Practo - Senior Manager - Patient Care Coordinator Lead

What if, instead of a job, you had a mission? A mission to create the future of healthcare alongside a team of brilliant, passionate people, on a canvas that touches billions of consumers around the world?

It's what we do at Practo.

Practo is made up of people from diverse backgrounds, united by our mission to help people around the world live healthier, longer lives by simplifying ways to be healthy. Our culture revolves around first principles thinking that leads to daring ideas and we have the freedom and opportunity to turn these ideas into reality. We are dedicated to improving healthcare access for everyone and leaving the world better than we found it.

Job Summary :

We are looking out for high-performing healthcare personnel to work as a Care Coordinator lead. This role is responsible for executing high-quality patient experience operations through a team of online care coordinators to deliver a high-quality surgical care experience.

Responsibility:

- Build and manage a team of care coordinators assisting patients throughout the journey. Closely work with doctors to create the handover process from doctors (to care-coordinator), for patients requiring surgical care.

-Ensure the care-coordinator team is equipped with all the required information, tools, and training to completely assist the patients

- Track operational and medical metrics for the care-coordinator team and work with the process specialist in making the processes very efficient, robust & failure-proof

- Uses performance data to identify strengths, improvement opportunities, and recommend actionable interventions to achieve top decile patient experience performance.

- Own key performance indicators for patient experience (KPI - CSAT / NPS)

- Collaborates effectively with teams to develop action plans to continually improve the NPS / CSAT

- Actively drives initiatives pertaining to patient experience from pre- to post-surgery, including but not limited to NPS, engagement scores, complaints/compliments, referrals, wait times, efficiency, etc

- Also responsible for improving OP-IP conversion, along with the OP-IP head

- Total of 8+ years experience; Minimum 5 years of In-patient management experience

- MBA in healthcare management, or Tier-1 college graduate preferably with a strong healthcare experience/ MBBS/ BDS with Hospital Administration

- Strong understanding of in-patient journey, procedure cost & insurance requirements across different surgical categories (especially General Surgery)

- Demonstrated problem-solving skills

- Highs process centricity and a good understanding of operational metrics for virtual support teams

- Excellent communication and customer service skills.

- Leadership and people management skills to build and manage a high-performance team of care-coordinators