A Patient Care Executive (PCE) in a hospital/eye hospital is primarily responsible for ensuring a smooth patient experience from registration through consultation, billing, treatment coordination, and follow-up.

Key Responsibilities

1. Patient Handling & Front Desk
- Welcome and assist patients and attendants.
- Manage patient registration and appointment scheduling.
- Guide patients to the appropriate department/doctor.
- Handle patient queries and provide accurate information.

- Patient Coordination

- Coordinate the patient's journey across reception, optometry, doctor consultation, pharmacy, diagnostics, billing, and discharge.
- Ensure patients are attended to on time.
- Coordinate with doctors, nurses, optometrists, and other departments.

- Billing & Cash Management

- Explain treatment/package charges to patients.
- Coordinate billing, payments, refunds, and insurance-related documentation.
- Ensure accurate collection and documentation of payments.

- Patient Experience

- Maintain high standards of customer service.
- Identify patient concerns and resolve them promptly.
- Handle complaints professionally and escalate unresolved issues to the appropriate manager.
- Collect patient feedback and identify areas for improvement.

- Treatment & Procedure Coordination

- Explain the process,



documents, and preparation required for procedures.
- Coordinate appointments for surgeries, investigations, and follow-ups.
- Ensure required reports and documents are available before treatment.

- Records & Documentation

- Maintain accurate patient records in the hospital/clinic system.
- Ensure consent forms and other required documents are completed.
- Maintain confidentiality of patient information.

- Follow-up

- Coordinate post-consultation and post-surgery follow-ups.
- Make reminder calls for appointments and procedures.
- Follow up with patients regarding pending investigations, payments, or treatment decisions.

- Sales & Conversion where applicable

- Explain treatment options and packages clearly without misrepresenting medical information.
- Coordinate with the counselling/sales team for procedures and surgeries.
- Follow up with patients who have been advised treatment but have not yet scheduled it.

- Hospital Operations

- Maintain cleanliness and skilled standards at the patient-facing areas.
- Ensure smooth patient flow and minimize waiting time.
- Coordinate with housekeeping, security, pharmacy, laboratory, and other support teams.

📌 Patient Care Executive (Chennai)
🏢 Dr Agarwals Eye Hospital
📍 Chennai