Key Responsibilities: Service

Customer (Patients & Families)

• Execute the Patient Experience Service Delivery Model for excellence across the assigned OPD/EHC/Lobby/IPD/Diagnostic area
• Ensure proper scheduling of the OPD/EHC/IPD/Diagnostic appointments
• Monitor and drive TAT of OPD/EHC/IPD/Diagnostic registration & billing & patient query management as per SLA.
• Manage the reschedule & cancellations of the appointments and ensure prompt information to the patient/ family via SMS /Email/ Call.
• Ensure proper counselling and directing the patient. Also ensure accuracy & promptness in patient query handling.

Operations

• Ensure that standards for handling patient visitors/patient attendants are being implemented during the routine and off hours.
•  Co-ordinate with consultants and other clinical team members for smooth coordination and delivery of all patient experience services
•  Do the bills & coordinate and create referrals as applicable.
•  Ensure proper checking of bills and payment collection.
• Review prescription or any other referred service advised post appointment, scan the prescription & upload in the patients account in SAP.
•  Ensure proper dispatch of reports complying with the TATs
•  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.

Growth                        

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

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.

Finance

• Collect all payments through - Cash / Card across all OPD/EHC/IPD/Diagnostic service locations in the hospital with proper report generation and ensure closure of the shifts accurately.
• Drive strict adherence to billing & cash handling policy. Ensure accurate cash deposition to the bank.
• Apply discount as per offers, camps etc.

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.

Innovation & Research

• 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