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 current 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