Patient Experience Executive

Sir Hn Reliance Foundation Hospital; Mumbai; On-site; INR 400,000 - 600,000; Full time

Job summary

Sir Hn Reliance Foundation Hospital in Mumbai seeks a Patient Experience Duty Manager/Supervisor to deliver courteous, seamless service across OPD, IPD, and hospital touchpoints. You will manage registrations, admissions, billing, and insurance coordination, while guiding patients and families with empathy and clarity.

The role requires 1–6 years in hospital/healthcare, strong communication, and proficiency in MS Office and SAP/HIS. TPA/billing knowledge is a plus.

Qualifications

• Graduate in any discipline (hospitality/healthcare preferred).
• Postgraduate diploma in Hospital Administration or Customer Service preferred but not mandatory.

Responsibilities

• Execute the Patient Experience Service Delivery Model across assigned areas.
• Manage scheduling, rescheduling, and cancellations with timely communication.
• Ensure Turnaround Times for registration, billing, insurance processing, and queries.
• Provide counselling and navigation support to patients and families.
• Handle patient queries and grievances with promptness and empathy.
• Facilitate patient registration and check-in at OPD/IPD/EHC/Diagnostics/Lobby.
• Assist in IPD admissions/discharges coordinating with nursing, clinical, billing, housekeeping.
• Coordinate TPA/insurance: documents, pre-authorizations, approvals with billing.
• Coordinate with consultants to ensure timely service and minimal wait times.
• Generate and verify bills, process referrals, ensure financial transaction accuracy.
• Review prescriptions or referrals; scan and upload into SAP.
• Ensure timely dispatch of reports; inform patients per timelines.
• Confirm appointments and follow-ups through proper channels.
• Uphold patient rights, dignity, confidentiality; data privacy at all times.
• Maintain clear communication across departments; handover/shifts reports.
• Ensure signage and consultant nameplates displayed; undertake tasks by Head of Department.

Skills

Verbal and written communication

Interpersonal skills

multitask under pressure

Coordination

Attention to detail

Problem-solving

Team collaboration

Punctuality & grooming

Education

Graduate in any discipline

Postgraduate diploma in Hospital Administration or Customer Service

Tools

MS Office

SAP/HIS

Job description

Reporting To

Patient Experience Duty Manager / Patient Experience Supervisor

1. Job Purpose

To deliver a seamless, courteous, and efficient patient service experience across all hospital touchpoints including OPD, IPD, TPA, EHC, Diagnostics, and Lobby. The role involves supporting all operational and service-related aspects that impact patient satisfaction and care delivery.

2. Key Responsibilities

A. Service Excellence Patients & Families

• Execute the Patient Experience Service Delivery Model consistently across assigned areas to ensure high standards of service.
• Manage scheduling, rescheduling, and cancellation of appointments and admissions with timely and proactive communication via SMS, email, or calls.
• Ensure compliance with Turnaround Times (TATs) for patient registration, billing, insurance processing, and query resolution.
• Provide counselling and navigation support to patients and families throughout their visit or stay.
• Handle patient queries and grievances with promptness, empathy, and accuracy.

B. Operational Responsibilities

• Facilitate patient registration and check-in at OPD, IPD, EHC, Diagnostics, and Lobby service points.
• Assist in smooth IPD admissions and discharges, coordinating with nursing, clinical, billing, and housekeeping teams.
• Manage TPA/insurance coordination, including collection and verification of documents, pre-authorizations, approvals, and liaising with internal billing teams.
• Coordinate with consultants and clinical departments to ensure timely service delivery and minimal patient wait times.
• Generate and verify bills, process referrals, and ensure accuracy in financial transactions.
• Review prescriptions or referred services, scan and upload them into the hospital system (e.g., SAP).
• Ensure timely dispatch of reports, keeping the patient informed in line with established timelines.
• Confirm appointments and follow-ups through appropriate communication channels.
• Uphold patient rights, dignity, confidentiality, and ensure data privacy at all times.
• Maintain clear and respectful communication across departments for seamless service delivery.
• Submit detailed handover/shift reports for service continuity.
• Ensure correct signage and consultant nameplates are displayed at relevant chambers.
• Undertake additional responsibilities as assigned by the Head of Department.

3. Education & Experience

Educational Qualification:

• Graduate in any discipline (preferably in Hospitality, Healthcare Management, or related fields).
• Postgraduate diploma in Hospital Administration or Customer Service (preferred but not mandatory).

Experience:

• 1–6 years of experience in Hospital/Healthcare
• TPA/Billing experience is an added advantage

Preferred candidate profile

• Excellent verbal and written communication.
• Strong interpersonal and customer handling skills.
• Ability to handle pressure and multitask in a fast-paced environment.
• Working knowledge of MS Office and hospital software (e.g., SAP/HIS).
• Good coordination and problem-solving abilities.
• Attention to detail and accuracy in documentation.

5. Behavioural Competencies

• Empathy and compassion in patient interaction.
• Service orientation and commitment to quality.
• High level of personal integrity and confidentiality.
• Positive attitude and team collaboration.
• Punctuality, discipline, and professional grooming.
• Adaptability and willingness to learn.