Customer Experience Executive ( OP)
- Rhea Healthcare
- 2 - 5 years
- Mumbai
- 3 months ago
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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
Reports Dispatch :
- Coordinate hand over of reports not collected by customer earlier.
Administrative:
- Understand Hospital Information System for carrying out billing jobs. Prepare bills by entering all lab orders, medications, and services given to patients.
- At Hospitals that dont have own Blood Bank :
Ensure Adherence to all protocols and providing Care Like No Other
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
Reports Dispatch :
- Coordinate hand over of reports not collected by customer earlier.
Administrative:
- Understand Hospital Information System for carrying out billing jobs. Prepare bills by entering all lab orders, medications, and services given to patients.
- At Hospitals that dont have own Blood Bank :
Arrange blood as per doctors advice. Check at empaneled blood banks, send blood for cross matching; as per requirement either reserve or get the blood in the patient name.
Ensure payment to Blood bank and charges debited to patient account.
- Ensure day to day report of all the floors |areas reach the concerned authority without fail.
- Maintain Daily New Registration Tracker , OPD count, Daily Collection & Submission.
- Ensure general cleanliness of the floor.
- Ensure magazine stands, Value cards stand , pamphlets are fully stocked and displayed correctly.
- Ensure music is playing and OP area looks fresh and inviting.
- Communicate clearly between the clinical & administration teams to ensure smooth operations.
- Maintain transparency in all activities and execution.
- Ensure Consultant Chambers are cleaned and ready for next consultant occupancy as per checklist.
Fulfilling the Service Vision & Inter-department Coordination:
- Is well-groomed as per standard; maintains discipline and decorum.
- Responsible for the implementation of the Service Vision ensures personalized care while delivering service.
- Engages well with Clinicians and colleagues, builds respect and rapport.
- Coordinates with support departments to ensure customers are comfortable and services are as per standard.
- Maintains a cordial interpersonal relationship with all colleagues.
Personal Development:
- Attends in-service programs and trainings to enhance knowledge.
- Ensures is up to date with latest protocols and practices.
Preferred candidate profile
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.
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Walk-insContact Details:
Company: Rhea HealthcareLocation(s): Mumbai
Keyskills: Customer Service
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