Key Responsibilities

Ensure all SOPs are adhered to and we provide care like no other

- Ensure effective and effective service interaction with customers, patients, colleagues.
- Handle general enquiries and requests, explain procedures when required; make new and follow-up appointments.
- MIS : Daily rounds Report, Daily discharge report - to be updated on time and accurately.
- Offer suggestions for service quality and process improvements, cost saving based on real time operational experience.

At admission: TAT of admission and room allocation - 15 min
- Coordinate daily admissions: ensure bed allocation and room readiness.
- Check room amenities to ensure room has items as per standard.
- Supervise completion of admission formalities, ensure customer is comfortable.
- Within 30 minutes of patient admission, to personally meet, introduce themselves, share contact numbers and conduct room orientation.
- For Emergency admission directly to LDR, patient attenders to be met by In-charge, introduce and advised regarding room, contact numbers and relevant information.

During stay
- Take daily rounds; converse with customer,



check for any assistance that can be provided.
- Attend to queries from patients, quickly inform the concerned dept and track till completion.
- Reconfirm with customer that requirement has been fulfilled satisfactorily.

IP CX I-C to be aware of all requests and complaints. Guided by this escalation matrix –

w within 15 min IP CX I-C to meet the customer.

w IP CX I-C will inform concerned dept and within next 15 min that dept must resolve issue.

w If not resolved, IP CX I-C will inform Ops Head who has 30 min to resolve it.

w If still not resolved, FD to be informed.

- Coordinates birth related activities - cake cutting, gifting, photo session.

- Coordinate Birth registration
- Coordinates allied services – hearing test, lactation, physiotherapy.
- Coordinates IP patient shifting for tests -outside/in-house, assist with mobilization , arrangement of transport, arrangement of blood, coordination of outside test report collection.

At Discharge

📌 Ip Billing Senior Executive (Bengaluru)
🏢 Rhea Healthcare
📍 Bengaluru