OP Operations And Patient Experience - Manager

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 9886300305 if we do not respond to your call or email.