Patient Counselor – Job DescriptionJob Title
Patient Counselor
Department
Patient Care / Operations
Reporting To
Hospital Administrator / Operations Manager
Job Summary
The Patient Counselor is responsible for guiding patients through their treatment journey by providing information, counseling, financial guidance, appointment coordination, and follow-up support. The role focuses on enhancing patient satisfaction, improving treatment conversion, and ensuring a smooth patient experience.
Key ResponsibilitiesPatient Counseling
- Explain diagnosis, treatment plans, procedures, and benefits as advised by the doctor.
- Counsel patients and their attendants regarding treatment options and expected outcomes.
- Address patient concerns and resolve queries with empathy and professionalism.
Treatment Conversion
- Educate patients on recommended investigations, surgeries, and treatment procedures.
- Support patients in making informed treatment decisions.
- Track advised cases and follow up to improve treatment conversion rates.
Financial Counseling
- Explain treatment costs, package details, insurance coverage, and payment options.
- Coordinate with insurance and TPA teams when required.
- Assist patients with documentation related to insurance and reimbursement.
Appointment & Coordination
- Coordinate appointments, investigations, surgeries, and follow-up visits.
- Liaise with doctors, optometrists, nurses, and billing teams to ensure seamless patient care.
- Ensure patients receive timely reminders and instructions.
Follow-Up Management
- Conduct follow-up calls for pending investigations, surgeries, and review appointments.
- Maintain records of patient interactions and follow-up outcomes.
- Monitor conversion and follow-up reports.
Patient Experience
- Ensure a positive patient experience throughout the hospital visit.
- Handle patient grievances and escalate concerns appropriately.
- Collect patient feedback and support service improvement initiatives.
Qualifications
- Bachelor's Degree in Any Discipline (Healthcare-related qualification preferred).
- Additional certification in counseling or healthcare management is an advantage.
Experience
- 1–3 years of experience in healthcare counseling, patient relations, customer service, or hospital operations.
- Experience in an eye hospital or specialty healthcare setting is preferred.
Skills Required
- Excellent communication and interpersonal skills.
- Strong counseling and persuasion abilities.
- Customer-focused approach with empathy and patience.
- Good organizational and coordination skills.
- Proficiency in MS Office and Hospital Management Systems.
- Ability to work under pressure and meet conversion targets.
Key Performance Indicators (KPIs)
- Treatment Conversion Rate (%)
- Surgery Conversion Rate (%)
- Follow-Up Completion Rate (%)
- Patient Satisfaction Score
- Appointment Compliance Rate
- Revenue Generated from Converted Cases
Working Conditions
- Hospital-based role with direct patient interaction.
- May require weekend and holiday duties based on hospital schedules.
Pay: ₹12,163.78 - ₹35,605.99 per month
Benefits:
Work Location: In person
