Customer Care Services - Admission / OPD at Kokilaben… · Mumbai(An…

Job Title -Customer Care - Admission / OPD

Designation - Junior Officer / Officer / Senior Officer

Department - Clinical Administration

Location - Mumbai

Essential Qualification - Graduate

Additional Qualification - PG / Diploma

Relevant Experience 0-5 years

JOB REQUIREMENT (SKILLS):

• Accountable and resilient

• Commitment to delivering a high level of customer service.

• Ability to work under pressure.

• Flexibility to work as part of the team

• Able to work accurately with an eye for details

JOB PURPOSE:

Ensure that all procedural requirements and formalities in connection with the Admission of patients are quickly and satisfactory

completed to enable them to get admitted within the shortest possible time after their arrival in the hospital.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:

• Close and continuous monitoring of outstanding cases.

• Timely referral of cases for obtaining concessions.

• Furnish statistical data relating to admission/ Data analysis of outstanding recoveries/necessary statistical inputs etc. for

information of Management and Finance Department for preparation of revenue budget and forecasts.

• Objective evaluation of Individual staff performance and counseling them periodically.

• Monitors monthly employee schedule ( Officer, Supervisors ,clerks, receptionist and attendant )

• Motivating staff to carry out routine activities and develop special skills for better patient/relative service delivery as well

educating them about the time management, professional etiquette, adaptability of computer usage etc.

• Developing job profiles and reviews if the position is being replaced.

• Study to enhance the processes, reduce waiting time and increase capacity utilization.

• Prepare monthly duty roster of staff.

• To keep a track of optimal utilization of beds.

• To take care of needs and comforts of the patient, while awaiting admission.

• Ensure that the patients are provided with all the information along with the leaflets and booklets pertaining to the

hospital, the services provided by the hospital and the rules and regulations of the hospital.

• Ensure that billing/ refund action is completed well in time, so that the patient/the relatives need not have to wait long by

settlement of Accounts and final discharge should be made to appear as a smooth , swift and pleasant experience to the

patient/ relatives.

• Checking of invoices is raised on credit parties to ensure that they are supported by relevant back up papers before

dispatching them to the costing department. Since the normal permissible credit period is one month from the date of

receipt of invoices by the credit party, it is essential that invoices are dispatched within two days after the discharge of

the patients.

• Ensure that after tallying the credit cards and Cheque collection, their statement are sent to accounts.

• Render assistance whenever manpower shortage is experienced in any area due to staff absenteeism etc. so that the

operative functions go on smoothly.

• Provision of indenting of stationary items from General stores on periodical basis.

• Assign extra or special duties to staff whenever is required.

• To maintain liaison with the sister-in-charge and unit clerk of the patient floors to know the general nature and extent of

treatment given , in order to ensure that the expenses already incurred on the treatment of the patients are always well

within the advance amounts collected from them.

• Sending the complete TPA/corporate files on time to finance department.

• Coordinating with corporate for resolving the queries regarding the admission or the procedure.

• Ensuring all the reports are properly send to report dispatch and the department is functioning smoothly.

• Ensure the smooth admission, OPD procedures for the High profile patients.

• To be part of the Quality Improvement initiative and protocols of the organization.