Senior Executive/ Duty Manager

Job Description

Title: Senior Executive/ Duty Manager

Company Name: Evercare Hospital, Chattogram

Vacancy: 01

Age: Na

Job Location: Chattogram

Salary: Tk. 25000 - 35000 (Monthly)

Experience:

• At least 3 years

• Bachelor/Honors

• At least 3 years

Training and Development: 

• Identifying training and development needs through job analysis, appraisal schemes and regular consultation with relevant managers

• Designing and developing training and development programmes based on both the organization’s and the individual`s needs.

• Producing training materials for in-house courses

• Managing the delivery of training and development programmes as per training need analysis

• Monitoring and reviewing the progress of trainees by using questionnaires and through discussions with managers

• Evaluating training and development programmes

• Amending and revising programmes as necessary, in order to adapt to the changes that occur in the work environment

• Supervising the work of trainers

Services Management: OPD/ IPD

• Communicating effectively with staff at all levels, and patients, to monitor and support trust procedures and organizational operations

• Provide /coordinate technical assistance to patient in terms of basic medical knowledge and applications.

• Oversee patient care flow while redirecting and allocating resources.

• Determine necessary space, equipment, supplies and support systems to ensure effective functioning of unit/department.

• Investigate patient/visitor concerns and implements appropriate courses of action.

• Take corrective action in situations requiring immediate intervention, including interpretation and administration of hospital policy and work rules.

• Intervene and problem solves for inter-/intra-departmental issues.

• Facilitate interdepartmental communication, negotiation and decision-making.

• Obtain adequate facts and evaluates data to identify and intervene in actual and/or potential safety and risk management issues.

• Communicate pertinent information (verbal and/or electronic) in a timely manner to hospital administration/ HOD.

• Document pertinent information, actions and decisions and communicates to appropriate leadership. 

Customer Relationship Management ( CRM) 

• Provide personalized services for high value, VIP, vulnerable patients

• Contact patients or patient family to retrieve what exactly they want to suggest improving our services and analyzing the comments and taking necessary steps to resolve it.

• Performs all other tasks as required by the department.

Job Context:

The role will be responsible for ensuring the smooth and efficient execution of hospital-wide operational activities, including effective coordination and collaboration across various departments. The position requires the ability to manage multiple operational responsibilities simultaneously while demonstrating flexibility to work in rotational and shifting schedules as required.

The incumbent will be expected to effectively engage with a diverse range of internal and external customers and lead cross-functional operational initiatives. Strong management, interpersonal, communication, and customer relationship management skills are essential to ensure seamless service delivery, operational efficiency, and a positive customer experience.

Responsibilities/Tasks:

• Perform regular and spot-check of all service care units and to maintain high quality standards through routine visits to every ward and floor.

• Enquire about all the security staff as well as other hospital staff to make sure that all the stations are ready to serve patients and to provide support to the doctors on duty

• Address all major hand-over issues received from the daytime in-charge which may need to be resolved at night and holidays

• Address any patient’s request, requirement, complaints etc. Monitor and ensure that all the complaints are resolved in appropriate manner

• Record all the incidences that require attention of the management and submit those through Duty Manager’s Report (DMR)

• Attend all urgent calls from the emergency, intensive care unit (ICU) or wards by providing necessary support for both the internal and external customers

• Make sure that the staff support facilities are available in good order, such as cafeteria food, transport availabilities at night

• Provide logistic and administrative support to medical staff, On-duty Nursing Administrator and Emergency services as and when required

• Keep on-call Senior Leader posted about any major untoward event and seek their advice and support with any uncertainties regarding a decision or course of action

• Streamline all activities from admission to in-patient care, as well as bill payment to discharge of the patients

• Co-ordinate with house keeping, maintenance, nurses, duty doctors, consultants, medical services and other concerned departments in attending the patients’ need

• Monitor the activities of the Customer Care Officer and to provide necessary instruction, counseling etc.

• Maintain official formalities of MLC/MLC expired patients

• Counsel the attendants of expired patients regarding death protocol and dispose of the dead body

• Suggest areas of improvement and implement those to enhance customer satisfaction

• Counsel the patients and their attendants regarding patient’s rights and responsibilities as well as hospital policy and procedures whenever required