, billing, patient visit/field staff, feedback, follow-ups and any other patient engagement activities are carried out smoothly
• Ensure theres effective co-ordination with cross functional teams like patient services, marketing, sample collections, diagnostics (labs/radiology), nursing, Doctors etc. for smooth service delivery
• Ensure there are documented SOPs, process flow for all operational activities.
• Maintain & publish all reports & MISs pertaining to database (patient demographics etc.), patient complaints vs resolutions, satisfaction scores etc.
• Monitors each KRA/KPI closely for self & team through review mechanisms, trackers etc. to ensure no outages/slippage. Continuously evaluate the quality of care provided and where/how value can be added by the home care team
• Manage team: Train, develop team members. Ensure rosters are aligned with business requirement, theres provision of on-call team member(s).
• Any other duties assigned by the reporting manager

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