- Attend to all guests promptly and courteously and coordinate services as per their requirements.
- Guide guests in completing online registration forms and other related documents.
- Handle VIP customers with special attention and ensure that all departments are informed and services are delivered smoothly.
- Be attentive to guest requirements, understand their needs, and respond appropriately. Seek assistance from a senior whenever required.
- Coordinate patient movement to consultant chambers and remain alert to patients waiting for consultation.
- Stay updated on available slots for walk-in patients and schedule appointments based on availability.
- Ensure that the Billing team is informed of all diagnostic services provided and that bills are updated accurately.
- Make bed reservations, wherever required, and ensure that the appropriate bed type is booked.
- Encourage guests to share their experience through Google Reviews and educate them about the internal feedback link shared via WhatsApp.
- Educate guests about the redemption of Loyalty Points, MH One, and the Mobile App download process.
- Ensure discounts are provided only with the required approval.
- Complete daily cash reconciliation and ensure that all refunds are closed on a daily basis.
- Understand and effectively use the Hospital Information System (HIS)
for carrying out billing-related activities.
- Ensure that all services availed by patients are billed accurately.
- Ensure that daily reports for all areas are updated and shared with the OPC and CXM.
- Maintain the Daily New Registration Tracker, Walk-in and Appointment Cancellation Tracker, OPD count, and Daily Collection & Submission records on a real-time basis, as per the defined standards.
- Ensure that magazine stands, Value Card stands, and pamphlets are adequately stocked and displayed appropriately.
- Maintain transparent communication between the clinical and administrative teams to ensure smooth operations.
- Maintain transparency in all activities and execution.
- Fulfilling the Service Vision & Inter-department Coordination.
- Ensure that the CXE is well-groomed as per the defined standards and maintains discipline and decorum.
- Be responsible for adhering to the Service Vision.
- Engage effectively with clinicians and colleagues and build mutual respect and rapport.
- Coordinate with support departments to ensure that customers are comfortable and services are delivered as per the defined standards.
- Attend in-service programs and training sessions to enhance knowledge and skills.
- Stay up to date with the latest protocols, processes, and practices.