Walk-in 8 Sep: Patient Experience

Job Title: Patient Experience Executive (Candidates from Airline, Hotel industry sector will be considered and preferred) Function: Patient Services Reporting To: Patient Experience Duty Manager / Patient Experience SupervisorOrganization & Location: Sir H. N Reliance Foundation Hospital, Charni Road, MumbaiWalk-in Details: Address: Sir H N Reliance Foundation Hospital, Gate 7;Prarthana Samaj, Raja Ram Mohan Roy Rd, Girgaon, Mumbai, Maharashtra 400004Date: 8th September 2025Time: 3 PM onwardsPlease carry a copy of your resume along with last 3 pay slips, last 2 experience letters and education certificates for the interview. Please contact Diya at , email: Preference: Candidates currently in Airline and hotel industry will be consideredEducation & ExperienceEducational Qualification:Graduate in any discipline (Hospitality, Travel & Tourism, or Healthcare preferred)Diploma in Aviation, Hospitality, or Customer Service (preferred)Experience:16 years in customer-facing roles including belowAirlines (ground staff, cabin crew)Hotels (front office, guest relations)Healthcare (patient services, hospital front desk)1. Job PurposeTo deliver a seamless, courteous, and efficient patient service experience across all hospital touchpoints. The role involves supporting all operational and service-related aspects that impact patient satisfaction and care delivery. This role is ideal for candidates from airline (ground or cabin crew) or hospitality (hotel front office, guest relations) backgrounds who are well-groomed, fluent in English, and passionate about service excellence.2. Key ResponsibilitiesA. Service Excellence Patients & FamiliesExecute the Patient Experience Service Delivery Model consistently across assigned areas to ensure high standards of service.Manage scheduling, rescheduling, and cancellation of appointments and admissions with timely and proactive communication via SMS, email, or calls.Ensure compliance with Turnaround Times (TATs) for patient registration, billing, insurance processing, and query resolution.Provide counselling and navigation support to patients and families throughout their visit or stay.Handle patient queries and grievances with promptness, empathy, and accuracy.B. Operational ResponsibilitiesFacilitate patient registration and check-in at OPD, IPD, EHC, Diagnostics, and Lobby service points.Assist in smooth IPD admissions and discharges, coordinating with nursing, clinical, billing, and housekeeping teams.Manage TPA/insurance coordination, including collection and verification of documents, pre-authorizations, approvals, and liaising with internal billing teams.Coordinate with consultants and clinical departments to ensure timely service delivery and minimal patient wait times.Generate and verify bills, process referrals, and ensure accuracy in financial transactions.Review prescriptions or referred services, scan and upload them into the hospital system (e.g., SAP).Ensure timely dispatch of reports, keeping the patient informed in line with established timelines.Confirm appointments and follow-ups through appropriate communication channels.Uphold patient rights, dignity, confidentiality, and ensure data privacy at all times.Maintain clear and respectful communication across departments for seamless service delivery.Submit detailed handover/shift reports for service continuity.Ensure correct signage and consultant nameplates are displayed at relevant chambers.Undertake additional responsibilities as assigned by the Head of Department.3. Key SkillsFluent in English (spoken and written); multilingual skills are a plusExcellent interpersonal and customer handling skillsProfessional grooming and presentationAbility to multitask and remain calm under pressureBasic computer proficiency (MS Office, hospital software)4. Behavioural CompetenciesEmpathy and compassionService orientation and attention to detailIntegrity and confidentialityPositive attitude and team spiritPunctuality and discipline