Associate - Patient Experience Management

Date: 9 Jul 2024

Location: Mysuru, IN

Company: Manipal Health Enterprises Private Ltd

About Us

Manipal Hospitals: Empowering Health, Enriching Lives

Welcome to Manipal Hospitals, where our commitment to exceptional healthcare goes beyond conventional boundaries. At Manipal Hospitals, our commitment to patient-centricity, ethical practices, and clinical excellence is at the core of everything we do. As a leading healthcare provider, we are dedicated to providing world-class medical care and spearheading technological advancements in the field of healthcare. 

As a pioneer in healthcare, Manipal Hospitals is among the top healthcare providers in India serving over 5 million patients annually. Today we stand as an integrated network with a pan-India footprint of 33 hospitals across 17 cities with 9,500 beds, and a talented pool of over 5,000 doctors and an employee strength of over 20,000.

Manipal Hospitals is NABH, AAHRPP accredited and most of the hospitals in its network are NABL, ER, Blood Bank accredited and recognized for Nursing Excellence. 

Join Us

We believe that our success is driven by our people, and we are always looking for talented individuals to be a part of our journey. We value diversity and inclusivity, and we are committed to creating a supportive and collaborative work environment where everyone can grow.  Together, we strive to shape the future of healthcare while fostering professional growth and development.

Discover the difference that passion, innovation, and commitment can make in healthcare. Join Manipal Hospitals – where excellence is a tradition and your contributions will ensure Life’s On for the world at large.

Job Details

No. of Openings: 1

Experience: Years of relevant experience

Job Summary

Assists patients with information and provides necessary services upon their arrival or departure from the hospital. Is responsible for end-to-end Patient Experience Services.

 

Main Job Tasks :

  • Provide general information on services offered by the hospital.
  • Directs guests, patients, relatives and vendors to the appropriate departments or staff.
  • Responsible for collecting details of Patients as per the Forms provided and necessary Trakcare Order Entry, Cash & Billing and managing Insurance if any.

 

Is responsible for the Console :

  • Handles all external & internal incoming calls across the hospital.
  • Telephonic appointments for consultants are taken.
  • Takes messages for staff & consultants.

 

Is responsible for Outpatients :

  • Registers Patients / Customers.
  • Screen patients and assign to the appropriate consultants.
  • Accompanies/directs patients to various departments/nursing stations.
  • Moves charge sheets to various departments.
  • Ensures that bills are paid and medicines are collected.

 

Is responsible for Inpatients :

  • Admissions from OPD & ER / Emergency Admissions.
  • Getting the consent form signed by the inpatient relatives.
  • Explaining about visiting hours, passes, admission kit, valuables, tariff sheets, phone activation, cafe, nurse stations, folders, wrist band, room familiarization, provides important phone numbers etc.
  • Provides information on top up deposits to customers and follows up and ensures that deposits are collected.
  • Visits patient rooms on a daily basis.

 

Heath Screens :

  • Assists in the health check for corporate/non corporate.

 

Order Entry:

  • Ensure all items mentioned on the charge sheet are charged to the patient.
  • Ensure all items are billed from the correct departments.
  • Any discrepancies are brought to the immediate attention of the Patient Experience Management Executive
  • Coordinate with consultants to charge the correct consultant fee to the patient.
  • Ensure that patients waiting time is reduced at the order entry counter.

 

Billing & Handling Cash:

  • Ensure receipts are made for all payments received
  • Ensure that patients waiting time is reduced at the cash counter.
  • Insurance:
  • Keep the patient updated on the status of their cashless facility.
  • Ensure timely reply to all queries from the TPA in co-ordination with our consultants.
  • Ensure collection of non-medical expenses or any such expenses which are not covered by the corporate or TPA before patient leaves premises.
  • Ensure all original documents along with the bills are retained by us for claiming the same from respective TPA / Corporate.

 

Others :

  • Compiles and monitors bed status reports.
  • Reports any incidence that occurs at the facility to the immediate Manager and respective.
  • Ensure visitors adhere to the companies visiting hours.
  • Arranges for baggage handling and other services requested by patients and relatives.
  • Assists patients with wheel chair or any other requirements.
  • Arranges for incoming and outgoing courier / letters to be dispatched.
  • Assists in camps, health check programs, CME's etc.
  • Participates in educational programs and in-service meetings.

Job Responsibilities

Assists patients with information and provides necessary services upon their arrival or departure from the hospital. Is responsible for end-to-end Patient Experience Services.

 

Main Job Tasks :

  • Provide general information on services offered by the hospital.
  • Directs guests, patients, relatives and vendors to the appropriate departments or staff.
  • Responsible for collecting details of Patients as per the Forms provided and necessary Trakcare Order Entry, Cash & Billing and managing Insurance if any.

 

Is responsible for the Console :

  • Handles all external & internal incoming calls across the hospital.
  • Telephonic appointments for consultants are taken.
  • Takes messages for staff & consultants.

 

Is responsible for Outpatients :

  • Registers Patients / Customers.
  • Screen patients and assign to the appropriate consultants.
  • Accompanies/directs patients to various departments/nursing stations.
  • Moves charge sheets to various departments.
  • Ensures that bills are paid and medicines are collected.

 

Is responsible for Inpatients :

  • Admissions from OPD & ER / Emergency Admissions.
  • Getting the consent form signed by the inpatient relatives.
  • Explaining about visiting hours, passes, admission kit, valuables, tariff sheets, phone activation, cafe, nurse stations, folders, wrist band, room familiarization, provides important phone numbers etc.
  • Provides information on top up deposits to customers and follows up and ensures that deposits are collected.
  • Visits patient rooms on a daily basis.

 

Heath Screens :

  • Assists in the health check for corporate/non corporate.

 

Order Entry:

  • Ensure all items mentioned on the charge sheet are charged to the patient.
  • Ensure all items are billed from the correct departments.
  • Any discrepancies are brought to the immediate attention of the Patient Experience Management Executive
  • Coordinate with consultants to charge the correct consultant fee to the patient.
  • Ensure that patients waiting time is reduced at the order entry counter.

 

Billing & Handling Cash:

  • Ensure receipts are made for all payments received
  • Ensure that patients waiting time is reduced at the cash counter.
  • Insurance:
  • Keep the patient updated on the status of their cashless facility.
  • Ensure timely reply to all queries from the TPA in co-ordination with our consultants.
  • Ensure collection of non-medical expenses or any such expenses which are not covered by the corporate or TPA before patient leaves premises.
  • Ensure all original documents along with the bills are retained by us for claiming the same from respective TPA / Corporate.

 

Others :

  • Compiles and monitors bed status reports.
  • Reports any incidence that occurs at the facility to the immediate Manager and respective.
  • Ensure visitors adhere to the companies visiting hours.
  • Arranges for baggage handling and other services requested by patients and relatives.
  • Assists patients with wheel chair or any other requirements.
  • Arranges for incoming and outgoing courier / letters to be dispatched.
  • Assists in camps, health check programs, CME's etc.
  • Participates in educational programs and in-service meetings.

Competencies

Lead Self : Emotional Intelligence
Lead Self : Ethics and Personal Credibility
Lead Stakeholders : Patient Centricity

Skills

Education

Bachelors in Travel & Tourism or Travel & Tourism