Patient Experience Executive

Job Purpose

Responsible for creating an unique experience, patients receives during the process of seeking & undergoing the hospital service/s across the OPD services

Key Responsibilities: Service

• Execute the Patient Experience Service Delivery Model for excellence across the assigned area
• Ensure proper scheduling of the appointments
• Monitor and drive TAT of registration & billing & patient query management as per SLA.
• Monitor cancelation and ensure prompt information convey to the patient/ family via SMS /Email/ Call with proper reasons.
• Ensure proper counselling and directing the patient. Also ensure accuracy & promptness in patient query handling.
• Ensure implementation of patient / client satisfaction matrix as defined in SOPs.
• Ensure a zero tolerance atmosphere for the guest and patients.
• Coordinate and create referrals.
• Review prescription or any other referred service advised post appointment.
• Ensure proper checking of bills and payment collection.
• Scanning of the documents in case it is manually done.
• Ensure that standards for handling patient visitors/patient attendants are being implemented
• Ensure proper dispatch of reports.
• Ensure all service standards / hospital policies are implemented and followed in visiting hours.
• Ensures strict adherence that all the procedures defined are implemented accurately which includes VIP Welcome standards & handling VIP guests
• Co-ordinate with consultants and other clinical team members for smooth coordination and delivery of all patient experience services
• 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

Key Responsibilities: Growth

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

Key Responsibilities: 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.

Key Responsibilities : Finance

• Monitoring all Cash / Card collections across all locations in the hospital with proper report generation and ensure closure of the shifts accurately.
• Drive strict adherence to cash handling policy. Ensure accurate cash deposition to the bank
• Ensure accurate billing for all patients
• Apply discount as per offers, camps etc.

Key Responsibilities : 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

Key Responsibilities : Innovation & Research

• Regular update of knowledge and skills by attending and presenting at conferences and CME or similar training programs
• Attend all the trainings organized by the department and the hospital
• 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

Experience & Educational Requirements

Necessary: Graduate with diploma in Hospital / Hospitality.

Desirable: Business Management degree

Necessary: 0-2 years' experience, preferably in hospital / hospitality sector. Knowledge of SAP & Cash Handling

 Desirable: Experience in hospital industry.