Reporting To: Patient Experience Duty Manager / Patient Experience Supervisor

1. Job Purpose

To deliver a seamless, courteous, and efficient patient service experience across all hospital touchpoints including OPD, IPD, TPA, EHC, Diagnostics, and Lobby. The role involves supporting all operational and service-related aspects that impact patient satisfaction and care delivery.

1. Key Responsibilities

A.

Service Excellence

Patients & Families

- Execute the Patient Experience Service Delivery Model consistently across assigned areas to ensure high standards of service.

- Manage scheduling, rescheduling, and cancellation of appointments and admissions with timely and proactive communication via SMS, email, or calls.

- Ensure compliance with Turnaround Times (TATs) for patient registration, billing, insurance processing, and query resolution.

- Provide counselling and navigation support to patients and families throughout their visit or stay.

- Handle patient queries and grievances with promptness, empathy, and accuracy.

B.

Operational

Responsibilities

- Facilitate patient registration and check-in at OPD, IPD, EHC, Diagnostics, and Lobby service points.

- Assist in smooth IPD admissions and discharges, coordinating with nursing, clinical, billing, and housekeeping teams.

- Manage TPA/insurance coordination, including collection and verification of documents, pre-authorizations, approvals, and liaising with internal billing teams.

- Coordinate with consultants and clinical departments to ensure timely service delivery and minimal patient wait times.

- Generate and verify bills, process referrals, and ensure accuracy in financial transactions.

- Review prescriptions or referred services,



scan and upload them into the hospital system (e.g., SAP).

- Ensure timely dispatch of reports, keeping the patient informed in line with established timelines.

- Confirm appointments and follow-ups through appropriate communication channels.

- Uphold patient rights, dignity, confidentiality, and ensure data privacy at all times.

- Maintain explicit and respectful communication across departments for seamless service delivery.

- Submit detailed handover/shift reports for service continuity.

- Ensure correct signage and consultant nameplates are displayed at relevant chambers.

- Undertake additional responsibilities as assigned by the Head of Department.

1. Education & Experience

Educational Qualification:

- Graduate in any discipline (preferably in Hospitality, Healthcare Management, or related fields).

- Postgraduate diploma in Hospital Administration or Customer Service (preferred but not mandatory).

Experience:

- 1–6 years of experience in Hospital/Healthcare

- TPA/Billing experience is an added advantage

Preferred candidate profile

- Excellent verbal and written communication.

- Strong interpersonal and customer handling skills.

- Ability to handle pressure and multitask in a fast-paced environment.

- Working knowledge of MS Office and hospital software (e.g., SAP/HIS).

- Good coordination and problem-solving abilities.

- Attention to detail and accuracy in documentation.

1. Behavioural Competencies

- Empathy and compassion in patient interaction.

- Service orientation and commitment to quality.

- High level of personal integrity and confidentiality.

- Positive attitude and team collaboration.

- Punctuality, discipline, and professional grooming.

- Adaptability and willingness to learn.

📌 Patient Experience Executive (Mumbai)
🏢 Sir Hn Reliance Foundation Hospital
📍 Mumbai