DUTIES AND RESPONSIBILITIES
- Person-in-charge of Inpatient and Outpatient of Patient Relation Department
- Administer hospital’s appointment resources and slots management
- Assist frontline in managing second-tier escalation in patient management
- Assist in developing on-the-job training and/or in-service curriculum, required documentation and training manuals
- Assist in reporting or analyzing department’s or hospital’s statistics and data
- Assist in staff dispute management
- Conduct audits that are relevant to patient relation’s scope of work
- Conduct competency assessment of trainees and staff audits
- Evaluate patient relation’s training needs and provide training for staffs
- Lead quality improvement projects and initiatives
- Liaises with patients and other stakeholders to provide services to patients
- Manage patients’ feedback and enquiries
- Prepare and manage the staff’s schedule for maximized manpower
- Oversee the operations of service counters
- Participate in the execution of designated emergency response tasks
- Perform payment collection procedures
- Perform service recovery and escalate to appropriate Head of Departments as needed
- Provide and assist financial counselling to patients
- Provide patient and caregiver education when necessary
- Provide post-consultation instructions where necessary
- Reconcile daily monetary transactions
- Supervise downtime procedures
- Supervise and collaborate Patient Relation team’s professional development and coach them to meet key performance indicators.
- Work with and through key stakeholders (Operations Director, CEO, HoDs, and colleagues) within TPH to deliver on functional responsibilities.
- Cultivate meaningful relationships with external agency and stakeholders (Government and regulatory agency, vendors, contractors, suppliers, etc) to obtain synergy and long term collaboration.
- Develop and build long term relationship with TPH patients
- Take action to address anticipate needs in order to exceed patients’ expectations
- Create and maintain a positive TPH image in every interaction with internal and external customers
- Maintain current TPH information relating to medical professionals, procedures, pricing, to be able to provide details to patients
- Ensure that hospital projects/systems and processes are recovered with minimum downtime.
- Ensure that supporting functions departments assigned are managed within the given budgets and timeline.
- Ability to work with different stakeholders and deliver operational efficiency for the hospital
- Good organizational skill in managing the needs and expectation of internal and external customers in a competitive environment
Requirement
- Bachelor’s degree in business administration, Public Relation, Management, Business Management and other related field.
- Knowledge of developing policies, procedures and work instructions
- Knowledge of fiscal management practices and human resources management techniques.
- Knowledge of health care administration systems.
- Skilled in building and maintaining interpersonal relationships with all levels of personnel.
- Skilled in planning, organizing, and supervising.
- Skilled in exercising initiative, judgment, problem-solving, decision making.
- Ability to work under stress, interruptions and tight deadlines.
- Ability to analyze and interpret complex data.
- Ability to understand financial reports.
- Ability to exercise professionalism in dealing with all levels of personnel.
- Good domain knowledge in estate and facilities management and handling contracts
- Comfortable with crisis & business contingency management and project management
- Familiar with local regulatory requirements relating to safety, security, building and environmental standards
- Strategic in outlook and able to translate strategies to operational plans
- Change management capability
- Influencing and negotiation competence
- Ability to exercise professionalism in dealing with all levels of personnel.
- Ability to exercise independent judgment to determine project guidelines, purpose, follow-through, and completion for tasking and assignment
- Concise written communication
- Demonstrate clarity in verbal articulation
- Ability to communicate clearly, verbally or in writing, with others regarding group services, policy standards, performance guidelines, and services standards
- Project management
- Strong Attention to details
- Time management
- Analytical and financial competencies
- Be confident when dealing with medical professionals and patients with empathy
- Be able to use Microsoft Office, Electronic Medical Record System
- At least 5 years in related area of work as a patient relationship (preferably with healthcare experiences though not mandatory)
How to apply:
Please send your CV and Cover letter to careers@prestigehospital.com or contact 016 366 575 / 098 888 742
