Mega Walk In Drive - Patient Experience Executive Reliance Hospital
- Sir Hn Reliance
- 1 - 6 years
- Mumbai
- 5 months ago
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Job Description
Job Title: Patient Experience Executive
Department: Patient Experience OPD / IPD / TPA / EHC / Diagnostics / Lobby
Function: Patient Services
Reporting To: Patient Experience Duty Manager / Patient Experience Supervisor
1. Job Purpose
To deliver a seamless, courteous, and efficient patient service experience across all hospital touchpoints including OPD, IPD, TPA, EHC, Diagnostics, and Lobby. The role involves supporting all operational and service-related aspects that impact patient satisfaction and care delivery.
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. Education & Experience
- Educational Qualification:
- Graduate in any discipline (preferably in Hospitality, Healthcare Management, or related fields)
- Postgraduate diploma in Hospital Administration or Customer Service (preferred but not mandatory)
- Experience:
- 16 years of experience in customer-facing roles
- Experience in hospitals, healthcare, hospitality, or aviation sectors will be an added advantage
- Freshers with strong communication skills and service orientation may apply
4. Key Skills
- Excellent verbal and written communication
- Strong interpersonal and customer handling skills
- Ability to handle pressure and multitask in a fast-paced environment
- Working knowledge of MS Office and hospital software (e.g., SAP/HIS)
- Good coordination and problem-solving abilities
- Attention to detail and accuracy in documentation
5. Behavioural Competencies
- Empathy and compassion in patient interaction
- Service orientation and commitment to quality
- High level of personal integrity and confidentiality
- Positive attitude and team collaboration
- Punctuality, discipline, and professional grooming
- Adaptability and willingness to learn
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Food, Beverage & HospitalityRole Category: Front Office & Guest ServicesRole: Front Office ExecutiveEmployement Type: Walk-insContact Details:
Company: Sir Hn RelianceLocation(s): Mumbai
Keyskills: Patient Relations Front Desk Front Office Billing Presentable Guest Service Guest Relations Interpersonal Skills
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