Role & responsibilities
Registration, OPD, Health checkup & Radiology
- Greet the patient/relatives/guest in polite manner.
- Provide basic & related information to visitors & patient.
- Answer queries and to provide information directly to the person or over telephone. For e.g. Doctors appointment, Consultation charges, Availability of the doctors, available diagnostics
- Understand status of a patient (a new patient or an old patient, already registered).
- To get the information about the nature of illness and guide them to the concerned department.
- Ensure registration process and guide patient / relative to the concerned doctor.
- Identify whether patient is through references from outside doctors.
- Record the details of referred doctor (name and address) in the computer.
- Ensure all relevant informations of registration form must be filled by patient/relative.
- Proper handover the OPD file.
- Generate the OPD billing for investigations and consultations.
- Ensure correct and accurate billing.
- Guide the patients to labs and radiology and/or concerned department.
- Ensure minimum cancellations and refund of billings.
- Look after the health check- up patients came from health check department.
- To coordinate with lab & radiology for diagnostic reports of the patients.
- Arrange the IP patients Radiology report dispatch to respective wards.
- Call patients from ward whose radio-diagnostic request has come.
- Confirm the entries of radiology investigation in the system.
- Look after OPD areas and cleanliness of the same.
- Coordinate efficiently in OPD.
- Prepare the daily OPD register and maintain the data for OPD.
- Maintain the admission data for and inform concern department about next day admissions.
- Provide information regarding various preventive medical health checkups.
- Guide the health check- up patients in concern areas.
- Coordinate with respective OPD CCAs where health check- up patient is moving.
- Prepare the file of health check- up patients once all investigations & reports are done.
- Coordinate with all the departments. You will be trained for multi skills as per the requirement of organization.
- Follow the Registration and policies as per hospital standards.
- Coordinate for Admission and Billing.
- Collect the feedback forms from OPD patients.
- Solve the problems or grievances informed by patients/relatives.
- Report to duty on time and should be flexible to adjust duties with others.
- Participate different projects and show enthusiasm.
- Participate in feedback calling activities.
- Train a new staff about departmental activities.
- Customer care executives/Sr. executives can be transferred internally (Front office, OPD, Admissions & Billing, Labs etc.) anywhere as and when required by the organization.
Admission, IP Coordination, Discharge & Billing
- Receive patient’s admission slip given by the doctors.
- Give out the estimation of admission to the patients in coordination with doctors.
- Allot rooms as per patient's choice and availability in coordination with housekeeping and nursing staff on the floor.
- Admit the patient in HIS and complete the admission process. To put required remarks and notification in the system for smooth billing.
- Guide the patient to Billing counter for deposit payment.
- Check with TPA desk about patients pre authorization.
- Explain the patients’ rights and responsibilities, general guidelines, visiting hours etc. to the patient.
- Handover the patient visitor’s and attendant’s passes.
- Answer queries and to provide information directly to the person or over telephone. For e.g. availability of doctors, fixing up an appointment, handling inquiries etc.
- Deposit slip is raised by the Admission counter and to give instructions regarding payment.
- To confirm with the house- keeping and wards regarding the readiness of the room before sending the patient.
- Explain hospital regulations to patients, concerning visitors and visiting hours, ICU shifting policies, room upgradations, downgradations, room availability etc.
- To arrange patient escort to respective room after admission.
- To post the consultation and IP service entries from ward on daily basis. Especially in night time when patient’s discharge is planned.
- Audit the IP entries time to time especially discharge of the patient is planned.
- IP coordinator to meet & greet patient every day.
- Identify patient needs pro- actively and work on that.
- Discuss patient complaints with respective ward staff to prevent the same in future.
- Escalate the complaint to reporting supervisor.
- Coordinate for patients’ discharge with concerned departments.
- Provide, explain and collect feedback forms to patients.
- Check the availability of non-clinical staff required on each floor (i.e. House Keeping, and Attendants) While visiting the patient room, to check the following services in the room:
A. Quality of Linen providedB. Cleanliness of roomC. Cleanliness of WashroomD. Any maintenance related requirementE. Clearance of dishes, etc
- Record the discharge TAT regularly.
- Co-ordinate patients care including patient/family education on patient’s & family’s rights & responsibilities etc.
- Update admission & billing department about next day’s planned discharge.
- Enter the data & comments/suggestions of collected feedback forms in the feedback form analysis sheet.
- Provide the to the date billing to IP patients/relatives.
- Coordinate with concern departments (consultant, nursing, pharmacy etc.) for patients discharge.
- Provide the provisional & final IP bill to the patients.
- Discharge the patients from HIS & guide them for payment to billing department.
EPABX & Call Management
- To receive a calls from within & outside hospital.
- To provide the required information to callers.
- To transfer the calls to concern & appropriate department &/or person.
- To maintain the records of doctor’s availability and non -availability.
- Give appointments to patients.
- Give out correct information to callers, patients & relatives about any camp or marketing activities.
- Give out basic packages and room charges to callers.
- Call the patients for the action taken report on their feedback given during the discharge.
Pathology Laboratory
- To coordinate with OPD and IPD for patients report.
- To dispatch the reports of patients.
- To ensure the payment collection of OPD patient and investigation entry of IP patient.
Working conditions
- Continuous flow of visitors, patients and relatives
- Working in various shifts and areas inside and outside the hospital (as & when require
Grooming & Behavior:
- Associate must be in neat uniform while on duty. Shoes must be formal as per grooming policy.
- Female associate must tie hair. (pony tail). Male associate must decently comb hair.
- Nails must be cut and should not be long. Nail paint must not be of funky color.
- Associate must not wear heavy jewelry. Small, conservative & elegant earrings and rings are allowed.
- Associate must be polite & courteous with patients, relatives and staff.
- Associate must greet with Namaste to customers with an eye contact and listen to them properly.
- Associate must present sincerity, interest & willingness to help.
- Associate must show promptness and enthusiasm in his/her work.
- Associate must take an ownership of the customer and any complaints. He/She must resolve and revert back to customer with the feedback.
- Associate to train the new joinee employee and guide them as and when required.
- Associate must be open for operational and functional changes implemented by management.
Preferred candidate profile
Any Graduate, Ready to work in Rotation.
Perks and benefits
