Opd/ipd Billing

A Customer care executive’s overall responsibility for patient satisfaction, and to provide patient centric service.

The major role played by customer care is to coordinating with doctors and fixing appointments, attending the calls, cash collection according to the treatment advice

Detailed duties and responsibilities
- Greeting patients and customers of the Center in a courteous manner and provide any necessary instructions/directions. Informing staff of concerned department patient arrivals.
- Understanding the Hospital Management System we have in place and adhere to the best practices of our

Center in terms of maintaining, updating, and retrieving patient data in the System
- Obtaining and entering new patient demographics
- Reviewing all forms for accuracy and completion according to Center policies prior to accepting
- Other general responsibilities of a Receptionist at a Hospital
- Grooming standards of the centre to be followed
- Billing for the patients and closure of account on daily basis before leaving
- Escorting patients and attendants
- Collecting feedback forms from the patients and documenting the same. End of the month preparing and analyzing reports to manager (feedback and other reports)
- Maintaining the In & out appointment timings and end of the month preparing reports sending it to manager.
- Appointment booking and follow ups for OPD patients.
- Resechulding of the OPD appointments

Daily reports sending it to all concern department

Skills and specifications

1.Willingness to discover and develop meaningful patient relationship

2. Friendly, Polite and tactful attitude

3.Excellent communication and good presentation skills

4.Ability to cope up with multiple projects and deadlines

5.Ability to motivate and energize the fellow team members

6.Ability to tackle with diverse customers

7. Willing to build a long -term relationship with the customer

Key Result Areas
- Grooming and Proper appearance: Proper grooming with provided uniform usage of ID cards
- Deviations : Untidy uniform without proper grooming not wearing ID cards 5 times -1

Untidy uniform without proper grooming not wearing ID cards 4 times -2

Untidy uniform without proper grooming not wearing ID cards 3 times -3

Untidy uniform without proper grooming not wearing ID cards 2 times -2

Perfect grooming and proper appearance with ID cards -5
- Appointment coordination - Fixing the appointment according to doctors schedule and rescheduling appointments as and when needed

Deviations : Failing to fix and rescheduling appointments for more than 5 times - 1

Failing to fix and rescheduling appointments for more than 4 times - 2

Failing to fix and rescheduling appointments for more than 3 times - 3

Failing to fix and rescheduling appointments for more than 2 times - 4

Fixing Proper appointment without any Errors-5

OP Billing - Collecting payments before consulting the doctors and before procedure

Deviations : Failing to collect charges and wrong billing for more than 5 times - 1

Failing to collect charges and wrong billing for more than 4 times - 2

Failing to collect charges and wrong billing for more than 3 times - 3

Failing to collect charges and wrong billing for more than 2 times - 4

Collecting charges as per SOP’s without wrong billing -5

Documenting OPD and IP reports - Maintaining all the OPD and IP report and sending it to concern department by end of the day without any errors

Deviations : Failing to send the reports without any errors more than 5 times - 1

Failing to send the reports without any errors more than 4 times - 2

Failing to send the reports without any errors more than 3 times - 3

Failing to send the reports without any errors more than 2 times - 4

Proper reports without any errors and sending it in time-5

Collecting feed Back - Collecting feedbacks of all IP and OP patients documenting on daily basis sending in to concern department once in a month

Deviations : Failing to collect feedback forms from 80% patients in a month - 1

Failing to collect feedback forms from 60% patients in a month - 2

Failing to collect feedback forms from 40% patients in a month - 3

Failing to collect feedback forms from 20% patients in a month - 4

Failing to collect feedback forms from 10% patients in a month - 5

IP Billing - Collecting the payment before the procedure, cross checking about the materials used and issued before closing the bill and then giving the discharge clearance by coordination with nursing and pharmacy department.

Deviations : Failing to close the bill without cross checking about consumption also gave discharge clearance for more than 5 times in a month -1

Failing to close the bill without cross checking about consumption also gave discharge clearance for more than 4 times in a month -2

Failing to close the bill without cross checking about consumption also gave discharge clearance for more than 3 times in a month -3

Failing to close the bill without cross checking abo