Patient Counselor in a hospital setting are crucial for managing patient finances and ensuring a smooth billing process. Their main goal is to help patients understand and manage the financial aspects of their care, from admission to discharge. The focus should be on counseling the patient for admission with newer advancements (like insurance or loans). Here are some key responsibility areas for a cash counselor:
- Single point of contact for patient attendants during admission process and whole sole responsible for patient counseling and admission.
- Ensure admission of all walk–in and referred cash and insurance patients and their wellbeing. They are responsible for OPD to IPD conversion of patients.
- Verification of walk in or referred patients through consent form and patient previous documents.
- Knowledge of rate list of the hospital of respective vertical ,Clearly explain surgical packages or conservative medical management options, including inclusions and exclusions in package. During the counseling process they must concentrate on up selling of package
- Discuss and negotiate payment plans with patients .For surgical cases , its mandatory to take 50% advance payment and Implant cost at the time of admission and rest at the time of discharge or earlier . For medical management cases, Payment should be on daily basis.
- Continuously monitor the patient's bill to track charges and stay in touch with consultant for any unplanned event during admission. There should not be any unexpected confusion and issues at the time of discharge.
- Keep patients and their families informed of their current estimated bill throughout their stay. This includes notifying them of any changes to the initial cost estimate due to unexpected medical events and needs.
- Inform all patients about KS Homecare services and privilege cards.
- Advise to use PL card/Homecare services .
- Advise to take private room/semi-private room instead of General ward.
- Handover the pt to IPD reception /PED-IPD for further processes or till allotment of room.
- IMPREST AMOUNT FOR SERVICES ( UNITWISE)
- Instructions of admission/surgery to patient via email/whatsapp message before admission.
Measurement of Success:
- Increase in overall cash patients and corporate patients
- Conversion from counselling session to IPD
- Increase in ARPOB
- Increase in walk in patients
- KS homecare services booked /Pl card sold
Qualification : BAMS /BHMS/BDS /Bsc. Nursing or any Graduate with min 4 year regular degree + MBA
Experience : 2-3 years in patient relations, TPA, or front office