Executive - Customer Experience

Rhea Healthcare; Karnataka; On-site; INR 240,000 - 420,000; Full time

Job summary

Rhea Healthcare in Sarjapur is seeking a Guest Relations executive to ensure smooth hospital operations and superior patient experience. You will greet guests, guide registrations, coordinate services, and assist VIPs while liaising with clinical and administrative teams.

The role requires proactive communication, attention to detail, and the ability to manage multiple tasks in a fast-paced setting at our Karnataka facility.

Qualifications

• Attend to guests promptly and courteously
• Coordinate services as per requirements
• Guide guests in completing online forms and documents
• Handle VIP customers with special attention
• Coordinate patient movement to consultant chambers
• Stay updated on available slots for walk-ins and schedule appointments

Responsibilities

• Attend to all guests promptly and courteously, and coordinate services as per their requirements.
• Guide guests in completing online registration forms and other related documents.
• Handle VIP customers with special attention and ensure that all departments are informed and services are delivered smoothly.
• Be attentive to guest requirements, understand their needs, and respond appropriately.
• Coordinate patient movement to consultant chambers and remain alert to patients waiting for consultation.
• Stay updated on available slots for walk-in patients and schedule appointments based on availability.
• Ensure that the Billing team is informed of all diagnostic services provided and that bills are updated accurately.
• Make bed reservations, wherever required, and ensure that the appropriate bed type is booked.
• Encourage guests to share their experience and educate them about feedback channels and app usage.
• Ensure discounts are provided only with the required approval.
• Complete daily cash reconciliation and ensure that refunds are closed daily.
• Understand and use the Hospital Information System (HIS) for billing activities.
• Ensure all services availed by patients are billed accurately.
• Maintain daily reports and trackers for OPD counts and collections.
• Maintain magazines, Value Card stands, and pamphlets stock and display.
• Maintain clear communication between clinical and administrative teams.
• Fulfilling the Service Vision & Inter-department Coordination
• Engage with clinicians and colleagues ensuring mutual respect and decorum.
• Coordinate with support departments to ensure comfort and service quality.
• Attend in-service programs and stay updated with protocols.

Job description

Role & responsibilities:

• Attend to all guests promptly and courteously, and coordinate services as per their requirements.
• Guide guests in completing online registration forms and other related documents.
• Handle VIP customers with special attention and ensure that all departments are informed and services are delivered smoothly.
• Be attentive to guest requirements, understand their needs, and respond appropriately. Seek assistance from a senior whenever required.
• Coordinate patient movement to consultant chambers and remain alert to patients waiting for consultation.
• Stay updated on available slots for walk-in patients and schedule appointments based on availability.
• Ensure that the Billing team is informed of all diagnostic services provided and that bills are updated accurately.
• Make bed reservations, wherever required, and ensure that the appropriate bed type is booked.
• Encourage guests to share their experience through Google Reviews and educate them about the internal feedback link shared via WhatsApp.
• Educate guests about the redemption of Loyalty Points, MH One, and the Mobile App download process.
• Ensure discounts are provided only with the required approval.
• Complete daily cash reconciliation and ensure that all refunds are closed on a daily basis.
• Understand and effectively use the Hospital Information System (HIS) for carrying out billing-related activities.
• Ensure that all services availed by patients are billed accurately.
• Ensure that daily reports for all areas are updated and shared with the OPC and CXM.
• Maintain the Daily New Registration Tracker, Walk-in and Appointment Cancellation Tracker, OPD count, and Daily Collection & Submission records on a real-time basis, as per the defined standards.
• Ensure that magazine stands, Value Card stands, and pamphlets are adequately stocked and displayed appropriately.
• Maintain clear communication between the clinical and administrative teams to ensure smooth operations.
• Maintain transparency in all activities and execution.
• Fulfilling the Service Vision & Inter-department Coordination
• Ensure that the CXE is well-groomed as per the defined standards and maintains discipline and decorum.
• Be responsible for adhering to the Service Vision.
• Engage effectively with clinicians and colleagues and build mutual respect and rapport.
• Coordinate with support departments to ensure that customers are comfortable and services are delivered as per the defined standards.
• Attend in-service programs and training sessions to enhance knowledge and skills.
• Stay up to date with the latest protocols, processes, and practices.

Location: Sarjapur