General Manager & Head-Patient Services

Oversee OP billing, registration, and patient admission-related coordination.

• Ensure smooth clinic operations, patient flow, and appointment management.
• Supervise patient coordination, counselling, and service delivery.
• Monitor patient feedback, complaints, and service recovery.
• Ensure timely follow-up calls for consultations, investigations, and treatment plans.
• Coordinate with consultants and clinical teams to improve patient experience and continuity of care.

IP Operations – Inpatient Services

• Oversee the complete inpatient journey, from admission to discharge.
• Manage admission processes, bed allocation, and coordination with clinical departments.
• Supervise inpatient billing for cash, credit, insurance, and government schemes.
• Ensure accurate billing, timely approvals, and efficient discharge processes.
• Monitor discharge turnaround time and resolve billing or documentation delays.
• Coordinate with nursing, doctors, pharmacy, diagnostics, insurance, and other support departments.

Patient Coordination and Clinical Service Management

• Ensure seamless coordination between patients, consultants, clinical teams, and hospital departments.
• Monitor patient treatment schedules, appointments, and follow-up requirements.
• Support patient counselling, treatment coordination, and resolution of service-related concerns.
• Develop processes to improve patient accessibility, satisfaction, and retention.
• Ensure appropriate communication with patients and their attendants throughout the care journey.

Billing, Revenue Cycle and Credit Management

• Monitor OP and IP billing accuracy, revenue realization, and outstanding dues.
• Oversee cash, credit, insurance, and corporate billing processes.
• Coordinate with insurance companies and Third-Party Administrators (TPAs) for pre-authorizations, claim submissions, and settlements.
• Manage credit collection from corporates, insurance providers, and government schemes.
• Monitor pending claims, rejected claims, and outstanding receivables.
• Coordinate with finance and accounts teams to improve collection efficiency and reduce revenue leakage.

Call Centre Management

• Oversee inbound and outbound call centre operations.
• Ensure timely handling of patient enquiries, appointment bookings, and scheduling requests.
• Monitor lead generation, follow-up activities, and conversion of enquiries into appointments and treatments.
• Track call centre performance through response time, conversion rate, appointment adherence, and patient feedback.
• Implement processes to improve patient engagement and reduce missed appointments.

Government Schemes and Corporate Relations

• Oversee patient billing and documentation under applicable government healthcare schemes, including AB-PMJAY and Karnataka state healthcare schemes, as applicable.
• Coordinate with corporates, insurers, and TPAs for eligibility verification, approvals, billing, and collections.
• Ensure compliance with scheme-specific documentation and billing requirements.
• Build effective working relationships with corporate clients and insurance partners.

Patient Experience and Grievance Management

• Establish and monitor patient satisfaction standards across all service touchpoints.
• Address escalated patient complaints and ensure timely resolution.
• Analyse patient feedback, recurring complaints, and service gaps.
• Implement corrective and preventive actions to improve service quality.
• Drive patient-centric service standards across the hospital

Work Location

In person