Patient Relationship Manager

5 days ago

Navi Mumbai, Maharashtra, India Apollo AyurVAID Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Company Description

Apollo AyurVAID is a pioneer and leader in quality systems-driven Ayurveda medical care. The precision Ayurveda care at Apollo AyurVAID diagnoses and treats the root cause of mainstream diseases to achieve exceptional medical outcomes and sustained well-being. Apollo AyurVAID is accredited by all leading health insurance companies and CGHS, uniquely enabling 'cashless' Ayurveda medical care for patients. Through the 'hospital-in-hospital' model, Apollo AyurVAID integrates its inpatient Ayurveda facility within world-class Allopathy hospitals for co-managed medical care. The hospital boasts several accolades, including being the first from the Ayurveda industry to win a National Quality Award and NABH accreditation.

Role Summary

The Patient Relationship Manager (PRM) is the face of AyurVAID's patient engagement efforts, playing a key role in creating a welcoming and responsive experience for both consultation and treatment patients. This role blends operational discipline with a customer-first mindset and is accountable for patient satisfaction, accurate documentation, complaint resolution, and alignment to regulatory and institutional standards. The PRM is also expected to contribute to the center's financial and reputational outcomes through effective patient interactions and support activities.

Key Responsibilities

Financial Excellence

  • Monitor and optimize the Review Consultations: New Consultations Ratio to support revenue growth and patient retention.

Stakeholder Excellence

  • Ensure high patient satisfaction with reception experience
  • Improve patient perception of service efficiency

Operational / Clinical Excellence

  • Ensure 100% compliance with standards related to AAC/PAC, PRE, CQI, IMS, and applicable NABH/TCC chapters.
  • Maintain minimal non-compliances in Opportunity Management SOP audits.
  • Ensure high RT CSAT coverage for both OP (Outpatient) and IP (Inpatient) patients.
  • Diligently follow the complaints management system to turn issues into delight moments.
  • Promote patient advocacy:
  • Ensure timely and accurate completion of:PP1, AVT, IPT & OPT registers, admission/discharge slips, and other key documents.
  • Use VAIDos effectively for process documentation and patient management.

Team Excellence

  • Maintain a positive and cooperative attitude, reflected in peer feedback on contribution and impact.

Self-Development

  • Demonstrate initiative in learning through completion of structured training programs relevant to role and service quality.

Requirements

  • Graduate in any discipline; a diploma or certification in Hospital Administration, Customer Service, or Health Communication is an added advantage.
  • Prior experience in patient-facing roles within a healthcare or wellness setup.
  • Strong communication skills in English and local language(s); empathetic, courteous, and organized.
  • Exposure to NABH standards and patient service protocols is preferred.

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