Patient Care Executive

A Patient Care Executive (PCE) in a hospital/eye hospital is primarily responsible for ensuring a smooth patient experience from registration through consultation, billing, treatment coordination, and follow-up.

Key Responsibilities

1. Patient Handling & Front Desk
• Welcome and assist patients and attendants.
• Manage patient registration and appointment scheduling.
• Guide patients to the appropriate department/doctor.
• Handle patient queries and provide accurate information.
2. Patient Coordination
• Coordinate the patient's journey across reception, optometry, doctor consultation, pharmacy, diagnostics, billing, and discharge.
• Ensure patients are attended to on time.
• Coordinate with doctors, nurses, optometrists, and other departments.
3. Billing & Cash Management
• Explain treatment/package charges to patients.
• Coordinate billing, payments, refunds, and insurance-related documentation.
• Ensure accurate collection and documentation of payments.
4. Patient Experience
• Maintain high standards of customer service.
• Identify patient concerns and resolve them promptly.
• Handle complaints professionally and escalate unresolved issues to the appropriate manager.
• Collect patient feedback and identify areas for improvement.
5. Treatment & Procedure Coordination
• Explain the process, documents, and preparation required for procedures.
• Coordinate appointments for surgeries, investigations, and follow-ups.
• Ensure required reports and documents are available before treatment.
6. Records & Documentation
• Maintain accurate patient records in the hospital/clinic system.
• Ensure consent forms and other required documents are completed.
• Maintain confidentiality of patient information.
7. Follow-up
• Coordinate post-consultation and post-surgery follow-ups.
• Make reminder calls for appointments and procedures.
• Follow up with patients regarding pending investigations, payments, or treatment decisions.
8. Sales & Conversion where applicable
• Explain treatment options and packages clearly without misrepresenting medical information.
• Coordinate with the counselling/sales team for procedures and surgeries.
• Follow up with patients who have been advised treatment but have not yet scheduled it.
9. Hospital Operations
• Maintain cleanliness and professional standards at the patient-facing areas.
• Ensure smooth patient flow and minimize waiting time.
• Coordinate with housekeeping, security, pharmacy, laboratory, and other support teams.