Query Management

Role & responsibilities

Query handling and case managementCoordinate with medical in charge of international marketing for query replies to HCFs and patientsCoordinate with customer care manager at the hospital to ensure seamless admission formalities . Guide and assist international patients, seeking treatment at HCG Hospitals, with information related to their travel, treatment plan, stay, cost and after careAdhere to the turn-around-times for replying to medical queries or visa letters from patients or Healthcare FacilitatorsJOB DESCRIPTIONFUNCTIONAL RESPONSIBILITIESCoordinate with HCFs and IPS team to arrange video calls of consultants with international patients to understand treatment plan, costing and prognosis of proposed treatment plan.Coordinate with the treating doctors or medical coordinator for International Patients Services for getting timely responses to the medical queriesCoordinate with Treating doctor / MSWs to follow up with the discharged patients to ensure treatment compliances as a part of the After-care program for international patientsLiaise with finance teams to ensure that the quotations given to international patients are as per the International Patient Services pricing policyMaintain in-system patient tracker on daily basis to track running bills, deposits, treatment plan and outstanding amount.Work with finance team at the units to inform about arrival intimations, quotes, logistic arrangements for the client and collectionsTo maintain turn-around-time & revert to medical queries within 24 hrs of receiving the queries or visa letters from patients or HCFsBUSINESS DEVELOPMENT RESPONSIBILITIESDevelop contacts with new sources of business (HCFs/ insurance companies, referral doctors) in potential countriesCoordinate with International marketing team to formalize contracts with potential healthcare facilitatorsArrange Familiarization tours for the HCFs and partners coming to the hospital

Preferred candidate profile