Job Description

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JOB DESCRIPTION I. JOB DETAILS
Job Title
Patient Care Coordinator -Front Office
Reporting Supervisor
Manager- Front Office
II. JOB PURPOSE
To build a caring and patient centric atmosphere in the Front Office
III. KEY RESPONSIBILITIES
Core Responsibilities

• To lead by example in exhibiting high levels of service orientation and proactive customer handling

• To ensure total familiarity with all instructional manuals and operating procedures applicable to the role

• To ensure timely and accurate compliance with the standards laid down

• To supervise daily scrolls of all Patient Care Coordinators on shift

• To ensure accurate and timely registrations & report movement

• To follow Cash / Credit / Corporate billing / discount instructions and handle hospital information system efficiently

• To handle inter and intra departmental coordination

• To be well groomed, punctual & adhere to company policies and practices.

• Responsible for developing, and implementing Patient Feedback Process and support in regular patient feedback analysis.

• To ensure patient satisfaction, optimal patient movement & patient care.

• To have complete Awareness about Disaster Management Programme (DMP) of the hospital

• To comply with the service quality Process, environmental & occupational issues & policies of the respective area IV. KEY PERFORMANCE INDICATORS

Measurable Deliverables

• 99% accuracy of invoicing/billing

• Proactiveness in handling day to day staff or customer situations.

• TATs to be maintained as per the standards laid down under IMS & NABH

Minimum Qualifications

• Graduate in any field/Post Graduate

Experience

• 2 to 4 years; Preferably with 2 years of service industry / healthcare experience

Behavioural Skills

• Excellent Communication & Interpersonal skills.

• Pro-activeness.

• Self-motivated.

• Team Player

• Sevabhav

Technical Skills

• Computer Literacy, with expertise in Excel and Power Point.

• Knowledge of other statistical software tools.

• Service Excellence

Language Skills
English, Punjabi & Hindi VI. KEY INTERACTIONS
Key Internal Contacts
Key External Contacts

• Internal Employees

• Inpatient

• Outpatient customers (Face-to-Face and Telephonic)

Skills Required