COSMO Supervisor

Job Purpose / Objective 

Supervise, organize and coordinate COSMO services, support all patient needs and requirements. Helps in settling patient problems and ensures complete patient satisfaction.

Key Responsibilities / Accountabilities  

• Coordinate with the COSMO Manager in all routine and necessary matters and take charge of all basic needs related to Patient care.
• Implement Patient Services Programs which includes patient’s complaints, suggestions, unusual situations, patient and staff surveys, special patient relations projects, other promotional activities and preparation of Quality Improvement Yearly Plan and Quarterly Report.
• Provide direct supervision to the team in the assigned area and replace or shift them as the case may be depending upon the circumstances & service needs.
• Receive and resolve complaints from the patients, escalate the problem to the COSMO Manager, if not settled.
• Attend all meetings related to the functioning of the COSMO department and frame necessary policies and guidelines to ensure smooth functioning of the department.
• Cover other clinics, in the absence of the respective supervisor, as and when the need arises/instructed/requested accordingly.
• Keep a strict vigil on the performance of team and update the management with an evaluation feedback.
• Arrange and manage the Doctor's schedules keeping in mind the patient's needs and HMG policy in coordination with Nursing (as and when necessary).
• Responsible for arranging clinic schedules.
• Ensure that appropriate charges are billed to the patient. Ensure that refund and/or cancellation of invoice is raised by Patient Service Coordinator by next day and sent to the Finance, duly signed by the COSMO Manager.
• Ensure that the formalities for the procedure like patient consent, insurance clearance, availability of reports, etc., are completed.
• Brief & train the new Patient Services Coordinator staff joining his clinic as per the requirements mentioned in the guideline.
• Monitor and control the Medical representatives and visitors to the Doctor's chamber and give first priority to the patients.
• Represents as the key contact point for all the departments, requiring any transaction with the Patient Services Coordinator of the respective clinic/unit.
• Sign all the cancelled invoices of the receptionist, which are a result of mistakes committed by the receptionist, like SPAN – CASH or vice versa, wrong procedure code, wrong insurance details, etc.
• Check and ensure proper placement and presence of the complete Patient Services Coordinator staff for the clinic and ensures that all receptionists practice a sensitive and caring attitude to the patients and their family at all times.
• Check all the daily reception needs related to the office supplies, forms, etc. and the reading material / brochures in the waiting area, and ensure that the same are available.
• Collect Patient suggestions, questionnaires, and forward to the concerned department for necessary actions.
• Interact on a continuous basis with other departments by directing activities toward problem resolution.
• Monitor and review employee productivity and performance, staff development, and program implementation for patient satisfaction, efficiency, effectiveness, work priorities, and compliance with laws, rules, regulations, and standards.
• Participate in, and lead person-centered care initiatives undertaken by HMG.
• Enrich patient experience with compassion, respect and dignity.
• Perform other applicable tasks and duties assigned within the realm of his knowledge, skills and abilities.

Education/ Professional Qualification

• Bachelor Degree preferably in Business Administration or related.

Experience

• At least four (4) years of experience in the same field. At least 2 years at senior level position.

Professional Licensing / Certification / Training

• Relevant Certificates.