Key Responsibilities1. Patient Admission & Orientation
- Welcome patients and attendants at the time of admission.
- Explain hospital policies, admission procedures, room facilities, visiting hours, and patient rights & responsibilities.
- Coordinate with Admission, Nursing, and Housekeeping for timely room allocation and readiness.
2. Patient Coordination
- Act as the primary point of contact for patients and their attendants during hospitalization.
- Coordinate with consultants, resident doctors, nursing staff, diagnostics, pharmacy, dietetics, and support departments.
- Ensure timely execution of investigations, procedures, surgeries, and referrals.
3. Communication & Counselling
- Provide regular updates to patients and relatives regarding treatment schedules and hospital processes.
- Counsel patients regarding hospital services and available support.
- Assist in resolving patient concerns promptly and professionally.
4. Patient Experience
- Conduct daily patient rounds to assess patient satisfaction.
- Record feedback and ensure timely resolution of complaints.
- Escalate unresolved issues to the concerned department and Operations Manager.
- Promote excellent patient experience throughout the hospital stay.
5. Discharge Coordination
- Coordinate discharge planning with doctors, nursing, pharmacy, billing, and medical records.
- Ensure timely preparation of discharge summaries.
- Facilitate smooth and timely discharge with minimal waiting time.
- Explain discharge instructions and follow-up appointments.
6. Billing & Insurance Coordination
- Coordinate with the Billing Department for interim and final bill clearance.
- Assist patients with insurance/TPA, government schemes, or corporate documentation whenever required.
- Ensure patients receive timely information regarding billing processes.
7. Documentation
- Maintain daily patient visit records.
- Document complaints, compliments, feedback, and actions taken.
- Prepare daily reports for management regarding patient concerns and resolutions.
8. Interdepartmental Coordination
- Coordinate with:
- Nursing Services
- Medical Consultants
- Resident Doctors
- Diagnostic Services
- Pharmacy
- Dietetics
- Housekeeping
- Maintenance
- Billing
- TPA/Insurance
- MRD
9. Complaint Handling
- Receive and document patient complaints.
- Ensure immediate corrective action through concerned departments.
- Follow up until closure and maintain complaint records.
- Escalate serious complaints to management without delay.
10. Quality & NABH Compliance
- Ensure compliance with NABH standards related to patient rights, communication, and patient satisfaction.
- Participate in quality initiatives and departmental audits.
- Maintain confidentiality of patient information.
11. Patient Education
- Educate patients regarding:
- Infection prevention practices
- Fall prevention
- Medication compliance
- Follow-up appointments
- Hospital safety practices
Required Qualifications
- Graduate in any discipline (Healthcare/Hospital Administration preferred)
- Excellent communication skills in Hindi and English
- Good interpersonal and counselling skills
- Basic computer knowledge (MS Office & Hospital Information System)
- Ability to handle patient grievances professionally
Pay: ₹12,000.00 - ₹25,000.00 per month
Work Location: In person
