Associate - Patient Experience Management (8668)

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.

Handles all external & internal incoming calls across the hospital.

Telephonic appointments for consultants are taken.

Takes messages for staff & consultants.

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.

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.

Assists in the health check for corporate/non corporate.

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.

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.

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.