Patient Relationship Officer – Hospital Services
5 days ago
Role: Patient Relationship Officer Hospital Services
Job Title: Patient Relationship Officer Hospital Services
Location: On-site at Partner Hospitals (Bangalore North)
Department: Customer Operations
Job Summary:
As a Patient Relationship Officer, you will be the face of our company, acting as a compassionate and knowledgeable guide for patients and their families. Your primary role is to ensure a seamless and stress-free experience related to insurance claims, billing, and financial counseling, all while upholding the highest standards of hospitality and customer service.
Key Responsibilities:
Patient Counseling: Proactively engage with patients and their attendants to explain pre- and post-hospitalization expenses, breaking down complex insurance policy terms into understandable information.
Documentation & Eligibility: Meticulously collect all necessary documents for insurance claims, verify patient eligibility with insurers, and ensure all paperwork is complete and accurate.
Claims Analysis & Coordination: Analyze the patient's insurance policy to accurately determine the claimable amount, co-payments, and any non-payable items. Coordinate effectively with the hospital's billing staff to facilitate smooth payment collection.
Claims Registration: Utilize our proprietary mobile and web-based applications to register pre-authorization requests, reimbursement claims, and post-hospitalization claims efficiently and without errors.
Stakeholder Management: Maintain impeccable professional grooming and build strong, positive relationships with all hospital stakeholders, including doctors, nurses, administration, and billing departments.
Customer Experience: Serve as the primary point of contact for patients regarding their financial and insurance-related queries, handling phone calls and in-person interactions with empathy and professionalism to deliver an exceptional customer experience.
Qualifications and Skills:
Educational Background: A Bachelors degree in Hotel Management (BHM), Hospitality Management, or a related field is mandatory.
Communication Skills: Exceptional verbal communication and interpersonal skills are a must. Fluency and proficiency in English are required. Knowledge of local languages will be an advantage.
Customer-Centric Mindset: A genuine intent to provide the best possible customer experience, with a patient and empathetic demeanor.
Professionalism: Strong sense of responsibility, personal grooming, and the ability to work effectively in a fast-paced, sensitive hospital environment.
Experience: 0-3 years of experience in a customer-facing role (hospitality, front office, guest relations) is preferred.
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