Out Patient Coordinator ( OP Coordinator)
- Rhea Healthcare
- 3 - 8 years
- Noida, Gurugram
- 3 months ago
- Email to a friend
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Job Description
Role & responsibilities
At OP:
- Greet customers with warmth & politeness.
- Guide them to the area they are required to go.
- Attend to all guests promptly and courteously; coordinate services as per their requirements.
- Be aware of customers names, their appointment time and greet repeat customers with recognition and warmth.
- Help customers fill the registration forms and any related documents.
- Complete the Registration Process and generate UHID Cards for patients.
- Handle VIP customers with special attention; ensure all departments are alert and services are smooth.
- Ensure that customers are comfortable; keep track of them and in case of any changes to their schedule, update them at the earliest.
- While talking to customers, pay full attention, understand their specific queries and respond appropriately. If you are unable to resolve the query, seek assistance from a senior.
- Communicate updates of the patients to their relatives time to time.
- Coordinate patient movement into Consultant chambers; be alert and track waiting patients.
- Be aware of open slots for walk-in patients; schedule them as per availability.
- If consultant advises, accompany patients to referred departments for investigations.
- Ensure Billing is advised to charge for all diagnostic services and bills are updated accurately.
- Make bookings (reservations) for the beds if required; book appropriate bed type.
- Be aware of escalation matrix.
- Collect feedback from all customers.
Admissions :
- Receive admission request form from patient.
- Conduct the admission process smoothly, ensure all documents are duly filled and signed by patient/attendant; all fields are filled in the admission portal; appropriate Bed is blocked
- Collect deposit
- Escort patient to the floor and assigned room
- Nursing station and concerned consultant is informed about the admission
OP coordinator:
Ensure effective and efficient service interaction with customers, patients, colleagues.
- Handle general enquiries and requests, explain procedures when required; make new and follow-up appointments.
- MIS : Daily rounds Report, Daily discharge report - to be updated on time and accurately.
- Offer suggestions for service quality and process improvements, cost saving based on real time operational experience.
At admission: TAT of admission and room allocation - 15 min
- Coordinate daily admissions: ensure bed allocation and room readiness.
- Check room amenities to ensure room has items as per standard.
- Supervise completion of admission formalities, ensure customer is comfortable.
- Within 30 minutes of patient admission, to personally meet, introduce themselves, share contact numbers and conduct room orientation.
- For Emergency admission directly to LDR, patient attenders to be met by In-charge, introduce and advised regarding room, contact numbers and relevant information.
Preferred candidate profile
Strong functional knowledge. Good understanding of customer service skills
- Competence in:- computer skills , understands software.
- Eye for detail; meticulous; accurate and thorough in completion of tasks;
- Good Interpersonal Skills , team player; patient and helpful;
- Capable of communicating effectively and with empathy;
- Fluency in English and Regional language;
- Works well under pressure, maintains calm; seeks to resolve situations gracefully;
- Logical thinker, makes decisions smartly and quickly.
Perks and benefits
As per company standards
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Walk-insContact Details:
Company: Rhea HealthcareLocation(s): Noida, Gurugram
Keyskills: coordination Front office managment Reception management OP Coordinator Coordinator Customer Queries
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