Job Description

hospital team (SOS) within a virtual healthcare environment.

Key responsibilities include:

Providing counselling and guidance to patients throughout their treatment journey. Validating prescriptions, facilitating immediate or emergency admissions, and raising red

flags to relevant stakeholders.

Coordinating admission confirmations and supporting a smooth recovery process. Delivering comprehensive patient support from pre-operative preparation to

post-discharge follow-up.

Conducting structured follow-up calls to monitor patient progress and address concerns. Offering clinical guidance to the IS team for accurate case handling and query resolution.

Key Responsibilities:

1. Patient Coordination & Counselling

Connect with patients virtually to assess clinical status and guide them through

treatment.

Conduct pre-op, post-op, and post-discharge calls. Educate patients on medications, discharge instructions, and recovery. Coordinate with doctors or the hospital medical team to resolve any clinical concerns.

2. Admission & IPD Confirmation

Verify and confirm admissions post confirmation from relevant stakeholders. Connect and document same-day OPD to IPD. Coordinate with Care Buddies and internal teams for approvals and follow-ups. Escalate high-risk or urgent cases to relevant stakeholders.

3. Prescription Validation & Compliance

Review and validate prescriptions for accuracy and completeness. Ensure timely validation of prescriptions as per TAT. Report deviations or incomplete prescriptions promptly.

4. Post-Operative / Discharge & Follow-Up Management

Conduct follow-up calls on Day 1, post-surgery/discharge. Monitor recovery, address concerns, and escalate clinical issues. Document patient interactions accurately in LSQ / Email as per requirement.

5. Communication & Collaboration

Liaise with Team, Care Buddies, CST Team, FinOps and Hospital Teams (SOS) for

smooth patient experience.

Ensure timely updates via email or system logs. Participate in huddles, review meetings, and feedback discussions for process

improvement.

Skills & Competencies:

Strong clinical knowledge and patient-handling skills. Excellent communication, empathy, and counselling abilities. Good understanding of workflow processes. Proficiency in data entry, documentation, and relevant systems tools. Ability to prioritize patient cases efficiently.

Qualifications:

B.Sc Nursing / GNM / BDS /. Minimum 1-3 years of experience in hospital operations, clinical coordination, patient

counselling, or telehealth services.

Prior experience in healthcare process management is preferred.

Key Performance Indicators (KPIs):

Timely completion of all validation and follow-up calls. Accuracy of documentation and tagging. Patient satisfaction and feedback scores. Adherence to SOPs and escalation timelines. * Reduction in pending or delayed prescription validations.