Coordinator, Outpatient Services

Coordinator, Outpatient Services

Department: Outpatient Services department

Entity: Aga Khan University Hospital

Location: Pakistan, Karachi

Introduction:

The Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to their patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 Off-campus Hospitals, 30+ Medical Centres, and over 290+ Clinical Laboratories, 30+ Pharmacies in over 120+ cities across Pakistan. It also offers Home Healthcare Services and home deliveries of medicines. The Hospital provides Zakat for those patients who are eligible, and the health systems offers generous Patient Welfare to support those in financial need. In recognition of its high quality and patient safety, the AKUH is accredited by the Joint Commission International (JCI) as an Academic Medical Centre and its Clinical Laboratories are accredited by the College of American Pathologists (CAP) for fast and accurate testing.

As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopt appropriate standards for safeguarding and promoting a respectful relationship with and between diverse workforce of its faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders with whom it works, including children and vulnerable adults and expects all employees/trainees and partners to share this commitment.

Responsibilities:

You will be responsible to:

• coordinate and supervise various clinics-related functions, including patients' appointment booking, registration and cash collection system on daily-basis for smooth functioning of clinics in collaboration with nursing team
• monitor clinic staff performance and strive for improving their efficiency and competency by guiding them on the preferred way of handling customers
• coordinate with doctors to schedule their clinic timings, number of patients to be seen, number of rooms to be allocated, equipment and supplies required as well as maintain records of the same
• keep abreast of any policy changes in the organization which may affect clinics and communicate the same in a timely manner to the concerned staff
• ensure counter checking and signing of Daily Revenue Reports in accordance with Revenue Collection and Cashiering protocols
• contribute in achieving at least 90% positive indicator score in patients' satisfaction-related aspects by being polite, helpful, efficient with a focus on model
• handle patients' queries by taking periodic rounds to ensure smooth operations in assigned areas for keeping customers satisfied
• monitor staff roster and attendance for maximizing efficiency and minimizing staff overtime cost
• ensure that monitoring of the clinic performance of the assigned area through major KPIs like volume, revenue, length of stay, clinic start time and No Shows to meet the defined benchmarks and take corrective actions where necessary.

Requirements:

You should have:

• a Bachelor’s degree in Business Administration or relevant, preferably a Master’s degree in the same
• at least three years of related experience in service industry, preferably in healthcare organization of good repute
• competence in ensuring clinic operational efficiency
• excellent interpersonal skills, particularly communication skills
• ability to multi-task and effectively work in teams as well as independently
• excellent problem solving and troubleshooting skills
• proficiency in the use of computer applications, particularly MS Office package
• willingness to work in shifts on need-basis.

Comprehensive employment reference checks will be conducted.