Guest Relations Executive
- Motherhood Hospital
- 1 - 2 years
- Pune
- 3 months ago
- Email to a friend
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Job Description
Role & responsibilities
7.1.1 At OPD: Ensure every customer interaction is handled with warmth, personal attention and courtesy
- Be alert and greet customers cheerfully and guide/escort them to their desired location.
- Speaking knowledgeably when handling enquiries regarding services, packages, etc
- Provide information & facilitate regarding various preventive medical health checkups.
- Ensure all new patients are registered, required fees collected and file created.
- Ensure correct amount collected for consultation and other services.
- Provide clarity regarding the charges for registration, consultation, laboratory, radiology etc.
- Inform patient on the prerequisites for lab & radiology (if any).
- Book appointments in portal received through call/face to face/email. Request received through email to be called and informed for confirmed appointment also.
- Keep the OPD Billing informed of Consultant schedule ensure OPD Billing is aware real time of Consultant timings at OPD daily.
- Keep patients informed on priority when consultant on leave or anticipated OPD delays.
- Keep team members, HOD, Operations Manager and FD informed on receiving any update from consultant regarding leave, OPD time change etc. by email.
- Schedule consults for patients including walk-ins, as they arrive; ensure timeliness of
consultations.
- Collect feedback from all OPD patients in tab/form.
- Handle grievance with concern and empathy and quickly escalate to concerned department head as required. Display your willingness to resolve the issue.
- Track & follow up with all patients being referred for further procedures / clinical treatment.
- To maintain enquiry and handover register. All enquiries to be closed within 48hours.
- Ensure cleanliness of the waiting area, reception desk at all times.
- Work in close coordination with GR Supervisor & GRM to ensure optimal OPD efficiency:
~ OPD Billing informed of Consultants availability;
~ timely flow of appointments (waiting time within parameters);
~ anticipate delays & provide options;
~ all appointments recorded on HIS for systematic consultations;
follow up on confirmed appointments.
- Convert potential patients through strong product knowledge; confidence in our specialty, explain the benefits/ superiority of processes at our facility.
- Follow up with customers advised for surgery who have not come back. Provide feedback on where they have gone & why.
7.1.1 Admissions: Ensure every customer interaction is handled with warmth, personal attention and courtesy
- Receive admission request form from patient, ensure all documents for admission are duly filled
and signed by patient/attendant.
All fields are filled in the admission portal, book the appropriate bed, collect deposit, guide/escort patient to the ward, nursing station and concerned consultant is informed about the admission
Preferred candidate profile
9.1 Ensure patient experiences efficient flow of processes as per the standard.
( measurement : patient feedback/ turnaround times)
9.2 Ability to deliver conversion as per defined standard. (measurement : in numbers/ revenue)
9.3 Ensure compliance to parameters: (waiting time; discharge time; doctor avblty on time).
9.4 Contribute suggestions / participate in new initiatives to strengthen process efficiency.
9.5 Punctuality and discipline.
9.6 Minimum errors in the process.
Perks and benefits
As per company standards
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Food, Beverage & Hospitality, Role Category: Front Office & Guest ServicesRole: Front Office & Guest Services - OtherEmployement Type: Walk-insContact Details:
Company: Motherhood HospitalLocation(s): Pune
Keyskills: Guest Relations Guest Handling
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