Customer Care Associate

Zydus Hospitals; Ahmedabad District; On-site; INR 250,000 - 450,000; Full time

Job summary

Zydus Hospitals in Ahmedabad requires a courteous front desk/OPD administrative executive to manage patient registration, appointments, and billing. The role involves guiding patients through the registration process, coordinating with doctors, departments and laboratories, and ensuring smooth patient flow and accurate records.

The incumbent will handle inquiries both in person and over the phone, assist with discharge billing and maintain OPD registers, while upholding hospital standards of

Responsibilities

• Register patients at OPD and coordinate with departments for admission and discharge.
• Greet patients, relatives and visitors in a polite manner and provide required information.
• Handle OPD registrations, billing and follow-up for investigations and consultations.
• Provide information over the telephone and in person about doctor availability, appointments and tests.
• Coordinate with labs, radiology and other departments for test reports and results.
• Assist in maintaining OPD registers, admission records and daily billing slips.

Job description

All tasks work assigned by head of the department, butspecifically:

• Registration, OPD, Health checkup Radiology
• Greet the patient/relatives/guest in politemanner.
• Provide basic related information tovisitors patient.
• Answer queries and to provide informationdirectly 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 oran old patient, already registered).
• To get the information about the nature ofillness and guide them to the concerned department.
• Ensure registration process and guide patient /relative to the concerned doctor.
• Identify whether patient is through referencesfrom outside doctors.
• Record the details of referred doctor (name andaddress) in the computer.
• Ensure all relevant informations of registrationform must be filled by patient/relative.
• Proper handover the OPD file.
• Generate the OPD billing for investigations andconsultations.
• Ensure correct and accurate billing.
• Guide the patients to labs and radiology and/orconcerned department.
• Ensure minimum cancellations and refund ofbillings.
• Look after the health check- up patients camefrom health check department.
• To coordinate with lab radiology daquiagnostic reports of the patients.
• Arrange the IP patients Radiology reportdispatch to respective wards.
• Call patients from ward whose radio-diagnosticrequest has come.
• Confirm the entries of radiology investigation inthe system.
• Look after OPD areas and cleanliness of the same.
• Coordinate efficiently in OPD.
• Prepare the daily OPD register and maintain thedata for OPD.
• Maintain the admission data for and informconcern department about next day admissions.
• Provide information regarding various preventivemedical health checkups.
• Guide the health check- up patients in concernareas.
• Coordinate with respective OPD CCAs where healthcheck- up patient is moving.
• Prepare the file of health check- up patients onceall investigations reports are done.
• Coordinate with all the departments. You will be trainedfor multi skills as per the requirement of organization.
• Follow the Registration and policies as perhospital standards.
• Coordinate for Admission and Billing.
• Collect the feedback forms from OPD patients.
• Solve the problems or grievances informed bypatients/relatives.
• Report to duty on time and should be flexible toadjust duties with others.
• Participate different projects and showinterest.
• Participate in feedback calling activities.
• Train a new staff about departmental activities.
• Customer care executives/Sr. executives can betransferred internally (Front office, OPD, Admissions Billing, Labs etc.)anywhere as and when required by the organization.
• This Job description can be altered/modified based on organizationsneed.

Admission, IP Coordination, Discharge Billing

• Receive patients admission slip given by thedoctors.
• Give out the estimation of admission to thepatients in coordination with doctors.
• Allot rooms as per patient's choice andavailability in coordination with housekeeping and nursing staff on the floor.
• Admit the patient in HIS and complete theadmission process. To put required remarks and notification in the system forsmooth billing.
• Guide the patient to Billing counter for depositpayment.
• Check with TPA desk about patients preauthorization.
• Explain the patients rights andtasks, general guidelines,visiting hours etc to the patient.
• Handover the patient visitors and attendantspasses.
• Answer queries and to provide informationdirectly to the person or over telephone. For e.g. availability of doctors, fixingup an appointment, handling inquiries etc.
• Deposit slip is raised by the Admission counterand to give instructions regarding payment.
• To confirm with the house- keeping and wardsregarding the readiness of the room before sending the patient.
• Explain hospital regulations to patients,concerning visitors and visiting hours, ICU shifting policies, roomupgradations, downgradations, room availability etc.
• To arrange patient escort to respective room after admission.
• To post the consultation and IP service entriesfrom ward on daily basis. Especially innight time when patients discharge is planned.
• Audit the IP entries time to time especiallydischarge of the patient is planned.
• IP coordinator to meet greet patient every day.
• Identify patient needs pro- actively and work onthat.
• Discuss patient complaints with respective wardstaff to prevent the same in future.
• Escalate the complaint to reporting supervisor.
• Coordinate for patients discharge with concerneddepartments.
• Provide, explain and collect feedback forms topatients.
• Check the availability of non-clinical staffrequired on each floor (i.e. House Keeping, and Attendants) While visiting the patient room, to check the following services in the room:
• Quality of Linen provided, Cleanliness of room, Cleanliness ofWashroom, Any maintenance related requirement, Clearance of dishes, etc
• Record the discharge TAT regulary.
• Co-ordinate patients care includingpatient/family education on patients familys rights assignments etc.
• Update admission billing department aboutnext days planned discharge.
• Enter the data comments/suggestions ofcollected feedback forms in the feedback form analysis sheet.
• Provide the to the date billing to IPpatients/relatives.
• Coordinate with concern departments (consultant,nursing, pharmacy etc.) for patients discharge.
• Provide the provisional final IP bill tothe patients.
• Discharge the patients from HIS guide themfor payment to billing department.

EPABXCall Management

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

PathologyLaboratory

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