All tasks & work assigned by head of the department, but specifically:

Registration, OPD, Health checkup & Radiology

· Greet the patient/relatives/guest in polite manner.

· Provide basic & related information to visitors & patient.

· Answer queries and to provide information directly to the person or over telephone. For e.g. Doctors appointment, Consultation charges, Availability of the doctors, available diagnostics

· Understand status of a patient (a recent patient or an old patient, already registered).

· To get the information about the nature of illness and guide them to the concerned department.

· Ensure registration process and guide patient / relative to the concerned doctor.

· Identify whether patient is through references from outside doctors.

· Record the details of referred doctor (name and address) in the computer.

· Ensure all relevant informations of registration form must be filled by patient/relative.

· Proper handover the OPD file.

· Generate the OPD billing for investigations and consultations.

· Ensure correct and accurate billing.

· Guide the patients to labs and radiology and/or concerned department.

· Ensure minimum cancellations and refund of billings.

· Look after the health check- up patients came from health check department.

· To coordinate with lab & radiology for diagnostic reports of the patients.

· Arrange the IP patients’ Radiology report dispatch to respective wards.

· Call patients from ward whose radio-diagnostic request has come.

· Confirm the entries of radiology investigation in the system.

· Look after OPD areas and cleanliness of the same.

· Coordinate efficiently in OPD.

· Prepare the daily OPD register and maintain the data for OPD.

· Maintain the admission data for and inform concern department about next day admissions.

· Provide information regarding various preventive medical health checkups.

· Guide the health check- up patients in concern areas.

· Coordinate with respective OPD CCAs where health check- up patient is moving.

· Prepare the file of health check- up patients once all investigations & reports are done.

· Coordinate with all the departments. You will be trained for multi skills as per the requirement of organization.

· Follow the Registration and policies as per hospital standards.

· Coordinate for Admission and Billing.





· Collect the feedback forms from OPD patients.

· Solve the problems or grievances informed by patients/relatives.

· Report to duty on time and should be flexible to adjust duties with others.

· Participate different projects and show interest.

· Participate in feedback calling activities.

· Train a new staff about departmental activities.

· Customer care executives/Sr. executives can be transferred internally (Front office, OPD, Admissions & Billing, Labs etc.) anywhere as and when required by the organization.

This can be altered/modified based on organization’s need.

Admission, IP Coordination, Discharge & Billing

· Receive patient’s admission slip given by the doctors.

· Give out the estimation of admission to the patients in coordination with doctors.

· Allot rooms as per patient's choice and availability in coordination with housekeeping and nursing staff on the floor.

· Admit the patient in HIS and complete the admission process. To put required remarks and notification in the system for smooth billing.

· Guide the patient to Billing counter for deposit payment.

· Check with TPA desk about patients pre authorization.

· Explain the patients’ rights and tasks, general guidelines,visiting hours etc to the patient.

· Handover the patient visitor’s and attendant’s passes.

· Answer queries and to provide information directly to the person or over telephone. For e.g. availability of doctors, fixing up an appointment, handling inquiries etc.

· Deposit slip is raised by the Admission counter and to give instructions regarding payment.

· To confirm with the house- keeping and wards regarding the readiness of the room before sending the patient.

· Explain hospital regulations to patients, concerning visitors and visiting hours, ICU shifting policies, room upgradations, downgradations, room availability etc.

· To arrange patient escort to respective room after admission.





· To post the consultation and IP service entries from ward on daily basis. Especially in night time when patient’s discharge is planned.

· Audit the IP entries time to time especially discharge of the patient is planned.

· IP coordinator to meet & greet patient every day.

· Identify patient needs pro- actively and work on that.

· Discuss patient complaints with respective ward staff to prevent the same in future.

· Escalate the complaint to reporting supervisor.

· Coordinate for patients’ discharge with concerned departments.

· Provide, explain and collect feedback forms to patients.

· Check the availability of non-clinical staff required on each floor (i.e. House Keeping, and Attendants) While visiting the patient room, to check the following services in the room:

Quality of Linen provided, Cleanliness of room, Cleanliness of Washroom, Any maintenance related requirement, Clearance of dishes, etc

· Record the discharge TAT regularly.

· Co-ordinate patients care including patient/family education on patient’s & family’s rights & assignments etc.

· Update admission & billing department about next day’s planned discharge.

· Enter the data & comments/suggestions of collected feedback forms in the feedback form analysis sheet.

· Provide the to the date billing to IP patients/relatives.

· Coordinate with concern departments (consultant, nursing, pharmacy etc.) for patients discharge.

· Provide the provisional & final IP bill to the patients.

· Discharge the patients from HIS & guide them for payment to billing department.

EPABX & Call Management

· To receive a calls from within & outside hospital.

· To provide the required information to callers.

· To transfer the calls to concern & appropriate department &/or person.

· To maintain the records of doctors availability and non -availability.

· Give appointments to patients.

· Give out correct information to callers, patients & relatives about any camp or marketing activities.

· Give out basic packages and room charges to callers.

· Call the patients for the action taken report on their feedback given during the discharge.

Pathology Laboratory

· To coordinate with OPD and IPD for patients report.

· To dispatch the reports of patients.

· To ensure the payment collection of OPD patient and investigation entry of IP patient.

📌 Customer Care (Vadodara)
🏢 Zydus Hospitals Group
📍 Vadodara