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Patient Relation Supervisor

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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

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