Customer Care Associate

• Greet the patient/relatives/guest in polite manner.
• Provide basic & related information to visitors & patient.
• Answer queries and to provide information directly to the person or over telephone. For e.g. Doctors appointment, Consultation charges, Availability of the doctors, available diagnostics
• Understand status of a patient (a new patient or an old patient, already registered).
• To get the information about the nature of illness and guide them to the concerned department.
• Ensure registration process and guide patient / relative to the concerned doctor.
• Identify whether patient is through references from outside doctors.
• Record the details of referred doctor (name and address) in the computer.
• Ensure all relevant informations of registration form must be filled by patient/relative.
• Proper handover the OPD file.
• Generate the OPD billing for investigations and consultations.
• Ensure correct and accurate billing.
• Guide the patients to labs and radiology and/or concerned department.
• Ensure minimum cancellations and refund of billings.
• Look after the health check- up patients came from health check department.
• To coordinate with lab & radiology for diagnostic reports of the patients.
• Arrange the IP patients Radiology report dispatch to respective wards.
• Call patients from ward whose radio-diagnostic request has come.
• Confirm the entries of radiology investigation in the system.
• Look after OPD areas and cleanliness of the same.
• Coordinate efficiently in OPD.
• Prepare the daily OPD register and maintain the data for OPD.
• Maintain the admission data for and inform concern department about next day admissions.
• Provide information regarding various preventive medical health checkups.
• Guide the health check- up patients in concern areas.
• Coordinate with respective OPD CCAs where health check- up patient is moving.
• Prepare the file of health check- up patients once all investigations & reports are done.
• Coordinate with all the departments. You will be trained for multi skills as per the requirement of organization.
• Follow the Registration and policies as per hospital standards.
• Coordinate for Admission and Billing.
• Collect the feedback forms from OPD patients.
• Solve the problems or grievances informed by patients/relatives.
• Report to duty on time and should be flexible to adjust duties with others.
• Participate different projects and show enthusiasm.
• Participate in feedback calling activities.
• Train a new staff about departmental activities.
• Customer care executives/Sr. executives can be transferred internally (Front office, OPD, Admissions & Billing, Labs etc.) anywhere as and when required by the organization.

• Receive patients admission slip given by the doctors.
• Give out the estimation of admission to the patients in coordination with doctors.
• Allot rooms as per patient's choice and availability in coordination with housekeeping and nursing staff on the floor.
• Admit the patient in HIS and complete the admission process. To put required remarks and notification in the system for smooth billing.
• Guide the patient to Billing counter for deposit payment.
• Check with TPA desk about patients pre authorization.
• Explain the patients rights and responsibilities, general guidelines, visiting hours etc. to the patient.
• Handover the patient visitors and attendants passes.
• Answer queries and to provide information directly to the person or over telephone. For e.g. availability of doctors, fixing up an appointment, handling inquiries etc.
• Deposit slip is raised by the Admission counter and to give instructions regarding payment.
• To confirm with the house- keeping and wards regarding the readiness of the room before sending the patient.
• Explain hospital regulations to patients, concerning visitors and visiting hours, ICU shifting policies, room upgradations, downgradations, room availability etc.
• To arrange patient escort to respective room after admission.
• To post the consultation and IP service entries from ward on daily basis. Especially in night time when patients discharge is planned.
• Audit the IP entries time to time especially discharge of the patient is planned.
• IP coordinator to meet & greet patient every day.
• Identify patient needs pro- actively and work on that.
• Discuss patient complaints with respective ward staff to prevent the same in future.
• Escalate the complaint to reporting supervisor.
• Coordinate for patients discharge with concerned departments.
• Provide, explain and collect feedback forms to patients.
• Check the availability of non-clinical staff required on each floor (i.e. House Keeping, and Attendants) While visiting the patient room, to check the following services in the room:

• Record the discharge TAT regularly.
• Co-ordinate patients care including patient/family education on patients & familys rights & responsibilities etc.
• Update admission & billing department about next days planned discharge.
• Enter the data & comments/suggestions of collected feedback forms in the feedback form analysis sheet.
• Provide the to the date billing to IP patients/relatives.
• Coordinate with concern departments (consultant, nursing, pharmacy etc.) for patients discharge.
• Provide the provisional & final IP bill to the patients.
• Discharge the patients from HIS & guide them for payment to billing department.

• To receive a calls from within & outside hospital.
• To provide the required information to callers.
• To transfer the calls to concern & appropriate department &/or person.
• To maintain the records of doctors availability and non -availability.
• Give appointments to patients.
• Give out correct information to callers, patients & relatives about any camp or marketing activities.
• Give out basic packages and room charges to callers.
• Call the patients for the action taken report on their feedback given during the discharge.

• To coordinate with OPD and IPD for patients report.
• To dispatch the reports of patients.
• To ensure the payment collection of OPD patient and investigation entry of IP patient.

• Continuous flow of visitors, patients and relatives
• Working in various shifts and areas inside and outside the hospital (as & when require

• Associate must be in neat uniform while on duty. Shoes must be formal as per grooming policy.
• Female associate must tie hair. (pony tail). Male associate must decently comb hair.
• Nails must be cut and should not be long. Nail paint must not be of funky color.
• Associate must not wear heavy jewelry. Small, conservative & elegant earrings and rings are allowed.
• Associate must be polite & courteous with patients, relatives and staff.
• Associate must greet with Namaste to customers with an eye contact and listen to them properly.
• Associate must present sincerity, interest & willingness to help.
• Associate must show promptness and enthusiasm in his/her work.
• Associate must take an ownership of the customer and any complaints. He/She must resolve and revert back to customer with the feedback.
• Associate to train the new joinee employee and guide them as and when required.
• Associate must be open for operational and functional changes implemented by management.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.