Walkin - Patient Exp Exec@HomeCare

Dear Candidate,We are arranging a Walkin Drive for Patient exeperience executive - Home care(On Roll) at below address and timeSir H N Reliance Foundation Hospital, Gate 7 Prarthana Samaj, Raja Ram Mohan Roy Rd, Girgaon, Mumbai, Maharashtra 400004 Date:31st July to 10th August, 2025Time: 3 PMDepartment: Hospital @Home / Home Care (Aviation/Hospitality)Location: Charni Road, MumbaiShift Timings: Rotational Shifts (Last shift ends at 10:00 PM)Employment Type: Full-TimeJob Summary:The Patient Care Executive will be responsible for executing and delivering a seamless patient experience for the Hospital @Home services. The role requires end-to-end coordination with patients, clinicians, and internal departments to ensure timely scheduling, communication, and service fulfillment. The incumbent will play a key role in representing the hospitals brand and ensuring adherence to service excellence standards.Qualifications & Experience:Full-time Graduate in any discipline (Healthcare, Hospitality, or Aviation preferred)Minimum 1 year of relevant experience in a customer-facing role, preferably from the hospitality or aviation sectorExcellent verbal and written communication skillsProficient in MS Office and basic hospital management systemsWillingness to work in rotational shifts including late eveningsKey Responsibilities:1. Patient Experience & Service Coordination:Execute the Patient Experience Service Delivery Model to ensure high-quality service across all touchpointsCounsel patients and their families regarding service offerings, inclusions, exclusions, and answer all queries effectivelyRepresent the hospital brand and uphold its mission, vision, and values in every interaction2. Scheduling & Communication:Manage and monitor the scheduling of Hospital @Home appointments ensuring accuracy and timelinessEnsure prompt communication of any appointment changes, cancellations, or delays via SMS, email, or calls with documented reasonsProvide accurate information and proper redirection to patients during service inquiries3. Turnaround Time (TAT) & Escalation Management:Monitor and ensure adherence to defined TATs for registration, billing, query resolution, and other KPIsMaintain and update departmental dashboards and proactively flag delays or process deviations to the ManagerEscalate unresolved or complex issues appropriately while ensuring patient satisfaction4. Billing & Documentation:Verify bills and payment collection at the point of service; highlight discrepancies and share daily reports of incomplete transactionsEnsure scanning and uploading of all relevant documents in the EMR/billing system for compliance and audit trailMaintain clear, complete, and accurate service records5. Quality, Grooming & Protocol Adherence:Ensure grooming, telephonic communication, and etiquette standards are followed as per hospital policyUphold protocols for handling patients and attendants/visitors with courtesy and professionalismContinuously strive to meet and exceed Net Promoter Score (NPS) and patient satisfaction benchmarks6. Shift Operations & Coverage:Work across all three shifts to ensure 24/7 coverage and continuity of services for Hospital @Home clientsMaintain seamless handovers and communication between shifts to support uninterrupted care deliveryKey Competencies:Service Orientation & EmpathyCommunication & Interpersonal SkillsAttention to Detail & Time ManagementProblem-Solving and Escalation HandlingDigital Literacy & Documentation AccuracyProfessionalism and Brand RepresentationPlease carry a copy of your resume along with last 3 payslips, last 2 experience letters and education certificates for the interviewPlease contact Diya at , email: Warm RegardsHR Team Reliance Foundation Hospital