Patient Experience Executive

5 days ago

Mumbai, Maharashtra, India Sir H.N. Reliance Foundation Hospital & Research Centre Full time

Key Responsibilities: Service

Customer (Patients & Families)

  • Execute the Patient Experience Service Delivery Model for excellence across the assigned OPD/EHC/Lobby/IPD/Diagnostic area
  • Ensure proper scheduling of the OPD/EHC/IPD/Diagnostic appointments
  • Monitor and drive TAT of OPD/EHC/IPD/Diagnostic registration & billing & patient query management as per SLA.
  • Manage the reschedule & cancellations of the appointments and ensure prompt information to the patient/ family via SMS /Email/ Call.
  • Ensure proper counselling and directing the patient. Also ensure accuracy & promptness in patient query handling.

Operations

  • Ensure that standards for handling patient visitors/patient attendants are being implemented during the routine and off hours.
  •  Co-ordinate with consultants and other clinical team members for smooth coordination and delivery of all patient experience services
  •  Do the bills & coordinate and create referrals as applicable.
  •  Ensure proper checking of bills and payment collection.
  • Review prescription or any other referred service advised post appointment, scan the prescription & upload in the patients account in SAP.
  •  Ensure proper dispatch of reports complying with the TATs
  •  Confirmation of appointment, via call/ SMS etc.
  •  Ensure the Patient Rights and Confidentiality is maintained by the team members
  •  Ensure inter-departmental co-ordination & communication with respect and professionalism
  •  Ensure Handover / Shift report on a daily basis.
  •  Ensure proper name plate assigned to consultant chambers.
  • Any other responsibilities as assigned by the HOD from time to time.

Growth

  • Maximize patient satisfaction through delivery of quality Patient Experience Services      
  • Participate in health programs and awareness/promotional  campaigns in the hospital.

Quality

  • Actively participate and be accountable for implementation of all quality programs to ensure continuous quality improvement in the department
  • Ensure adherence to internationally accepted standards of care, including but not limited to those recommended by JCI, NABH and other quality systems
  • Actively participate in infection control and prevention activities, campaigns, awareness sessions etc.

Finance

  • Collect all payments through - Cash / Card across all OPD/EHC/IPD/Diagnostic service locations in the hospital with proper report generation and ensure closure of the shifts accurately.
  • Drive strict adherence to billing & cash handling policy. Ensure accurate cash deposition to the bank.
  • Apply discount as per offers, camps etc.

People

  • Be available to cover colleague when they are sick / on leave (within the constraints of existing workload)
  • Be a part of committed teams at the departmental and organizational levels at all times.
  • Exhibit and demonstrate adherence to RFH Values and Behaviors at work at all times.

Innovation & Research

  • Give suggestions / feedback to further improvise services and growth of the department
  • Attend periodic trainings planned by the department and obtain the necessary scores in the post training assessments. Continuously strive for self-learning to further augment functional knowledge for service excellence

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