Executive - Customer Experience
- Rhea Healthcare
- 1 - 5 years
- Indore
- 4 days ago
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Job Description
Key Responsibilities:
At OP:
- Greet customers with warmth & politeness.
- Guide them to the area they are required to go.
- Attend to all guests promptly and courteously; coordinate services as per their requirements.
- Be aware of customers names, their appointment time and greet repeat customers with recognition and warmth.
- Help customers fill the registration forms and any related documents.
- Complete the Registration Process and generate UHID Cards for patients.
- Handle VIP customers with special attention; ensure all departments are alert and services are smooth.
- Ensure that customers are comfortable; keep track of them and in case of any changes to their schedule, update them at the earliest.
- While talking to customers, pay full attention, understand their specific queries and respond appropriately. If you are unable to resolve the query, seek assistance from a senior.
- Communicate updates of the patients to their relatives time to time.
- Coordinate patient movement into Consultant chambers; be alert and track waiting patients.
- Be aware of open slots for walk-in patients; schedule them as per availability.
- Make bookings (reservations) for the beds if required; book appropriate bed type.
Admissions:
- Receive admission request form from patient.
- Conduct the admission process smoothly, ensure all documents are duly filled and signed by patient/attendant; all fields are filled in the admission portal; appropriate Bed is blocked
- Collect deposit.
- Escort patient to the floor and assigned room.
- Nursing station and concerned consultant is informed about the admission
Administrative:
- Understand Hospital Information System for carrying out billing jobs. Prepare bills by entering all lab orders, medications, and services given to patients.
- Ensure day to day report of all the floors |areas reach the concerned authority without fail.
- Maintain Daily New Registration Tracker , OPD count, Daily Collection & Submission.
- Ensure general cleanliness of the floor.
- Ensure magazine stands, Value cards stand , pamphlets are fully stocked and displayed correctly.
- Ensure music is playing and OP area looks fresh and inviting.
- Communicate clearly between the clinical & administration teams to ensure smooth operations.
Fulfilling the Service Vision & Inter-department Coordination:
- Responsible for the implementation of the Service Vision ensures personalized care while delivering service.
- Engages well with Clinicians and colleagues, builds respect and rapport.
- Coordinates with support departments to ensure customers are comfortable and services are as per standard.
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Walk-insContact Details:
Company: Rhea HealthcareLocation(s): Indore+ View Contact
Keyskills: Customer Experience management opd operations administration collection admission process hospital information system
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