Patient Care Coordinator
2 months ago
**About Clove**
Clove Dental is the largest network of dental clinics in India. Since inception in
2011, we have been persistent in our tunnel vision and ardently strive to offer global
standards of dentistry in every neighbourhood across the subcontinent. Spread across
550+ clinics Clove manages an excess of 1 million + patients every month. In
addition, we have conducted about 15 lakh treatments in the last ten years. Clove
Dental is equipped with state-of-the-art equipment and technology, has recruited over
800 dentists and set the highest thresholds for hygiene, clinic safety, transparency,
ethics, and customer service. For instance, the Clove Dental Four-Step Protocol
guarantees that each instrument and surface that comes in contact with patients is
thoroughly sterilized prior to the next patient’s consult. Clove is deservedly at the
summit of India’s dental mountain being three times bigger than any dental player in
India. Apart from precision in operations, technology, investment and ethics, we have
laid crucial and indispensable emphasis on the following core values: trust, respect
and integrity.
**Job Role** - Patient Engagement Executive
**Qualification** - BDS
**Job Type** - Full time
**Location** - Hyderabad - Banjara Hills
**Roles & Responsibilities -**
1. Primary Point of contact:
a. To serve as the primary point of contact for all escalations via various channels,
b. To engage with patients to address their concerns and categorize them accordingly.
2. Categorisation of Escalations:
To categorise the escalations into
a. Incidents and complaints: Based on Severity
b. People, Process and Clinical: Based on Type
3. Register Complaints on PRM
To register complaints on PRM for the relevant clinic and zone and notify all pertinent
4. Tracker Management:
a. To maintain daily updates of the incident and complaint tracker to ensure accurate
records.
b. To Provide weekly updates on the status of each escalation to the senior.
5. Continuous Monitoring and Follow ups:
Coordinate with various teams like DHC, CH, ZCH, Clinic Operations, Finance,
Marketing, and BTL to ensure timely resolutions that enhance patient satisfaction.
6. Response to Patient Complaints:
To draft and send written responses wherever needed to follow up patient escalations as
per guidance of the senior.
7. Timely Escalation to Seniors:
To Promptly escalate unresolved & delayed issues to the senior to strategize resolution
and next steps.
8. Report Maintenance:
To prepare and submit weekly and monthly reports detailing the status of resolved and
unresolved cases, including reasons for delays, as directed by the senior.
9. Monitoring of Company ‘Patientcare’ Id:
To daily monitor the company Id to escalate issues to the appropriate stakeholders.
10. Support to Clinical Team:
To facilitate communication between the clinical team and patients, in cases of potential
concern patients or complaint patients.
11. Potential Concern Patients:
Assist clinical team in PCP cases.
12. Miscellaneous Tasks:
To perform any additional tasks related to Patient Care as required.
**Requirements -**
1. BDS Graduate
2. Good Communication skills
3. Ability to listen to patients and engage with them collaboratively
Schedule:
- Day shift
Work Location: In person
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