Job Title: Patient Experience Executive (Candidates from Airline, Hotel industry sector will be considered and preferred)

Function: Patient Services

Reporting To: Patient Experience Duty Manager / Patient Experience Supervisor

Organization & Location: Sir H. N Reliance Foundation Hospital, Charni Road, Mumbai

Walk-in Details:

Address:

Sir H N Reliance Foundation Hospital, Gate 7;

Prarthana Samaj, Raja Ram Mohan Roy Rd, Girgaon, Mumbai, Maharashtra 400004

Date: 8th September 2025

Time: 3 PM onwards

Please carry a copy of your resume along with last 3 pay slips, last 2 experience letters and education certificates for the interview. Please contact Diya at +91 9372752907, email: diya.patil@rfhospital.org

Preference: Candidates currently in Airline and hotel industry will be considered

Education & Experience

• Educational Qualification:
• Graduate in any discipline (Hospitality, Travel & Tourism, or Healthcare preferred)
• Diploma in Aviation, Hospitality, or Customer Service (preferred)
• Experience:

1–6 years in customer-facing roles including below

• Airlines (ground staff, cabin crew)
• Hotels (front office, guest relations)
• Healthcare (patient services, hospital front desk)

1. Job Purpose

To deliver a seamless, courteous, and efficient patient service experience across all hospital touchpoints. The role involves supporting all operational and service-related aspects that impact patient satisfaction and care delivery. This role is ideal for candidates from airline (ground or cabin crew) or hospitality (hotel front office, guest relations) backgrounds who are well-groomed, fluent in English, and passionate about service excellence.

2. Key Responsibilities

A. Service Excellence – Patients & Families

• Execute the Patient Experience Service Delivery Model consistently across assigned areas to ensure high standards of service.
• Manage scheduling, rescheduling, and cancellation of appointments and admissions with timely and proactive communication via SMS, email, or calls.
• Ensure compliance with Turnaround Times (TATs) for patient registration, billing, insurance processing, and query resolution.
• Provide counselling and navigation support to patients and families throughout their visit or stay.
• Handle patient queries and grievances with promptness, empathy, and accuracy.

B. Operational Responsibilities

• Facilitate patient registration and check-in at OPD, IPD, EHC, Diagnostics, and Lobby service points.
• Assist in smooth IPD admissions and discharges, coordinating with nursing, clinical, billing, and housekeeping teams.
• Manage TPA/insurance coordination, including collection and verification of documents, pre-authorizations, approvals, and liaising with internal billing teams.
• Coordinate with consultants and clinical departments to ensure timely service delivery and minimal patient wait times.
• Generate and verify bills, process referrals, and ensure accuracy in financial transactions.
• Review prescriptions or referred services, scan and upload them into the hospital system (e.g., SAP).
• Ensure timely dispatch of reports, keeping the patient informed in line with established timelines.
• Confirm appointments and follow-ups through appropriate communication channels.
• Uphold patient rights, dignity, confidentiality, and ensure data privacy at all times.
• Maintain clear and respectful communication across departments for seamless service delivery.
• Submit detailed handover/shift reports for service continuity.
• Ensure correct signage and consultant nameplates are displayed at relevant chambers.
• Undertake additional responsibilities as assigned by the Head of Department.

3. Key Skills

• Fluent in English (spoken and written); multilingual skills are a plus
• Excellent interpersonal and customer handling skills
• Professional grooming and presentation
• Ability to multitask and remain calm under pressure
• Basic computer proficiency (MS Office, hospital software)

4. Behavioural Competencies

• Empathy and compassion
• Service orientation and attention to detail
• Integrity and confidentiality
• Positive attitude and team spirit
• Punctuality and discipline