Job Title: Patient Care Executive – Home Care Department, preferable from Aviation or hospitality sector

Department: Hospital @Home / Home Care

Location: Charni Road, Mumbai

Reporting To: Manager – Hospital @Home Services

Shift Timings: Rotational Shifts (Last shift ends at 10:00 PM)

Employment Type: Full-Time

Job Summary:

The Patient Care Executive will be responsible for executing and delivering a seamless patient experience for the Hospital @Home services. The role requires end-to-end coordination with patients, clinicians, and internal departments to ensure timely scheduling, communication, and service fulfillment. The incumbent will play a key role in representing the hospital’s brand and ensuring adherence to service excellence standards.

Qualifications & Experience:

• Full-time Graduate in any discipline (Healthcare, Hospitality, or Aviation preferred)
• Minimum 1 year of relevant experience in a customer-facing role, preferably from the hospitality or aviation sector
• Excellent verbal and written communication skills
• Proficient in MS Office and basic hospital management systems
• Willingness to work in rotational shifts including late evenings

Key Responsibilities:

1. Patient Experience & Service Coordination:

• Execute the Patient Experience Service Delivery Model to ensure high-quality service across all touchpoints
• Counsel patients and their families regarding service offerings, inclusions, exclusions, and answer all queries effectively
• Represent the hospital brand and uphold its mission, vision, and values in every interaction

2. Scheduling & Communication:

• Manage and monitor the scheduling of Hospital @Home appointments ensuring accuracy and timeliness
• Ensure prompt communication of any appointment changes, cancellations, or delays via SMS, email, or calls with documented reasons
• Provide accurate information and proper redirection to patients during service inquiries

3. Turnaround Time (TAT) & Escalation Management:

• Monitor and ensure adherence to defined TATs for registration, billing, query resolution, and other KPIs
• Maintain and update departmental dashboards and proactively flag delays or process deviations to the Manager
• Escalate unresolved or complex issues appropriately while ensuring patient satisfaction

4. Billing & Documentation:

• Verify bills and payment collection at the point of service; highlight discrepancies and share daily reports of incomplete transactions
• Ensure scanning and uploading of all relevant documents in the EMR/billing system for compliance and audit trail
• Maintain clear, complete, and accurate service records

5. Quality, Grooming & Protocol Adherence:

• Ensure grooming, telephonic communication, and etiquette standards are followed as per hospital policy
• Uphold protocols for handling patients and attendants/visitors with courtesy and professionalism
• Continuously strive to meet and exceed Net Promoter Score (NPS) and patient satisfaction benchmarks

6. Shift Operations & Coverage:

• Work across all three shifts to ensure 24/7 coverage and continuity of services for Hospital @Home clients
• Maintain seamless handovers and communication between shifts to support uninterrupted care delivery

Key Competencies:

• Service Orientation & Empathy
• Communication & Interpersonal Skills
• Attention to Detail & Time Management
• Problem-Solving and Escalation Handling
• Digital Literacy & Documentation Accuracy
• Professionalism and Brand Representation