Patient Care Executive

Job Title: Patient Care Executive – Home Care Department, preferable from Aviation or hospitality sector

Department:

Location:

Reporting To:

Shift Timings:

Employment Type:

Job Summary:

The Patient Care Executive will be responsible for executing and delivering a seamless patient experience for the Hospital @Home services. The role requires end-to-end coordination with patients, clinicians, and internal departments to ensure timely scheduling, communication, and service fulfillment. The incumbent will play a key role in representing the hospital’s brand and ensuring adherence to service excellence standards.

Qualifications & Experience:

• Full-time Graduate in any discipline (Healthcare, Hospitality, or Aviation preferred)
• Minimum 1 year of relevant experience in a customer-facing role, preferably from the

  hospitality or aviation sector

• Excellent verbal and written communication skills
• Proficient in MS Office and basic hospital management systems
• Willingness to work in rotational shifts including late evenings

Key Responsibilities:

1. Patient Experience & Service Coordination:

• Execute the

  Patient Experience Service Delivery Model

  to ensure high-quality service across all touchpoints
• Counsel patients and their families regarding

  service offerings

  , inclusions, exclusions, and answer all queries effectively
• Represent the hospital brand and uphold its

  mission, vision, and values

  in every interaction

2. Scheduling & Communication:

• Manage and monitor the

  scheduling of Hospital @Home appointments

  ensuring accuracy and timeliness
• Ensure

  prompt communication

  of any appointment changes, cancellations, or delays via SMS, email, or calls with documented reasons
• Provide accurate information and proper redirection to patients during service inquiries

3. Turnaround Time (TAT) & Escalation Management:

• Monitor and ensure adherence to defined

  TATs

  for registration, billing, query resolution, and other KPIs
• Maintain and update

  departmental dashboards

  and proactively flag delays or process deviations to the Manager
• Escalate unresolved or complex issues appropriately while ensuring patient satisfaction

4. Billing & Documentation:

• Verify

  bills and payment collection

  at the point of service; highlight discrepancies and share daily reports of incomplete transactions
• Ensure

  scanning and uploading

  of all relevant documents in the

  EMR/billing system

  for compliance and audit trail
• Maintain clear, complete, and accurate service records

5. Quality, Grooming & Protocol Adherence:

• Ensure grooming, telephonic communication, and etiquette standards are followed as per hospital policy
• Uphold protocols for

  handling patients and attendants/visitors

  with courtesy and professionalism
• Continuously strive to meet and exceed

  Net Promoter Score (NPS)

  and

  patient satisfaction

  benchmarks

6. Shift Operations & Coverage:

• Work across

  all three shifts

  to ensure

  24/7 coverage

  and continuity of services for Hospital @Home clients
• Maintain seamless handovers and communication between shifts to support uninterrupted care delivery

Key Competencies:

• Service Orientation & Empathy
• Communication & Interpersonal Skills
• Attention to Detail & Time Management
• Problem-Solving and Escalation Handling
• Digital Literacy & Documentation Accuracy
• Professionalism and Brand Representation