Operations Coordinator
New mowasat hospital
Total years of experience :15 years, 10 Months
Operational & Financial Responsibilities
Maintains established departmental policies& procedures, objectives, quality assurance program, safety environmental and infection control standards
Supervises /controls the scheduling and waiting times of the patients to the admitting area. Develops priorities for bed assignments and maintains the bed board.
Coordinates with Medical, Nursing and Accounting staff to ensure appropriate placement of patients as per patient preference, condition and diagnosis, compliance with third party payers and other regulations.
Prepares pre-admission and admitting forms, facilitates room transfers, prepares admitting, & discharge reports.
Verifies all insurance benefits assigned to the Hospital to determine whether the insurance coverage meets the standards of admission as stated in Hospital policy.
Maintains and fosters effective customer services with patients and the public.
Reviews Hospital admissions to ensure accurate financial & biographical data, ensures that the documentation is obtained and properly entered into the Hospital records.
Follows up daily appointments by each clinic, answers queries on telephone and supports staff in closing the daily cash collection.
Prepares work schedules, assigns personnel, evaluates work performance and makes recommendations for personnel actions.
Ensures that the Front Desk daily functions run smoothly and efficiently; oversees operations, manages staff schedules and expedites problem solving.
Controls the daily task in OPD clinic, ensures the availability of staff in each point of sale.
Reviews Admitting department operations to ensure compliance with JCOAH (Joint Commission on Accreditation of Healthcare Organizations).
Reviews Hospital admission schedules to ensure adequate staff availability to admit patients
Supports new staff; provides proper training and orientation.
Enhances professional growth and development through participation in educational programs, current literature, in service meetings and workshops.
Attends meetings as required and participates in committees as directed.
Performs other related duties as assigned by operation Manager.
Measurable Outputs:
Ensures that the customer service staff contributes and ensured that all the new registered patients’ demographics including the email id’s are captured in the HMIS accurately.
Correct service codes, physician codes are entered in the HMIS while handling the services to avoid back dated corrections / cancellations.
Ensure that, the staff submits the collected cash to the cashier office on a daily basis.
Ensures that the approvals of the given services are obtained from the concern payers through the CS staff to avoid revenue loss.
Closely work and monitor the CS staff to deliver the insurance approval obtaining process on a daily basis to ensure one window service to our patients. .
Closely work with the supervisor and ensure that all the claim forms are properly collected from the respective units / opd / floor. The numbers are tallied with the HMIS count.
Closely work with the team leaders and ensure that all the claims are properly checked to fix the administrative errors to avoid administrative rejections.
Ensure that all the patients been informed about the enhanced OPD time hours for utilization of the OPD through CSS & CC. Target is
Encourage the team to book appointment in the clinic..
Closely work with the MRI / CT orders tracking unit and ensure that maximum orders are converted as business. Birthday gifts are distributed to the patients who visited NMH on his or her birthday.
Control the back dated cancelation.
• Manages the call center’s team of agents.
• Circulates the room periodically every day to listen to conversations and provide instructions.
• Remains available at all times for agents’ questions and concerns.
• Handles calls from customers who wish to speak to a supervisor for whatever reason.
• Monitors numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls.
• Checks the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time.
• Informs management when wait times consistently remain too long so that management may consider hiring additional employees to prevent customers from hanging up and calling a competitor.
• Reviews all call reports.
• Maintains call agent attendance records.
• Trains new call center agents.
• Meets with management to report the progress of the call agent team.
• Provides helpful feedback and positive communication to motivate call agents.
• Runs regular staff meetings with the call agent team.
• Keeps up with industry news.
• Trains call agents on new computer or telephone equipment as well as new products and services offered by the company.
• Communicates any company policy and procedure changes to call agents.
• Makes sure agents participate in continuing education to maintain any required certifications.
• Maintains any certifications the company requires of supervisors through continuing education or advanced training.