Job Purpose
The Patient Counsellor serves as the primary point of guidance for patients and their families throughout their treatment journey. The role involves educating patients about recommended urological procedures, treatment plans, estimated costs, insurance processes (where applicable), pre-operative and post-operative care, while ensuring a smooth and positive patient experience that results in timely treatment decisions and high patient satisfaction.
Key Responsibilities
Patient Counselling
- Counsel patients and their attendants regarding the diagnosis, treatment options, surgical procedures, and expected outcomes as explained by the consultant.
- Explain treatment packages, cost estimates, room categories, and available payment options.
- Address patient concerns and resolve queries with empathy and professionalism.
- Build confidence and trust to facilitate informed treatment decisions.
Treatment Conversion
- Follow up with patients advised for surgery or procedures.
- Convert consultation cases into admissions by providing timely counselling and addressing concerns.
- Coordinate with doctors for clarification whenever required.
- Maintain a high consultation-to-surgery conversion ratio.
Admission Coordination
- Coordinate planned admissions with the reception, nursing, OT, and billing teams.
- Ensure all documentation required before admission is complete.
- Guide patients through the admission process.
Financial Counselling
- Explain estimates, packages, deposits, and billing policies.
- Coordinate with insurance/TPA or corporate desk for cashless approvals where applicable.
- Assist patients in understanding payment timelines and documentation requirements.
Patient Relationship Management
- Maintain regular communication with patients before and after surgery.
- Conduct pre-admission reminder calls.
- Follow up on postponed or cancelled surgeries.
- Ensure patients receive proper discharge guidance and follow-up appointments.
Coordination
- Liaise with consultants, nursing staff, OT team, laboratory, pharmacy, and billing departments.
- Ensure seamless communication between departments for patient care.
- Escalate patient grievances promptly.
Documentation & MIS
- Maintain counselling records and follow-up registers.
- Update CRM/Hospital Information System (HIS) accurately.
- Prepare daily, weekly, and monthly reports on:
- OPD counselling
- Surgery conversions
- Admissions
- Pending follow-ups
- Lost cases and reasons
- Revenue generated
Patient Experience
- Ensure excellent patient service throughout the treatment journey.
- Collect patient feedback.
- Resolve patient complaints professionally.
- Maintain confidentiality of patient information.
Key Performance Indicators (KPIs)
- OPD-to-surgery conversion rate
- Admission conversion percentage
- Monthly revenue generated through converted cases
- Patient satisfaction score
- Follow-up compliance
- Number of cancelled/postponed surgeries recovered
- Timely documentation and reporting
- Patient complaint resolution time
Pay: ₹30,000.00 - ₹35,000.00 per month
Benefits:
- Paid time off
- Provident Fund
Work Location: In person
