Walk-in || Patient Care Coordinator

Role & responsibilities

1. To receive patient with a smile and greet them with Namaste.

2. To know if the patient has fixed up appointment or not.

3. In case of any deviation in the appointment timings for the appointment patient the message should be conveyed.

4. For patients without appointments the appointment should be provided as per the availability.

5. In the case of referral patient, ensure that the patient comes with a referral request.

6. To act as a good communicator between the doctor and the patient.

7. To check whether the admission slips are filled properly.

8. To take responsibility of the admission counter - check and provide the medical file when the patient gets admitted, facilitate the room allotment process.

9. To type various certificates, letters etc.

10. To develop relationships with patients and their family members to educate and provide maximum personalized patient service.

11. In case patients request Change of Consultant form to be filled and HOD/Executive signature to be taken.

12. All billing & discharge process to be done in the room. Mode of payment to be checked at the time of admission so the billing team could take calls accordingly.

13. In-patient references to be informed by the respective consultants

14. To attend telephone calls politely, adhere to the telephone manners and fix appointments over phone/person/letter/email.

15. To inform the respective departments about doctors absences and the doctors details. 16. Receive and get reply for mails/ messages from the doctors promptly, fill in the appropriate form and mail the same.

17. To collect doctors fees via HMIS and hand over the correct amount to

the billing department at the end of the shift

18. To inform doctors regarding any admission or reference of in-patient.

19. To coordinate for appointment with the investigation areas.

20. To get reply for any queries of the patient from the doctor and mail or

message it back.

21. To check for UHID stickers for all the patients undergoing the care

process.

22. To be aware of the departments performance and objective.

23. To perform any job / task as and when assigned by the superior

24. To monitor the smooth functioning of the department.

25. To coordinate with other departments related to Billing activities.

26. To coordinate with Insurance/TPAs.

27. To coordinate with the management and doctors in case of non-payment by patients.

28. To offer billing clarification to patients.

29. To ensure proper cash management and safety.

30. Schedule patient appointments for out-patient services.

31. To review customer feedback data and take appropriate preventive and

corrective action in the areas assigned as per the job description

32. To inform all the concerned departments about the VIP patients/visits

instruction given by Unit Head is followed with billing department.

33. Coordinating with housekeeping regarding room, solving day-to-day

patient problems

34. To ensure that patients are provided with excellent service every time,

all the time.

35. To maintain ISO / NABH document

36. To adhere to the safety norms of hospital, follow both patient and staff

safety rule

37. To participate and contribute to departmental quality initiatives.

38. To display a high degree of professionalism and integrity as befitting a

member of management.

39. To take advice from HOD, /Manager-Billing Services in case of billing

instructions or follow-up/review of the patient

40. To be aware of the departments performance and objective

Preferred candidate profile

Any graduate or post graduate with 1-4 years of experience in Billing & Front Office (OPD/IPD Billing) within hospitals or healthcare settings and good in english communication skills

Hands-on experience in coordinating admissions, discharges, diagnostics, and consults

Exposure to handling patient queries, grievances, and service coordination

Familiarity with hospital information systems (HIS) and EMR tools

Experience in working with multi-disciplinary teams (doctors, nurses, admin)

Basic understanding of hospital workflows and patient journey

Awareness of admission, discharge, and transfer protocols

Knowledge of healthcare terminology and departments Empathy and patient-centric approach

Time management and ability to work under pressure

Basic computer literacy (MS Office, emails, data entry)