IP Executive/ Guest Relations Executive

Job Description - Executive - Guest Relations

The Guest Relations Executive plays a vital role in enhancing the overall patient and visitor experience within a healthcare setting. This position acts as a liaison between patients, families, and healthcare professionals, ensuring that all guests receive exceptional care and service.

Patient and Visitor Relations

• Welcome and greet patients and visitors upon arrival.
• Provide comprehensive information about the facility, services, and procedures.
• Assist patients and visitors with navigation, wayfinding, and appointment scheduling.
• Address concerns, questions, and complaints with empathy and professionalism.
• Resolve issues promptly and effectively, ensuring patient satisfaction.
• Maintain a welcoming and supportive environment for all guests.
• Collaborate with healthcare professionals to address patient needs and concerns.

Communication and Coordination

• Communicate effectively with patients, families, staff, and other stakeholders.
• Maintain accurate records of patient interactions and concerns.
• Develop and implement strategies to enhance patient satisfaction.
• Provide feedback and recommendations to management regarding patient experiences.

Operational Support

• Assist with the development and implementation of patient experience programs.
• Maintain a clean, organized, and inviting environment for guests.
• Manage patient feedback systems and surveys.
• Participate in team meetings and professional development opportunities.

Key Competencies

• Empathy and Compassion: Understanding and responding to the needs and emotions of patients and visitors
• Service Orientation: Going above and beyond to provide exceptional service.
• Communication Skills: Clearly and effectively communicating with diverse individuals.
• Problem-solving Skills: Identifying and resolving issues in a timely and efficient manner.
• Teamwork and Collaboration: Working effectively with colleagues and other departments.

OPD - Coordinator

Job Description

Planning, managing patient flow in coordination with the OP manager and associated OPD staff and is responsible to provide financial estimates to all those who have been advised admission and is also responsible to ensure that all the patients are provided their desired category of bed at the time of admission, ensures proper bed planning for Hussle free admissions of patients.

OP Room Readiness

Check all the required amenities are present in the consultation room (Prescription pad, lab/radiology requisitions etc,. All the equipments are functioning properly.

Bed Booking

• Ensure that HIS Bed booking is done for all patients
• Download the Bed booking list for next day and plan beds as per the preferred bed category of patients
• Assign beds to planned patients a day prior to admission in coordination with IP team.
• Call the planned patients a day prior to admission and confirm their arrival next day. Also inform the hospital policies, confirm approval status from TPA/Insurance company in case of credit patients.

Counselling

• Understand the financial status of the patient and payment option and guide them accordingly.
• Brief the patient - available amenities based on bed category, hospital policies.
• Prepare Estimation based on the admission advised and treatment plan received by the patient.
• Maintain tracker of Counselled patients and those given estimation.
• Capture data with final bill amount for Discharge variance tracking.

Floor Coordination

• Check patient file for previous advices and reports, completeness of the file.
• If required reports not available, Coordinate with Lab/Radiology report dispatch desk to know the status.
• Have a eye on patients waiting for long time.
• Coordinate with visiting doctors, inform about patient visiting for consultation.
• Advice patient to take appointment for the follow-up date as advised by consultant.
• If admission is advised, guide the patient to meet financial counsellor and then IP department.
• Ensure all patients service delay is actively communicated and sorted at the time of waiting.

Weekly responsibilities

• Appointment report & cancelled/missed report with reasons.
• Prepare Monthly dashboard and send to reporting Head & Center Head

Key Relationships

• Floor Coordinator, Nurses, Consultants, OT coordinator, Billing Department, Report Dispatch, Lab, Radiology, Triage.

Executive - IP

They will be responsible for proper documentation, payment collection from patients and comply to documented billing policy.

• Daily Service posting in HIS, for services provided to IP ward patients. Ensure service postings are with correct name & quantity. Document the same in-service sheet.
• Check the Planned discharges list for next day, Complete the service posting in HIS. Ensure that the bill is finalized a day prior to discharge.
• Prepare Interim bill for the discharge patient, explain the bill components and take signature of patient/relative on bill.
• Collect payment / Guide patient to cashier for payment collection. Generate the final Bill and handover to the patient.
• Inform Manager- billing regarding process deviations in system (discharge billing, discounts, admission deposit, OT booking, OT clearance) with reasons
• Discuss patients with higher TAT for billing along with reasons
• Download cash scroll report at the end of the day, cross check the cash collected against cash scroll report. Submit the cash to cashier at the end of the shift
• Ensure discounts are approved and authorization by authorizing person as per policy. Document the same in TCS- HIS. Document the same in proper form.
• Document billing activities in proper forms and formats. Discounts to be documented in discount forms and get signed from respective authorized
• Initiate bill cancellation for the approved service, only after receiving authorization from authorizing person as per billing policy
• Initiate refund process for services that were cancelled/Wrongly billed.
• Generate Refund report for all refunds made to patient for radiology services/service cancellations.
• In case of service cancellation/refund, generate a credit note in HIS and capture the reason for refund.
• Comply to all forms, formats and SOP's as per the process requirement
• Collect the admission deposits, OT Clearance amount or daily deposits as per cash policy till the Pre-authorization is received, if the patient is credit patient.
• Ensure the patients deposits the outstanding amount before end of day. In case payment is not made, escalation matrix to be followed as per Outstanding policy
• Download interim bill report every morning and collect outstanding amount if the outstanding amount exceeds the limit mentioned in Billing policy.
• Responsible for any other additional responsibilities assigned by the Management from time to time.

Preferred candidate profile

Good Communication

Flexible for Rotational Shift