Key Duties & Responsibilities

• Manage, Administer and coordinate day-today front line operational activities of the hospital.
• Oversee the patient care function and ensure delivery of expected level of service quality to all patients. Direct observation by visits to counters to evaluate level of patient care.
• Ensure proper resource allocation and facilities provision to patients in coordination with other departments (e.g. room availability, ambulance arrangements, etc) to ensure supreme customer care.
• Administration and supervision of front office staff, performance management of front line staff by briefing and training of staff, coaching in problem solving and effective communication, career path planning, grievance handling and conflict management, etc.
• Provide the Hospital management with Patient information and statistics, patient complaints and suggest actions for improvement.
• Attend to hospital emergency codes as appropriate to ensure high level of service quality of hospital and compliance to Quality standard requirements.
• Ensure compliance of Hospital operations to requirements of Hospital Quality standard Joint Commission International accreditation (JCI).
• Function as an onsite coordinator for internal or external disasters or other major events.
• Assist the implementation of severe weather policy together with Chief operating Officer and Director Medical Services and the administrative team.
• Assist in patient access services in coordinating patient placement.
• Standard collaborate with clinical and support staff to foster delivery of quality care coordinate triangle activities, as needed, through communication with the emergency department and bed control.
• Acknowledge and investigate patient complaints and concerns and implementation of necessary corrective action. Maintain correspondence related to incidents and complaints.
• Attend to telephone inquiries / record over the phone complaints through Call Center.
• Communicate with external and internal customers via telephone and email.
• Investigate and solve customers' problems and obtain reports on the same from relevant departments.
• Grievance Redressal of Front Office staff members as directed by the Hospital Policy for Grievance Handling.
• Improve efficiency and effectiveness of the procedures relevant to Customer care function.
• Preparation of monthly roster of Customer Relations Executives. Approve other Front office related Employee rosters prepared, in order to ensure compliance to laid down policies and procedure of Durdans Hospital.
• Visit all front office counters on a daily basis, to observe performance levels of staff and compliance to laid down policies and procedures of the hospital.
• Preparation of Management reports as and when requested by the immediate manager/ the senior management.
• Attend to serving Very Important Person (VIP) customers on their appointments/admissions, etc as and when required.

Ideal Candidate Should Possess

• Diploma or degree in related field or equivalent professional qualification .
• Fluency in English and Sinhala languages. Tamil language will be an added advantage.
• minimum 10 years experience in related field.