Operations - Outpatient Incharge

Job Description – OPD In-chargeOversee end-to-end OPD operations including registration, billing coordination, patient flow, and appointment management to ensure smooth daily functioning. Manage OPD staff such as front desk executives, PCCs, and support staff, including rostering, performance monitoring, and on-floor supervision. Ensure adherence to service quality standards, patient experience protocols, NABH guidelines, and hospital SOPs. Coordinate with doctors, nursing, diagnostics, billing, and patient experience teams to reduce waiting time and improve OPD efficiency. Monitor OPD KPIs such as patient wait time, TAT, appointment adherence, feedback, and NPS scores; initiate corrective actions where required. Handle escalations, patient grievances, and service recovery with empathy and professionalism. Ensure proper documentation, reporting, and daily MIS related to OPD volumes, doctor availability, and operational issues. Support implementation of hospital initiatives related to patient experience, digital OPD processes, and continuous improvement.Key Skills & CompetenciesStrong people management and stakeholder coordination skills. Good understanding of hospital OPD workflows, HIS systems, and billing processes. Excellent communication, problem-solving, and customer handling abilities. Ability to manage high patient volumes in a fast-paced environment.

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