Customer Care Associate

Job Purpose:

Essential duties and responsibilities

All tasks & work assigned by head of the department, but specifically:

Registration, OPD, Health checkup & Radiology

·         Greet the patient/relatives/guest in polite manner.

·         Provide basic & related information to visitors & patient.

·         Answer queries and to provide information directly to the person or over telephone. For e.g. Doctors appointment, Consultation charges, Availability of the doctors, available diagnostics

• Understand status of a patient (a new patient or an old patient, already registered).
• To get the information about the nature of illness and guide them to the concerned department.
• Ensure registration process and guide patient / relative to the concerned doctor.
• Identify whether patient is through references from outside doctors.
• Record the details of referred doctor (name and address) in the computer.
• Ensure all relevant informations of registration form must be filled by patient/relative.
• Proper handover the OPD file.

·         Generate the OPD billing for investigations and consultations.

·         Ensure correct and accurate billing.

·         Guide the patients to labs and radiology and/or concerned department.

·         Ensure minimum cancellations and refund of billings.

·         Look after the health check- up patients came from health check department.

·         To coordinate with lab & radiology for diagnostic reports of the patients.

·         Arrange the IP patients’ Radiology report dispatch to respective wards.

·         Call patients from ward whose radio-diagnostic request has come.

·         Confirm the entries of radiology investigation in the system.

·         Look after OPD areas and cleanliness of the same.

·         Coordinate efficiently in OPD.

·         Prepare the daily OPD register and maintain the data for OPD.

·         Maintain the admission data for and inform concern department about next day admissions.

·         Provide information regarding various preventive medical health checkups.

·         Guide the health check- up patients in concern areas.

·         Coordinate with respective OPD CCAs where health check- up patient is moving.

·         Prepare the file of health check- up patients once all investigations & reports are done.

·         Coordinate with all the departments. You will be trained for multi skills as per the requirement of organization.

·         Follow the Registration and policies as per hospital standards.

·         Coordinate for Admission and Billing.

·         Collect the feedback forms from OPD patients.

·         Solve the problems or grievances informed by patients/relatives.

·         Report to duty on time and should be flexible to adjust duties with others.

·         Participate different projects and show enthusiasm.

·         Participate in feedback calling activities.

·         Train a new staff about departmental activities.

·         Customer care executive’s/Sr. executives can be transferred internally (Front office, OPD, Admissions & Billing, Labs etc.) anywhere as and when required by the organization.

This Job description can be altered/modified based on organization’s need.

About Company

Zydus Hospitals is a chain of multi-specialty hospitals offering advanced clinical care. It is known for its excellence in cardiology, oncology, orthopedics, and more. The hospital is backed by Zydus Group’s legacy in healthcare and life sciences.

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