hospital team (SOS) within a virtual healthcare environment.
Key responsibilities include:
- Providing counselling and guidance to patients throughout their treatment journey.
- Validating prescriptions, facilitating immediate or emergency admissions, and raising red
flags to relevant stakeholders.
- Coordinating admission confirmations and supporting a smooth recovery process.
- Delivering comprehensive patient support from pre-operative preparation to
post-discharge follow-up.
- Conducting structured follow-up calls to monitor patient progress and address concerns.
- Offering clinical guidance to the IS team for accurate case handling and query resolution.
Key Responsibilities:
1. Patient Coordination & Counselling
- Connect with patients virtually to assess clinical status and guide them through
treatment.
- Conduct pre-op, post-op, and post-discharge calls.
- Educate patients on medications, discharge instructions, and recovery.
- Coordinate with doctors or the hospital medical team to resolve any clinical concerns.
2. Admission & IPD Confirmation
- Verify and confirm admissions post confirmation from relevant stakeholders.
- Connect and document same-day OPD to IPD.
- Coordinate with Care Buddies and internal teams for approvals and follow-ups.
- Escalate high-risk or urgent cases to relevant stakeholders.
3. Prescription Validation & Compliance
- Review and validate prescriptions for accuracy and completeness.
- Ensure timely validation of prescriptions as per TAT.
- Report deviations or incomplete prescriptions promptly.
4. Post-Operative / Discharge & Follow-Up Management
- Conduct follow-up calls on Day 1, post-surgery/discharge.
- Monitor recovery, address concerns, and escalate clinical issues.
- Document patient interactions accurately in LSQ / Email as per requirement.
5. Communication & Collaboration
- Liaise with Team, Care Buddies, CST Team, FinOps and Hospital Teams (SOS) for
smooth patient experience.
- Ensure timely updates via email or system logs.
- Participate in huddles, review meetings, and feedback discussions for process
improvement.
Skills & Competencies:
- Strong clinical knowledge and patient-handling skills.
- Excellent communication, empathy, and counselling abilities.
- Good understanding of workflow processes.
- Proficiency in data entry, documentation, and relevant systems tools.
- Ability to prioritize patient cases efficiently.
Qualifications:
- B.Sc Nursing / GNM / BDS /.
- Minimum 1–3 years of experience in hospital operations, clinical coordination, patient
counselling, or telehealth services.
- Prior experience in healthcare process management is preferred.
Key Performance Indicators (KPIs):
- Timely completion of all validation and follow-up calls.
- Accuracy of documentation and tagging.
- Patient satisfaction and feedback scores.
- Adherence to SOPs and escalation timelines.
- Reduction in pending or delayed prescription validations.
