patient care executive

Job Title: Patient Care Executive (PCE)

Position Overview:

The Patient Care Executive (PCE) is the face of the clinic, ensuring seamless clinic operations and an exceptional patient experience. They play a vital role in handling clinic administration, supporting doctors, maintaining clinic hygiene and device functionality, converting new leads to clinic visits, handling patient follow-ups, and managing patient grievances. The PCE also encourages positive online reputation by proactively requesting patient reviews and resolving complaints to enhance patient satisfaction.

Key Responsibilities:

1. Patient Adherence & Support

• Offer end-to-end support to patients during visits.
• Provide guidance and ensure proper medication as per doctor’s advice.
• Maintain cleanliness, proper seating, and a welcoming clinic atmosphere.
• Explain prescribed treatments and help patients understand their health plans.

2. Medical Product Sales & Slot Utilization

• Achieve clinic sales targets for prescribed medical products.
• Maintain clinic profitability and accurate product inventory.
• Maximize clinic capacity utilization and ensure all slots are booked.
• Follow up with existing patients to encourage return visits.
• Make timely calls to new leads received and ensure clinic visits by booking appointments in the system.

3. Administrative & Clinic Management

• Monitor & ensure clinic hygiene and cleanliness daily.
• Check that all clinic devices (e.g., BP machines, ECG devices) are properly maintained and in working order.
• Maintain accurate clinic records and file all patient paperwork.
• Handle front-desk administrative duties including registration, payments, inventory checks, and report preparation.
• Ensure all company protocols for clinic operations are followed.

4. Grievance Handling & Patient Satisfaction

• Listen carefully to patient queries and resolve complaints politely.
• Follow up with patients after visits to review progress and address any concerns.
• Escalate issues to the clinic head as per policy.
• Prioritize patient satisfaction at all touchpoints.

5. Online Reputation Management

• Encourage patients to leave positive Google reviews post-visit.
• Maintain a warm and supportive patient experience to improve clinic ratings.
• Respond to reviews professionally per company guidelines.
• Proactively follow up on any negative feedback to ensure issue resolution.

Key Performance Indicators (KPIs):

Patient Appointment Conversion Rate

• Percentage of new leads successfully booked into appointments.

Slot Utilization & Footfall

• % of available slots booked per month.
• Total number of patients attended per clinic per day/month.

Product Sales Target Achievement

• % achievement of monthly medical product sales target for the clinic.

Patient Satisfaction & Feedback

• Average Patient Satisfaction Score (via internal surveys or feedback forms).
• Positive reviews on Google Reviews (target number of reviews per month).
• Resolution rate of patient complaints within 24–48 hours.

Follow-Up Efficiency

• % of patients contacted for post-treatment follow-ups as per company SOPs.
• % of existing patients successfully retained for follow-up treatments.

Administrative Accuracy & Compliance

• Accuracy in daily reporting (patient visits, inventory status, sales).
• Adherence to company policies for clinic hygiene, device functionality checks, and administrative processes.

Inventory & Device Management

• Accuracy of stock management — 0% stock-out of key items.
• On-time maintenance and proper functionality of clinic devices.

Qualifications & Skills:

Education:

· B.Com, B.Pharma, B.Sc. Nursing, or Diploma in Hospitality/Healthcare.

Experience:

· Minimum 2 to 3 years of Experience in healthcare, pharmaceuticals, insurance, or service industries preferred.

Skills & Competencies:

· Proficiency in basic Excel and MS Office.

· Strong communication in Hindi and the local language.

· Problem-solving, multitasking, and grievance-handling skills.

· Proactive and disciplined with a caring attitude and pleasant personality.

· Quick learner with attention to detail and service mindset.

Reporting To

• Clinic Head

Compensation & Work Details

• Work Schedule: Friday to Wednesday, 10:00 AM – 7:00 PM
• Weekly Off: Thursday

Job Type: Full-time

Pay: ₹18,000.00 - ₹24,000.00 per month

Location:

• Jayanagar, Bengaluru, Karnataka (Required)

Work Location: In person