Walk-in || Patient Experience Executive

Role & responsibilities

Walk-in | Mega Walk-In Drive Patient Experience Executive

Sir H. N. Reliance Foundation Hospital

Experience: 1-6 years
Compensation: As per market standards
Location: Mumbai Charni Road, Girgaon

Time & Venue

22nd September 2026(Tuesday) | 3:00 PM – 5:00 PM

Sir H. N. Reliance Foundation Hospital
Prarthana Samaj, Raja Ram Mohan Roy Road, Girgaon, Mumbai, Maharashtra – 400004

Contact: Punyashri Shetty
Email: [email removed]

Contact No: [phone removed]

Job Description

Job Title: Patient Experience Executive

Department: Patient Experience – OPD / IPD / TPA / EHC / Diagnostics / Lobby

Function: Patient Services

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.

2. 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 clear 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.

3. 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 customer-facing roles.
• Experience in hospitals, healthcare, hospitality, or aviation sectors will be an added advantage.
• Freshers with strong communication skills and service orientation may apply.

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.

5. 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.