Our client is a customer centric Medical Tourism facilitation company
Position Title: Branch Head (service center)
Reporting to: Country head or CEO as applicable
Location: Chennai
Scope:
Operating the office as the single point of contact Responsible for all results of the branch meeting HR objectives, profitability, accounts receivable, advertisement, marketing, travel request.
Key areas of contribution:
HR
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Be involved and responsible for recruitment of new personnel, prepare their job descriptions, conduct interviews and make recommendations for recruitment.
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Train new recruits and ensure they are familiar with office procedure and process as well as complete their training programs.
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Mentor the personnel working and provide them career advancement opportunities.
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Set objectives and goals for all personnel and set up for self too in discussion with your supervisor.
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Allocate work to the personnel based on the position for which they have been recruited.
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Provide induction training for new employees and complete all mandatory CBT for the role for which the candidate is selected.
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Support in the continuous training of self and personnel working in the office.
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Develop a second leadership to delegate in case of contingencies.
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Guide and monitor the performance of Resident representatives under their supervision.
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Conduct periodic meeting with personnel working in office to evaluate, review educate, motivate, and inform them of developments in organization.
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In coordination with HR department, conduct exit interview for departing employees.
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Approve vacation, holidays and time off of employees in line with company policy.
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Process and procedure:
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Ensure to implement and follow the process and procedure established by the organization.
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Make recommendations to change the process / procedure based on operational contingencies and justification.
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For day to operations, follow established procedure..
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In case of emergency, follow the established procedure for addressing and solving it.
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Based on actual situation, make recommendations for changes to the procedure – Red book, blue book, procedures, process flows, forms etc.
Reporting and budgeting:
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Coordinate, collect and provide details of day to day operations on the weekly report and monthly reports,
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Support in budgeting process.
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Responsible for cash flow, banking operations, branch finance statements with support from head office.
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Responsible to ensure that all service providers are paid within the contractually agreed time
Client management:
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Review with hospital the additional payment request for treatment and ensure that the client makes the payment or advise the client center accordingly.
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Monitor the inbox of the contact mail and reply to the Client within the time period set in the service levels expectation document.
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Respond to and ensure that the personnel in office respond to telephone calls within the time set in the service level expectation document.
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Ensure that we provide all details of hospital, country, and doctor to client and ensure that the client selects the one more comfortable to his liking. (dual role )
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Provide update to client center on progress of client treatment.
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In case of emergency call up the client’s nearest relative / friend and ensure that they are kept informed of the emergency situation including updates.
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Ensure that all the data pertaining to client management are captured in the software and the statistics provided to website administrator.
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Ensure that the privacy and integrity of data of the client is maintained.
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Be aware of commitments made by client center personnel to clients and ensure that commitments made are honored.
Facilities management
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Ensure that all facilities like IT, communication, travel support, accommodation, hospital stay, treatment of the patient sent by overseas offices are available to customer and delight him
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Ensure that the office is clean, well maintained and all facilities are functional.
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Ensure that there is redundancy in all activities especially activities related to the patients coming for treatment.
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Ensure that all facilities are optimally utilized.
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Review the service providers and their level of competency and recommend them for inclusion in our approved list.
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Discuss with hospitals and arrange for tie-up letters with them.
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Ensure that the patients are received and treated properly as per the blue book.
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Maintain harmonious relations in the office, with vendors, service providers and hospitals.
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Ensure that all personnel are adequately equipped to carry out their function and in case of inadequacies follow up with supervisor to obtain it.
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In coordination with IT head, ensure that the software are update and in compliance with local rules.
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In coordination with IT head, ensure that the hardware is kept clean and updated in line with company policies.
General office policies:
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Responsible to ensure that there is no discrimination or harassment of any person on account of gender, race, color, origin, education or background. We have a zero tolerance on any form of discrimination or harassment.
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Responsible to ensure that the office is a safe and secure place for the working of all personnel:
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Identify potential sources of security and safety (fire, water, burglary, ergonomics, working standards, privacy, information etc.) breach and in discussions with management plug the gaps.
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Ensure that all the statutory requirements of the local Government, provincial and federal Government are complied with.
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In coordination with the accounts department, ensure that the TDS of all personal are deducted and paid into the department designated account.
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Work together with HR and work out the final settlement due to personnel who quit their job.
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Marketing and coordination with Service providers:
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Identify and tie up with all the service providers and hospitals based on our agreement standards.
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Prepare presentations to hospitals, service providers to highlight our capabilities, plans, visions and expansion plans.
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Review agreements and recommend changes or acceptance to management for approval.
Qualifications for the position:
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Preferably a science graduate/ MBA with 2 or more years of experience in a multicultural background
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Experienced in service industry, hospital, or hospitality background
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Having managed a team is advantageous but not essential.
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Proficient with MS office applications
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Have basic knowledge in agreements, contracts and negotiations.
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Advantageous to have basic knowledge on marketing, book keeping, accounts, cash flow but not essential
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Experienced in development and review of process, procedure based on functional and operational requirement
Personal Qualities:
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Be a team player with good interpersonal skills.
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Excellent communication skills (both verbal and spoken) to interact with personnel at all levels
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Excellent written and verbal communication skills in English
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Organized and able to prioritize time based on situation.
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Problem solving skills, and out of box solutions (within the established policies and procedures)
Travel
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It is expected that you will have to travel 10% - 20 % of your time.
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It is likely that you may travel abroad, so expected to have a passport.
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