Senior Associate - Customer Relations / Patient Relations
- Manipal Hospitals
- 5 - 9 years
- 6 months ago
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Job Description
Key Areas of Responsibility :
Assists patients with information and provides necessary services upon their arrival or departure from the hospital. Is responsible for end-to-end Patient Experience Services.
Main Job Tasks :
- Provide general information on services offered by the hospital.
- Directs guests, patients, relatives and vendors to the appropriate departments or staff.
- Responsible for collecting details of Patients as per the Forms provided and necessary Trakcare Order Entry, Cash & Billing and managing Insurance if any.
Is responsible for the Console :
- Handles all external & internal incoming calls across the hospital.
- Telephonic appointments for consultants are taken.
- Takes messages for staff & consultants.
Is responsible for Outpatients :
- Registers Patients / Customers.
- Screen patients and assign to the appropriate consultants.
- Accompanies/directs patients to various departments/nursing stations.
- Moves charge sheets to various departments.
- Ensures that bills are paid and medicines are collected.
Is responsible for Inpatients :
- Admissions from OPD & ER / Emergency Admissions.
- Getting the consent form signed by the inpatient relatives.
- Explaining about visiting hours, passes, admission kit, valuables, tariff sheets, phone activation, cafe, nurse stations, folders, wrist band, room familiarization, provides important phone numbers etc.
- Provides information on top up deposits to customers and follows up and ensures that deposits are collected.
- Visits patient rooms on a daily basis.
Heath Screens :
- Assists in the health check for corporate/non corporate.
Order Entry:
- Ensure all items mentioned on the charge sheet are charged to the patient.
- Ensure all items are billed from the correct departments.
- Any discrepancies are brought to the immediate attention of the Patient Experience Management Executive
- Coordinate with consultants to charge the correct consultant fee to the patient.
- Ensure that patients waiting time is reduced at the order entry counter.
Billing & Handling Cash:
- Ensure receipts are made for all payments received
- Ensure that patients waiting time is reduced at the cash counter.
- Insurance:
- Keep the patient updated on the status of their cashless facility.
- Ensure timely reply to all queries from the TPA in co-ordination with our consultants.
- Ensure collection of non-medical expenses or any such expenses which are not covered by the corporate or TPA before patient leaves premises.
- Ensure all original documents along with the bills are retained by us for claiming the same from respective TPA / Corporate.
Others :
- Compiles and monitors bed status reports.
- Reports any incidence that occurs at the facility to the immediate Manager and respective.
- Ensure visitors adhere to the companies visiting hours.
- Arranges for baggage handling and other services requested by patients and relatives.
- Assists patients with wheel chair or any other requirements.
- Arranges for incoming and outgoing courier / letters to be dispatched.
- Assists in camps, health check programs, CME's etc.
- Participates in educational programs and in-service meetings.
Note :This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. The employee is expected to learn & perform other duties necessary for the effective operation of the Hospital.
Required Candidate Profile:
- Hostel Facility will be provided to Female Candidates
- Graduate / Post Graduate (with minimum 2 years of relevant experience in Hospital, Clinics, Diagnostic Centre can apply) and with exceptional communication skills written and verbal [ Kannada + English + Hindi ]
- Preference would be given to local candidates / aspirants with Hospital / Clinics / Medical Center /Hotel / Aviation / Travel.
- Candidates / Aspirants ready to relocate to Mysore on their own can also apply.
- Aspirants are requested to E-mail resume in MS word format only along with photograph and with details on current fixed salary + incentives if any and expected salary.
- Please super scribe as "Application for the post of Senior Associate - Patient Care / Customer Care Relations at Manipal Hospital - Mysore" in Subject column when writing / sending / forwarding E-mail.
- Work Location - Mysore - Karnataka - India.
Note* You can also text WhatsApp message to 9886300*** if we do not respond to your call or email.
Note* Incumbent should be flexible to work for rotational and night shifts.
Job Classification
Industry: Medical Services / Hospital (Diagnostics)Functional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: Manipal HospitalsLocation(s): Mysore/ Mysuru
Keyskills: Customer Service Front Desk Operations Guest Service Guest Relations Patient Relations Customer Relations
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