Customer Care Executive

Zydus Hospitals; Ahmedabad District; On-site; INR 180,000 - 240,000; Full time

Job summary

Zydus Hospitals is seeking a proactive Front Desk / OPD executive to manage patient registrations, appointments, and billing at our Ahmedabad facility. You will greet patients, provide information, and coordinate with departments to ensure smooth OPD operations.

Responsibilities include assisting with admissions, billing, and discharge processes, maintaining registers, and guiding patients to labs or radiology as required. Strong communication and customer service are essential.

Qualifications

• Experience in hospital front office operations and patient handling.
• Strong communication and customer service abilities.
• Knowledge of OPD registration and billing processes.

Responsibilities

• Greet patients/relatives politely and provide basic information.
• Answer queries about appointments, charges, and doctor availability.
• Register patients and guide them to the concerned department.
• Coordinate OPD, admission, and billing processes with per department.
• Maintain OPD registers and ensure proper data entry in systems.
• Ensure correct and timely billing and minimize cancellations.
• Coordinate with labs, radiology, and wards for reports and investigations.
• Assist in health check-up coordination and patient guidance.
• Train new staff and support multi-skilling as required by the organization.

Skills

Customer service

Communication skills

Front desk operations

Telephone handling

Tools

HIS system

Billing software

Job description

Role & responsibilities :

Registration, OPD, Health checkup & Radiology

• 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.

Admission, IP Coordination, Discharge & Billing

• Receive patient’s 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 visitor’s and attendant’s 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 patient’s 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:
• A. Quality of Linen provided
• B. Cleanliness of room
• C. Cleanliness of Washroom
• D. Any maintenance related requirement
• E. Clearance of dishes, etc
• Record the discharge TAT regularly.
• Co-ordinate patients care including patient/family education on patient’s & family’s rights & responsibilities etc.
• Update admission & billing department about next day’s 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.