Grievance Manager

4 weeks ago

Vadodara, Gujarat, India Nucleon Health Full time

Job Summary:

The Grievance Manager is responsible for managing patient onboarding, hospital coordination, NBFC (non-banking financial company) financing processes, and resolving any patient-related queries or grievances. This role ensures a smooth and transparent experience for patients during admission, treatment, and discharge processes, while coordinating with internal teams and external finance/insurance partners.

Key Responsibilities:

Team Management

  • Lead and manage the grievance handling team effectively.
  • Ensure timely resolution of all patient-related issues and escalations.

Communication & Coordination

  • Maintain strong communication with patients, relatives, hospitals, NBFCs, and insurance companies.
  • Counsel patients and families regarding treatment plans, financing options, and documentation.

Patient & Hospital Onboarding

  • Oversee onboarding of hospitals and patients onto internal systems.
  • Ensure completion and verification of all required documents.

Admission & Eligibility

  • Confirm patient admissions and validate required documentation.
  • Conduct eligibility checks for financing and initiate communication with insurance companies and insurance companies / HR / Hospitals.

NBFC Finance Management

  • Coordinate with NBFCs for patient financing.
  • Handle loan counselling, loan application verification, disbursement, and reimbursement processes.
  • Resolve NBFC-related queries and follow up for disbursements.

Billing & Documentation

  • Manage eligibility queries, interim bill corrections, and collections.
  • Verify interim bills and manage discharge processing with doctors.
  • Handle DDP (Discharge Doctor Processing) queries.

PMO Coordination

  • Manage PMO-related processes and queries.
  • Ensure proper documentation and data tracking for PMO cases.

Requirements:

  • Proven experience in hospital operations, patient services, or finance coordination.
  • Strong communication, problem-solving, and leadership skills.
  • Familiarity with NBFC and insurance processes is a must.
  • Basic understanding of medical billing and documentation.

Qualifications

  • Bachelor's degree or equivalent experience
  • Microsoft Office (Outlook, Excel, Word, PowerPoint, etc.) Organized
  • Strong leadership skills

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