Charles Eshan

• Oversee daily hospital operations, ensuring smooth departmental coordination, high patient satisfaction, and timely resolution of escalated issues.
• Manage inpatient services-overseeing admission, documentation, billing, and discharge workflows.
• Collaborate with finance teams to support revenue cycle management and achieve business targets.
• Drive cost optimization initiatives to enhance operational efficiency and resource utilization.
• Ensure accurate and timely documentation by consultants, RMOs, and nursing staff as per medical protocols.
• Enforce strict standards of hygiene, infection control, and housekeeping in line with healthcare regulations.
• Monitor service recovery mechanisms to reduce patient complaints and improve satisfaction index.
• Execute hospital-wide initiatives with structured follow-ups and cross-functional coordination.
• Ensure NABH, CGHS, TPA, and other regulatory compliances are continuously met.
• Oversee the upkeep, maintenance, and safety of hospital infrastructure and equipment.
• Coordinate with biomedical, engineering, and housekeeping teams for preventive maintenance and breakdown control.
• Ensure uninterrupted utility services (electricity, water, HVAC, etc.) critical to patient care.
• Monitor vendor performance and ensure service level agreements (SLAs) are met consistently.
• Supervise security arrangements, fire safety compliance, waste management, and emergency response readiness.
• Manage team scheduling, discipline, and coordination while mentoring staff to uphold institutional values and service quality.
• Collaborate with HR on recruitment and grievances, and oversee monthly vendor performance and compliance reviews.
• Ensure timely reporting, compliance tracker updates, audit-ready documentation, and active participation in performance review meetings.

Key Responsibilities

• Coordinated front-desk operations including patient registration, appointment scheduling, and record maintenance.
• Monitored housekeeping, security, sanitation, and biomedical waste disposal per healthcare norms.
• Liaised with doctors, nurses, lab staff, and pharmacy to ensure smooth interdepartmental operations.
• Handled procurement and inventory of medical consumables, stationery, and utility items.
• Maintained timely MIS reporting, daily footfall data, and expense tracking for the facility.
• Assisted in preparing duty rosters and ensured availability of support staff during working hours.
• Facilitated patient feedback mechanisms and grievance redressal to improve service quality.
• Ensured compliance with NABH/basic healthcare quality standards.

• Patient Relationship Management – Built strong rapport with walk-in and corporate clients, ensuring a positive service experience and patient satisfaction.
• Follow-up & Reminder Calls – Conducted follow-up calls for test reports, health packages, and sent reminders for sample collection or upcoming checkups.
• Handling Queries & Feedback – Resolved patient concerns related to tests, pricing, home collection, and coordinated timely redressal of complaints.
• Coordination with Lab & Front Desk Teams – Ensured seamless coordination between backend lab staff and patients for sample tracking, report delays, or retests.

• Patient Registration & Appointment Handling – Greeted patients, scheduled diagnostic tests, managed walk-ins, and ensured smooth registration with accurate data entry.
• Billing & Cash Collection – Generated bills for lab/radiology services, handled cash/card transactions, and coordinated with TPA/corporate billing if required.
• Coordination & Communication – Acted as a communication link between patients, lab technicians, radiologists, and doctors to ensure timely service delivery.
• Report Delivery & Front Desk Management – Ensured timely dispatch of reports (physical/email), maintained front office decorum, and addressed patient queries courteously.