Senior Associate - Patient Experience Management

Key Areas of Responsibility :

Assists patients with information and provides necessary services upon their arrival or departure from the hospital. Is responsible for end-to-end Patient Experience Services.

Main Job Tasks :

• Provide general information on services offered by the hospital.
• Directs guests, patients, relatives and vendors to the appropriate departments or staff.
• Responsible for collecting details of Patients as per the Forms provided and necessary Trakcare Order Entry, Cash & Billing and managing Insurance if any.

Is responsible for the Console :

• Handles all external & internal incoming calls across the hospital.
• Telephonic appointments for consultants are taken.
• Takes messages for staff & consultants.

Is responsible for Outpatients :

• Registers Patients / Customers.
• Screen patients and assign to the appropriate consultants.
• Accompanies/directs patients to various departments/nursing stations.
• Moves charge sheets to various departments.
• Ensures that bills are paid and medicines are collected.

Is responsible for Inpatients :

• Admissions from OPD & ER / Emergency Admissions.
• Getting the consent form signed by the inpatient relatives.
• Explaining about visiting hours, passes, admission kit, valuables, tariff sheets, phone activation, cafe, nurse stations, folders, wrist band, room familiarization, provides important phone numbers etc.
• Provides information on top up deposits to customers and follows up and ensures that deposits are collected.
• Visits patient rooms on a daily basis.

Heath Screens :

• Assists in the health check for corporate/non corporate.

Order Entry:

• Ensure all items mentioned on the charge sheet are charged to the patient.
• Ensure all items are billed from the correct departments.
• Any discrepancies are brought to the immediate attention of the Patient Experience Management Executive
• Coordinate with consultants to charge the correct consultant fee to the patient.
• Ensure that patients waiting time is reduced at the order entry counter.

Billing & Handling Cash:

• Ensure receipts are made for all payments received
• Ensure that patients waiting time is reduced at the cash counter.
• Insurance:
• Keep the patient updated on the status of their cashless facility.
• Ensure timely reply to all queries from the TPA in co-ordination with our consultants.
• Ensure collection of non-medical expenses or any such expenses which are not covered by the corporate or TPA before patient leaves premises.
• Ensure all original documents along with the bills are retained by us for claiming the same from respective TPA / Corporate.

Others :

• Compiles and monitors bed status reports.
• Reports any incidence that occurs at the facility to the immediate Manager and respective.
• Ensure visitors adhere to the companies visiting hours.
• Arranges for baggage handling and other services requested by patients and relatives.
• Assists patients with wheel chair or any other requirements.
• Arranges for incoming and outgoing courier / letters to be dispatched.
• Assists in camps, health check programs, CME's etc.
• Participates in educational programs and in-service meetings.

Key Areas of Responsibility :

Assists patients with information and provides necessary services upon their arrival or departure from the hospital. Is responsible for end-to-end Patient Experience Services.

Main Job Tasks :

• Provide general information on services offered by the hospital.
• Directs guests, patients, relatives and vendors to the appropriate departments or staff.
• Responsible for collecting details of Patients as per the Forms provided and necessary Trakcare Order Entry, Cash & Billing and managing Insurance if any.

Is responsible for the Console :

• Handles all external & internal incoming calls across the hospital.
• Telephonic appointments for consultants are taken.
• Takes messages for staff & consultants.

Is responsible for Outpatients :

• Registers Patients / Customers.
• Screen patients and assign to the appropriate consultants.
• Accompanies/directs patients to various departments/nursing stations.
• Moves charge sheets to various departments.
• Ensures that bills are paid and medicines are collected.

Is responsible for Inpatients :

• Admissions from OPD & ER / Emergency Admissions.
• Getting the consent form signed by the inpatient relatives.
• Explaining about visiting hours, passes, admission kit, valuables, tariff sheets, phone activation, cafe, nurse stations, folders, wrist band, room familiarization, provides important phone numbers etc.
• Provides information on top up deposits to customers and follows up and ensures that deposits are collected.
• Visits patient rooms on a daily basis.

Heath Screens :

• Assists in the health check for corporate/non corporate.

Order Entry:

• Ensure all items mentioned on the charge sheet are charged to the patient.
• Ensure all items are billed from the correct departments.
• Any discrepancies are brought to the immediate attention of the Patient Experience Management Executive
• Coordinate with consultants to charge the correct consultant fee to the patient.
• Ensure that patients waiting time is reduced at the order entry counter.

Billing & Handling Cash:

• Ensure receipts are made for all payments received
• Ensure that patients waiting time is reduced at the cash counter.
• Insurance:
• Keep the patient updated on the status of their cashless facility.
• Ensure timely reply to all queries from the TPA in co-ordination with our consultants.
• Ensure collection of non-medical expenses or any such expenses which are not covered by the corporate or TPA before patient leaves premises.
• Ensure all original documents along with the bills are retained by us for claiming the same from respective TPA / Corporate.

Others :

• Compiles and monitors bed status reports.
• Reports any incidence that occurs at the facility to the immediate Manager and respective.
• Ensure visitors adhere to the companies visiting hours.
• Arranges for baggage handling and other services requested by patients and relatives.
• Assists patients with wheel chair or any other requirements.
• Arranges for incoming and outgoing courier / letters to be dispatched.
• Assists in camps, health check programs, CME's etc.
• Participates in educational programs and in-service meetings.