Customer Care Associate

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 new 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 Job description 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. 

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