Scope of Work
1. Act as the first point of contact by warmly welcoming patients and their relatives, ensuring a courteous, professional, and supportive approach to create a positive first impression of the hospital.
2. Handle all incoming calls across outreach hospitals (Mumbai, Amravati, Gondiya) and respond to patient queries by understanding their concerns related to treatment, facilities, doctor expertise, timings, and hospital location.
3. Collect and maintain complete patient information including name, contact details, age, residential location, and purpose of inquiry, ensuring accurate data entry for future coordination.
4. Understand patient requirements and preferences for appointments, including suitable dates, time slots, and preferred consultants, ensuring proper alignment with hospital schedules.
5. Schedule and confirm patient appointments in the system/calendar and communicate confirmed details to patients, while also offering reminder services as per their convenience.
6. Make reminder calls for scheduled appointments before 12:00 noon for the next day and update the appointment tracking system accordingly to avoid no-shows.
7. Guide walk-in patients through the registration process, explain hospital procedures and expected waiting time, and direct them to the appropriate departments or service points.
8. Coordinate effectively with all departments including consultants, fellows, optometrists, counselling team, TPA desk, and IPD to ensure smooth patient flow and minimize delays in OPD processes.
9. Continuously monitor patient waiting time at regular intervals (every 15 minutes), identify delays or bottlenecks, and take proactive steps to resolve them for better patient experience.
10. Maintain proper documentation and records, including appointment registers, Excel trackers, system entries, and ensure timely preparation of daily, weekly, and monthly MIS reports.
11. Coordinate pre-operative processes by reviewing OT schedules in advance (2–4 days prior), contacting patients with necessary instructions, and arranging bed bookings as per requirement.
12. Handle premium or special cases efficiently by arranging conference calls with doctors, fellows, or insurance teams, and referring to past patient history for accurate guidance and query resolution.
13. Manage post-treatment follow-ups and feedback collection, record patient feedback in structured formats, identify improvement areas, and coordinate with departments for grievance resolution and closure.
14. Support outreach operations and assist OPD In-Charge/management, implement SOPs, supervise coordination systems across Mumbai, Amravati, and Gondiya units, and maintain professional conduct as the face of the organization.
Pay: ₹10,000.00 - ₹13,000.00 per month
Work Location: In person
