Grievance Manager

Job Summary:

The Grievance Manager is responsible for managing patient onboarding, hospital coordination, NBFC (non-banking financial company) financing processes, and resolving any patient-related queries or grievances. This role ensures a smooth and transparent experience for patients during admission, treatment, and discharge processes, while coordinating with internal teams and external finance/insurance partners.

Key Responsibilities:

Team Management

• Lead and manage the grievance handling team effectively.
• Ensure timely resolution of all patient-related issues and escalations.

Communication & Coordination

• Maintain strong communication with patients, relatives, hospitals, NBFCs, and insurance companies.
• Counsel patients and families regarding treatment plans, financing options, and documentation.

Patient & Hospital Onboarding

• Oversee onboarding of hospitals and patients onto internal systems.
• Ensure completion and verification of all required documents.

Admission & Eligibility

• Confirm patient admissions and validate required documentation.
• Conduct eligibility checks for financing and initiate communication with insurance companies and insurance companies / HR / Hospitals.

NBFC Finance Management

• Coordinate with NBFCs for patient financing.
• Handle loan counselling, loan application verification, disbursement, and reimbursement processes.
• Resolve NBFC-related queries and follow up for disbursements.

Billing & Documentation

• Manage eligibility queries, interim bill corrections, and collections.
• Verify interim bills and manage discharge processing with doctors.
• Handle DDP (Discharge Doctor Processing) queries.

PMO Coordination

• Manage PMO-related processes and queries.
• Ensure proper documentation and data tracking for PMO cases.

Requirements:

• Proven experience in hospital operations, patient services, or finance coordination.
• Strong communication, problem-solving, and leadership skills.
• Familiarity with NBFC and insurance processes is a must.
• Basic understanding of medical billing and documentation.

Qualifications

• Bachelor's degree or equivalent experience
• Microsoft Office (Outlook, Excel, Word, PowerPoint, etc.) Organized
• Strong leadership skills