Customer Care Executive

Role & responsibilities

All tasks & work assigned by head of the department, but specifically:
Registration, OPD, Health checkup & Radiology

• Greet the patient/relatives/guest in polite manner.
• Provide basic & related information to visitors & patient.
• Answer queries and to provide information directly to the person or over telephone. For e.g. Doctors appointment, Consultation charges, Availability of the doctors, available diagnostics
• Understand status of a patient (a new patient or an old patient, already registered).
• To get the information about the nature of illness and guide them to the concerned department.
• Ensure registration process and guide patient / relative to the concerned doctor.
• Identify whether patient is through references from outside doctors.
• Record the details of referred doctor (name and address) in the computer.
• Ensure all relevant informations of registration form must be filled by patient/relative.
• Proper handover the OPD file.
• Generate the OPD billing for investigations and consultations.
• Ensure correct and accurate billing.
• Guide the patients to labs and radiology and/or concerned department.
• Ensure minimum cancellations and refund of billings.
• Look after the health check- up patients came from health check department.
• To coordinate with lab & radiology for diagnostic reports of the patients.
• Arrange the IP patients Radiology report dispatch to respective wards.
• Call patients from ward whose radio-diagnostic request has come.
• Confirm the entries of radiology investigation in the system.
• Look after OPD areas and cleanliness of the same.
• Coordinate efficiently in OPD.
• Prepare the daily OPD register and maintain the data for OPD.
• Maintain the admission data for and inform concern department about next day admissions.
• Provide information regarding various preventive medical health checkups.
• Guide the health check- up patients in concern areas.
• Coordinate with respective OPD CCAs where health check- up patient is moving.
• Prepare the file of health check- up patients once all investigations & reports are done.
• Coordinate with all the departments. You will be trained for multi skills as per the requirement of organization.
• Follow the Registration and policies as per hospital standards.
• Coordinate for Admission and Billing.
• Collect the feedback forms from OPD patients.
• Solve the problems or grievances informed by patients/relatives.
• Report to duty on time and should be flexible to adjust duties with others.
• Participate different projects and show enthusiasm.
• Participate in feedback calling activities.
• Train a new staff about departmental activities.
• Customer care executives/Sr. executives can be transferred internally (Front office, OPD, Admissions & Billing, Labs etc.) anywhere as and when required by the organization.

This Job description can be altered/modified based on organization’s need.Admission, IP Coordination, Discharge & Billing

• Receive patient’s admission slip given by the doctors.
• Give out the estimation of admission to the patients in coordination with doctors.
• Allot rooms as per patient's choice and availability in coordination with housekeeping and nursing staff on the floor.
• Admit the patient in HIS and complete the admission process. To put required remarks and notification in the system for smooth billing.
• Guide the patient to Billing counter for deposit payment.
• Check with TPA desk about patients pre authorization.
• Explain the patients’ rights and responsibilities, general guidelines, visiting hours etc. to the patient.
• Handover the patient visitor’s and attendant’s passes.
• Answer queries and to provide information directly to the person or over telephone. For e.g. availability of doctors, fixing up an appointment, handling inquiries etc.
• Deposit slip is raised by the Admission counter and to give instructions regarding payment.
• To confirm with the house- keeping and wards regarding the readiness of the room before sending the patient.
• Explain hospital regulations to patients, concerning visitors and visiting hours, ICU shifting policies, room upgradations, downgradations, room availability etc.
• To arrange patient escort to respective room after admission.
• To post the consultation and IP service entries from ward on daily basis. Especially in night time when patient’s discharge is planned.
• Audit the IP entries time to time especially discharge of the patient is planned.
• IP coordinator to meet & greet patient every day.
• Identify patient needs pro- actively and work on that.
• Discuss patient complaints with respective ward staff to prevent the same in future.
• Escalate the complaint to reporting supervisor.
• Coordinate for patients’ discharge with concerned departments.
• Provide, explain and collect feedback forms to patients.
• Check the availability of non-clinical staff required on each floor (i.e. House Keeping, and Attendants) While visiting the patient room, to check the following services in the room:

A. Quality of Linen providedB. Cleanliness of roomC. Cleanliness of WashroomD. Any maintenance related requirementE. Clearance of dishes, etc

• Record the discharge TAT regularly.
• Co-ordinate patients care including patient/family education on patient’s & family’s rights & responsibilities etc.
• Update admission & billing department about next day’s planned discharge.
• Enter the data & comments/suggestions of collected feedback forms in the feedback form analysis sheet.
• Provide the to the date billing to IP patients/relatives.
• Coordinate with concern departments (consultant, nursing, pharmacy etc.) for patients discharge.
• Provide the provisional & final IP bill to the patients.
• Discharge the patients from HIS & guide them for payment to billing department.

EPABX & Call Management

• To receive a calls from within & outside hospital.
• To provide the required information to callers.
• To transfer the calls to concern & appropriate department &/or person.
• To maintain the records of doctor’s availability and non -availability.
• Give appointments to patients.
• Give out correct information to callers, patients & relatives about any camp or marketing activities.
• Give out basic packages and room charges to callers.
• Call the patients for the action taken report on their feedback given during the discharge.

Pathology Laboratory

• To coordinate with OPD and IPD for patients report.
• To dispatch the reports of patients.
• To ensure the payment collection of OPD patient and investigation entry of IP patient.

Working conditions

• Continuous flow of visitors, patients and relatives
• Working in various shifts and areas inside and outside the hospital (as & when require

Grooming & Behavior:

• Associate must be in neat uniform while on duty. Shoes must be formal as per grooming policy.
• Female associate must tie hair. (pony tail). Male associate must decently comb hair.
• Nails must be cut and should not be long. Nail paint must not be of funky color.
• Associate must not wear heavy jewelry. Small, conservative & elegant earrings and rings are allowed.
• Associate must be polite & courteous with patients, relatives and staff.
• Associate must greet with Namaste to customers with an eye contact and listen to them properly.
• Associate must present sincerity, interest & willingness to help.
• Associate must show promptness and enthusiasm in his/her work.
• Associate must take an ownership of the customer and any complaints. He/She must resolve and revert back to customer with the feedback.
• Associate to train the new joinee employee and guide them as and when required.
• Associate must be open for operational and functional changes implemented by management.

Preferred candidate profile

Any Graduate, Ready to work in Rotation.

Perks and benefits