Patient Experience Executive – IPD / OPD
Location: India
Department: Medical – Patient Experience
Employment Type: Full-Time
Open Positions: 03
Role Summary
The Patient Experience Executive is responsible for delivering exceptional patient service and ensuring a seamless experience across Inpatient (IPD), Outpatient (OPD), and Executive Health Check (EHC) services. The role focuses on patient engagement, service excellence, appointment management, billing support, grievance resolution, and coordination with clinical and non-clinical teams to enhance overall patient satisfaction.
The position acts as a key touchpoint for patients and their attendants, ensuring they receive accurate information, timely assistance, and a positive healthcare experience throughout their hospital journey.
Key Responsibilities
Patient Experience & Service Excellence
Execute the Patient Experience Service Delivery Model across:
Inpatient Department (IPD)
Outpatient Department (OPD)
Executive Health Check (EHC)
Deliver exceptional customer service and hospitality standards.
Ensure a smooth and positive patient journey throughout hospital services.
Promote patient-centric care and service excellence initiatives.
Patient Information & Guidance
Act as the primary point of contact for patients and attendants.
Provide information regarding:
Hospital Services
Admission Procedures
Appointment Schedules
Billing Processes
Diagnostic and Clinical Services
Ensure patients are well-informed about available healthcare services.
Guide patients through various hospital processes and departments.
Appointment Management
Schedule and coordinate appointments for:
OPD Consultations
IPD Admissions
Executive Health Check Programs
Manage appointment modifications, cancellations, and rescheduling requests.
Ensure efficient utilization of appointment slots and physician schedules.
Coordinate with clinical departments to optimize patient flow.
Billing & Financial Coordination
Ensure accurate and error-free billing processes.
Verify billing details and patient information.
Assist patients with billing-related queries and clarifications.
Coordinate with billing and finance teams for issue resolution.
Support timely completion of payment processes.
Patient Complaint & Feedback Management
Address patient concerns, complaints, and service requests promptly.
Escalate critical issues to relevant departments when required.
Monitor complaint resolution and ensure closure within defined timelines.
Collect patient feedback and identify opportunities for service improvement.
Maintain records of complaints, resolutions, and customer feedback.
Patient Satisfaction Initiatives
Execute programs aimed at improving patient satisfaction and experience.
Monitor patient satisfaction metrics and service quality indicators.
Support implementation of customer care improvement initiatives.
Participate in patient engagement and hospitality enhancement activities.
Coordination with Clinical & Support Teams
Collaborate with:
Doctors
Nursing Teams
Diagnostic Departments
Billing Teams
Front Office Staff
Administration Teams
Ensure seamless communication and coordination across departments.
Facilitate timely resolution of patient-related issues.
Admission & Discharge Support
Assist patients during admission and discharge processes.
Ensure all required documentation and formalities are completed.
Provide guidance regarding hospital policies and procedures.
Coordinate discharge-related communication and support.
Documentation & Reporting
Maintain accurate patient service records and documentation.
Prepare reports related to:
Patient Feedback
Service Quality Metrics
Complaint Management
Appointment Tracking
Ensure compliance with organizational documentation standards.
Quality & Compliance
Adhere to hospital policies, procedures, and service standards.
Support quality improvement initiatives and accreditation requirements.
Ensure patient confidentiality and data privacy at all times.
Maintain compliance with healthcare service protocols.
Required Qualifications
Education
Graduate Degree in any discipline.
Experience
Minimum 2 years of experience in:
Patient Relations
Customer Service
Front Office Operations
Patient Experience Management
Experience in the hospital or healthcare sector preferred.
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