Senior Officer Patient Care

Title

Senior Officer Patient Care 

Location

Thane

Job Summary

Patient Oriented

Inventory Oriented

Department Related

Job Profile

a. Patient oriented: 

• · Taking good care of patients
• · Handling patient queries
• · Assist patients with wheelchair facility
• · Help visitors with IP patient details during visiting hours/ at any time needed.
• · Appointment booking & scheduling
• · Providing appropriate information on all hospital facilities and services
• · Shall scan & upload in HIS, the consultation sheets, after every consultation & Follow up is done.
• · Taking care of cluster keys.
• · Being up-to-date with Doctors leave & the respective circulars.
• · Transferring & connecting all phone calls.
• · Providing hospital staff assistance with phone no's
• · Receiving written complaints of patients.
• · Shall handle OPD  related enquiries- Telephonic and personal
• · Shall give information on OPD
• · Shall give information on Health Check Packages
• · Shall give information on Diagnostic Services
• · Shall give information on OPD timings. 
• · Shall direct to the concerned department for the service
• · Shall help regarding where to collect the reports

b. Inventory oriented:

• · Daily check of inventory
• · Indenting of stock as per the requirement
• · Showing acknowledgement & transfer of stock
• · Showing consumption of used items
• · Keeping inventory up-to-date

c. Medication related: Not Applicable

d. Department related:

• · Maintenance of records and registers for the department
• · Keeping all necessary updates related to department
• · Preparing the monthly reports of the respective clusters
• · Checking OPD consultation rooms for cleanliness and stationary available.

Skills

a. Technical know how:  

• · Detailed knowledge about facilities and services
• · Basic knowledge about HIS

b. Alertness:   

• · Comfort level of the patient
• · Patient safety
• · Doctors available in the OPD
• · Expected time of doctors arrival

c. Interpersonal skills: 

• · Good communication with patients, doctors, front office & colleagues
• · Telephone etiquettes
• · Polite & courteous

d. Basic Emergency training: 

• · Requires training in patient safety & wheel chair   management
• · Requires training in fire safety
• · Requires training in first aid & BLS

e. Additional responsibilities if any – 

• · Answer all hospital specific queries politely and patiently with a smile and looking directly at the client.
• · Shall be able to give directions for facilities.
• · Shall provide the patient with information about free access, limited access & restricted areas of the hospital.
• · Shall provide the patient with information on available services along with tariff, formalities and timings.
• · Shall direct the patient in case of grievances to the Public Relations Officer (PRO) of the hospital.
• · For employment related inquiries, shall direct them to the HRD Dept. of the hospital after taking prior approval from the dept.
• · In case of personal/ Business Guests in the hospital, the concerned dept or employee shall be contacted and requested to escort the guest.
• · Medical representatives shall be permitted in the hospital only on the days which shall be approved as the Hospital Policy manual.
• · Maintain list of all the departments in the hospital along with the list of telephone numbers in the hospital.
• · Endeavour to enter all the records in the software
• · Ensure cleanliness and hygiene in reception, consulting and lobby area and supervise the ward boy / ayah / sweeper for the same.
• · To control the flow of patients into the respective departments.
• · Should a very clear idea of the type of concessions offered by the hospital and advise the patient accordingly.
• · Responsible for giving up-to-date information to the senior's o day to day activities and any other incidents in the department.
• · Responsible for maintaining and giving accurate MIS reports on time.

Experience

2 to 3 years and above

Qualification

Graduate in any stream

Reporting

Co-ordinator