Roles & Responsibilities

(Defines the prime focus areas of the job)

Patient Care Management

·      Receive patients with warmth and provide a comfortable atmosphere for assessment and treatment.

·      Provide info related to services and tariff to the patients.

·      Orients and educates patients and their families by explaining the care plans and other information relating to the treatments.

·      Pre and post-counseling for the patients undergoing the treatment plans if required.

·      Address and resolve patient complaints and concerns promptly and effectively.

·      Understand and action accurate data entry on a daily basis

Handling Appointments

·      Understand the CRM platform

·      Comprehend detailed nuances around therapist availability and accordingly block appointments

·      Maintain data related to financial transactions, patient flow, and individual patient visits.

·      Track patient's journey from lead status to discharge and follow-ups

Patient Experience Enhancement

·      Respect patients by recognizing their rights; and maintaining confidentiality.

·      Collect patient testimonials and feedback as per organizational policy.

·      Monitor and evaluate patient care metrics, identifying areas for improvement.

·      TAT of 30 mins to be adhered for all the calls received

Coordination and Collaboration

·      Responsible to follow up on the assessment report till it gets delivered to the patient

·      Work closely with the sales team to promote patient care initiatives and success rate

·      Increase in conversion ratio will be reviewed in constant interval

Quality Improvement

Monitor delivery of care by documenting; identifying progress toward desired care outcomes; intervening to overcome deviations in the expected plan of care; and reviewing the care plan.