- Relationship Management
- Knowledge of all processes related to patients
- Well aware about room charges, facilities and hospital specialties
- Should be aware of packages for internal marketing
Objective
To attend patients and patient related queries effectively, coordinating with various other departments simultaneously carrying out in-house marketing.
Key Responsibilities
1
Patient Related
- Taking charge of IP patients admission list
- Updation of discharge board on floors to keep staff aware and updated
- Taking rounds on floor and meeting patients
- Handing feedback forms to patient and their relatives at the time of discharge
- Accompanying doctor on rounds daily
- Informing the patient priorly about discharges
- Informally interacting with the patients to get their opinions and feedbacks
- Getting feedback about food served to patients on quality and taste
- Comforting the patient at all times
- Hand over list of OPD and physio details to patients consisting list of doctor and their relevant details area wise
- Distributing food passes to patients as and when required
- Making sure about patient meals by meeting them in person during post meal rounds
- Attending patients after duty hours if required
2
Coordination/ Record Keeping
- Informing the housekeeping team about vacant rooms for making arrangements and cleaning purposes
- Coordinate with operations team for maintenance issues like furniture, plumbing etc
- Coordinate with biomedical team for repairs of beds, patient bell
- Liaison between clinical and non-clinical departments
- Advance ambulance booking at the time of patient discharge
- Maintaining a checklist of the daily activities about room cleaning, housekeeping etc
- Updating relevant employees with daily functioning like ambulance hired, internal marketing etc regularly
3
Outstanding
- Clearance of outstanding amount from patient bills
- Resolving billing issues and queries of patients and billing department
- Thorough assurance of OT clearance prior operations taking place
- Acquiring outstanding amount from patients on the basis of records generated by billing team
- Sending the feedbacks collected to the quality department
4
Internal Marketing
- Recommending services to the in-house patients and their relatives
- Providing health care packages to patient relatives at a concessional rate
- Approaching patient relatives to mark Google ratings for feedback of services