Counsellor

Aakash Health Care; New Delhi; Vor Ort; INR 400.000 - 550.000; Vollzeit

Zusammenfassung

Aakash Health Care in New Delhi is seeking a patient relations professional to counsel patients, coordinate care, and enhance the overall patient experience. The role requires clear communication, empathy, and the ability to navigate hospital processes effectively.

You will interact with doctors, nurses, billing and admissions teams to ensure smooth patient flow, timely responses to queries and adherence to privacy standards.

Qualifikationen

• Graduate in any discipline; preference for Psychology, Social Work, Hospital Administration.
• Fluency in Hindi and English; strong communication and interpersonal skills.
• 13 years of experience in patient counseling or hospital operations; freshers with strong skills may be considered.
• Proficiency in MS Office; familiarity with HIS is a plus.
• Presentable, proactive, service-oriented and able to work in a fast-paced hospital environment.

Aufgaben

• Counsel patients and attendants about hospital services, procedures and facilities.
• Coordinate with doctors, nursing, billing and admissions to ensure seamless patient care.
• Handle patient queries, complaints and feedback; ensure timely resolution.
• Maintain records of patient interactions and confidentiality.
• Support quality and patient experience initiatives and report as required.
• Assist with documentation and reporting in the department.

Kenntnisse

Communication skills

Counseling skills

Interpersonal skills

Hindi & English fluency

Coordination skills

MS Office

HIS experience

Ausbildung

Graduate in any discipline

Tools

MS Office

Hospital Information System (HIS)

Jobbeschreibung

Role & responsibilities

1. Patient Counseling and Guidance

• Counsel patients and their attendants regarding hospital services, procedures, and available facilities.
• Provide clear information about the patient care process, admission procedures, investigations, and discharge formalities.
• Guide patients to the appropriate departments and services as required.

2. Patient Coordination

• Coordinate with doctors, nursing staff, billing, admissions, diagnostics, and other hospital departments to facilitate seamless patient care.
• Assist patients in navigating hospital processes and minimize delays in service delivery.
• Support patients and attendants in understanding the next steps in their treatment journey, in coordination with the treating team.

3. Patient Experience and Satisfaction

• Proactively interact with patients and attendants to understand their needs and concerns.
• Ensure timely resolution of patient queries, complaints, and service-related issues.
• Conduct patient feedback activities and support initiatives to improve patient satisfaction.
• Maintain a courteous, empathetic, and professional approach at all times.

4. Complaint Management

• Receive and document patient grievances and elevate unresolved issues to the concerned department or reporting manager.
• Follow up on complaints to ensure timely closure and patient satisfaction.
• Maintain records of patient feedback, complaints, and corrective actions.

5. Documentation and Reporting

• Maintain accurate records of patient interactions, counseling, feedback, and complaints.
• Prepare daily or periodic reports as required by the department.
• Ensure confidentiality of patient information and compliance with hospital policies.

6. Quality and Compliance

• Adhere to hospital protocols, patient rights and responsibilities, infection control practices, and applicable quality standards.
• Maintain patient privacy, dignity, and confidentiality in all interactions.
• Support hospital quality improvement initiatives and patient experience programs.

Preferred candidate profile

• Graduate in any discipline; candidates with a background in Psychology, Social Work, Hospital Administration, Healthcare Management, or a related field will be preferred.
• 13 years of experience in patient counseling, patient relations, customer service, or hospital operations. Freshers with strong communication and interpersonal skills may also be considered.
• Excellent communication and counseling skills, with fluency in Hindi and English.
• Strong patient-handling skills with an empathetic, courteous, and patient-centric approach.
• Ability to handle patient queries, grievances, and escalations professionally.
• Good coordination and follow-up skills to ensure smooth patient flow and timely resolution of concerns.
• Proficiency in MS Office and basic computer applications; experience with hospital information systems (HIS) will be an advantage.
• Presentable, proactive, and service-oriented, with the ability to work effectively in a fast-paced hospital environment.
• Willingness to work in rotational shifts, if required.