In Patient and Out Patient Coordinator

Role & responsibilities

At OP:

- Greet customers with warmth & politeness.

- Guide them to the area they are required to go.

- Attend to all guests promptly and courteously; coordinate services as per their requirements.

- Be aware of customers names, their appointment time and greet repeat customers with recognition and warmth.

- Help customers fill the registration forms and any related documents.

- Complete the Registration Process and generate UHID Cards for patients.

- Handle VIP customers with special attention; ensure all departments are alert and services are smooth.

- Ensure that customers are comfortable; keep track of them and in case of any changes to their schedule, update them at the earliest.

- While talking to customers, pay full attention, understand their specific queries and respond appropriately. If you are unable to resolve the query, seek assistance from a senior.

- Communicate updates of the patients to their relatives time to time.

- Coordinate patient movement into Consultant chambers; be alert and track waiting patients.

- Be aware of open slots for walk-in patients; schedule them as per availability.

- If consultant advises, accompany patients to referred departments for investigations.

- Ensure Billing is advised to charge for all diagnostic services and bills are updated accurately.

- Make bookings (reservations) for the beds if required; book appropriate bed type.

- Be aware of escalation matrix.

- Collect feedback from all customers.

Admissions :

- Receive admission request form from patient.

- Conduct the admission process smoothly, ensure all documents are duly filled and signed by patient/attendant; all fields are filled in the admission portal; appropriate Bed is blocked

- Collect deposit

- Escort patient to the floor and assigned room

- Nursing station and concerned consultant is informed about the admission

OP coordinator:

Ensure effective and efficient service interaction with customers, patients, colleagues.

- Handle general enquiries and requests, explain procedures when required; make new and follow-up appointments.

- MIS : Daily rounds Report, Daily discharge report - to be updated on time and accurately.

- Offer suggestions for service quality and process improvements, cost saving based on real time operational experience.

At admission: TAT of admission and room allocation - 15 min

- Coordinate daily admissions: ensure bed allocation and room readiness.

- Check room amenities to ensure room has items as per standard.

- Supervise completion of admission formalities, ensure customer is comfortable.

- Within 30 minutes of patient admission, to personally meet, introduce themselves, share contact numbers and conduct room orientation.

- For Emergency admission directly to LDR, patient attenders to be met by In-charge, introduce and advised regarding room, contact numbers and relevant information.

During stay:

- Take daily rounds; converse with customer, check for any assistance that can be provided.

- Attend to queries from patients, quickly inform the concerned dept and track till completion.

- Reconfirm with customer that requirement has been fulfilled satisfactorily.

IP CX I-C to be aware of all requests and complaints.

Guided by this escalation matrix

w within 15 min IP CX I-C to meet the customer.

w IP CX I-C will inform concerned dept and within next 15 min that dept must resolve issue.

w If not resolved, IP CX I-C will inform Ops Head who has 30 min to resolve it.

w If still not resolved, FD to be informed.

- Coordinates birth related activities - cake cutting, gifting, photo session.

- Coordinate Birth registration

- Coordinates allied services hearing test, lactation, physiotherapy.

- Coordinates IP patient shifting for tests -outside/in-house, assist with mobilization , arrangement of transport, arrangement of blood, coordination of outside test report collection.

At Discharge:

- Coordinates to ensure Discharge TAT- 1.5 hour for cash & 4 6 hours for insurance.

- On payment, ensure patient has all documents and expedite departure; room to be immediately turned around for next admission [ critical for cost management].

Preferred candidate profile

Strong functional knowledge. Good understanding of customer service skills

- Competence in:- computer skills , understands software.

- Eye for detail; meticulous; accurate and thorough in completion of tasks;

- Good Interpersonal Skills , team player; patient and helpful;

- Capable of communicating effectively and with empathy;

- Fluency in English and Regional language;

- Works well under pressure, maintains calm; seeks to resolve situations gracefully;

- Logical thinker, makes decisions smartly and quickly.

Perks and benefits

As per company standards