Patient Service Manager

Job Summary

The Patient Service Manager will be responsible for maintaining efficient room schedules at each of the Outpatient reception / clinics and working with Physicians to ensure maximum utilization of all the Clinics.

Expected to assure the coordination and continuity of activities performed by schedulers with Nurses and physicians by providing the better care to the patients in outpatient clinics in compliance with the established criteria. Continuously monitors computer and telephone systems to ensure proper operations, responds to and acts upon equipment problems quickly. Immediately responds to patients concerns, prompts other schedules to be sensitive to fluctuations in the number of patients in the waiting queue.

Work is performed independently with schedulers in a work setting involving frequently unpredictable unique situations

Major Duties and Responsibilities

• Ensures through his actions, either directly or indirectly, that a superior quality of medical treatment, compassion and understanding is given to every patient served at the CARE Hospitals and Clinics.
• Following-up the problems facing the Registration Clerks regarding the company patients and whether the patient is eligible for treatment in the hospital or not.
• Developing and maintaining a system to manage this effectively.
• Follows the complaints system and policy of Patient Service Department.
• Work is conducted in a professional manner maintains patients file confidentiality when required.
• Follows all departments policies and procedures.
• Participates in on-going education program developed by the department, e.g. Department Policy and Procedures, Fire Safety, Risk Management, Environmental control.
• Coordinates with the appointment clerk and receptionist about operating duties.
• Coordinates with Nursing and Doctors to have all patients seen on time and report any delay.
• Works as patient advocate.
• Conducts regular process evaluation and initiates performance improvement projects.
• Conducts regular patient satisfaction survey and staff performance monitoring audit.
• Maintains the flow of outpatient medical records within the assigned clinics and checks that the files have been properly processed and are available for all patients.
• Provides assistance, guidance and work direction to the clinic schedulers to maintain the highest level of quality services.
• Notifies Nursing Supervisor or senior physician of any conflict between the different specialties to discuss the problems and solve them.
• Operates computer to feed the daily clinic visits and ensures that the no-show status for each patient is updated in the system.
• Gives orientation to new hires on policies and procedures pertaining to work area, eligibility of treatment, Patient Care System, Schedules patterns.
• Implements methods in coordination with the various outpatient medical record units to minimize the number of missing files and puts efforts to locate them.
• Organizes and ensures the correctness of the variable patterns for all physician schedules in the assigned general practice and specialty clinics. These efforts are done through consultation with the directions from the Service Chiefs and Nursing Supervisors.
• Performs other applicable tasks and duties assigned within the employee's knowledge, skills and abilities.
• Performs additional tasks and duties as assigned by the management.

Supervises

OPD Patient service team

Qualifications:

A minimum of:

Education:

Diploma or bachelor degree in administration preferable in healthcare / hospital administration.

Experience:

Five (5) years of applicable experience related to position preferably in large-scale hospital.

Competencies / Skills:

• Excellent command of written and spoken English and Arabic.
• Excellent public relation skills, people oriented and excellent interpersonal relation skills are a must.
• Working knowledge of Customer Services
• Working knowledge of Computer application related to job and MS office.