Financial Counsellor - Patient Experience

transparent financial guidance

Roles & Responsibilities:

Financial Counselling & Patient Advisory:

• Provide

  cost estimates

  for admissions, surgeries, investigations, and treatment packages to patients and families.
• Explain billing components clearly —

  consultation, room charges, procedures, consumables, investigations, and doctor fees.

• Counsel patients and attendants on

  insurance coverage, TPA approvals, and payment modes

  (cashless, corporate, or self-pay).
• Guide patients on

  advance payments

  , pre-authorization requirements, and refund processes.
• Maintain transparency in all financial communication and ensure patients are aware of potential additional costs.
  
• Coordinate with the billing, admissions, and TPA teams for

  timely pre-approvals and claim settlements

  .

Patient Experience & Support:

• Act as a

  single point of contact

  for all financial and service-related queries of inpatients and their families.
• Support patients during admission, transfer, and discharge to ensure a smooth process.
  
• Collect and act on

  patient feedback

  regarding financial clarity and service satisfaction.
• Escalate and resolve billing-related grievances promptly in coordination with the billing and finance teams.
  
• Educate patients and families on hospital policies, payment timelines, and discharge procedures.
  
• Ensure every interaction reflects empathy, clarity, and professionalism to maintain a positive hospital image.
  

Documentation & Coordination:

• Maintain accurate and updated records of cost discussions, approvals, and correspondence.
  
• Collaborate with doctors, nursing, and patient care teams to anticipate financial implications of treatment changes.
  
• Participate in

  quality audits, service recovery reviews

  , and feedback analysis meetings.
• Assist in creating periodic reports on patient experience and billing satisfaction metrics.
  

Skills Required:

• Excellent communication and interpersonal skills.
  
• Strong understanding of

  hospital billing systems, TPA/insurance processes, and costing structure.

• Patient-centric approach with empathy and transparency.
  
• Proficiency in MS Office, HIS, and billing software.
  
• Conflict resolution and problem-solving skills.
  
• Ability to handle stressful or emotional situations with composure.