Customer Experience Executive ( OP)

Job Description

Role & responsibilities At OP: - Greet customers with warmth & politeness. - Guide them to the area they are required to go. - Attend to all guests promptly and courteously; coordinate services as per their requirements. - Be aware of customers names, their appointment time and greet repeat customers with recognition and warmth. - Help customers fill the registration forms and any related documents. - Complete the Registration Process and generate UHID Cards for patients. - Handle VIP customers with special attention; ensure all departments are alert and services are smooth. - Ensure that customers are comfortable; keep track of them and in case of any changes to their schedule, update them at the earliest. - While talking to customers, pay full attention, understand their specific queries and respond appropriately. If you are unable to resolve the query, seek assistance from a senior. - Communicate updates of the patients to their relatives time to time. - Coordinate patient movement into Consultant chambers; be alert and track waiting patients. - Be aware of open slots for walk-in patients; schedule them as per availability. - If consultant advises, accompany patients to referred departments for investigations. - Ensure Billing is advised to charge for all diagnostic services and bills are updated accurately. - Make bookings (reservations) for the beds if required; book appropriate bed type. - Be aware of escalation matrix. - Collect feedback from all customers. Admissions : - Receive admission request form from patient. - Conduct the admission process smoothly, ensure all documents are duly filled and signed by patient/attendant; all fields are filled in the admission portal; appropriate Bed is blocked - Collect deposit - Escort patient to the floor and assigned room - Nursing station and concerned consultant is informed about the admission Reports Dispatch : - Coordinate hand over of reports not collected by customer earlier. Administrative: - Understand Hospital Information System for carrying out billing jobs. Prepare bills by entering all lab orders, medications, and services given to patients. - At Hospitals that dont have own Blood Bank : Ensure Adherence to all protocols and providing Care Like No Other At OP: - Greet customers with warmth & politeness. - Guide them to the area they are required to go. - Attend to all guests promptly and courteously; coordinate services as per their requirements. - Be aware of customers names, their appointment time and greet repeat customers with recognition and warmth. - Help customers fill the registration forms and any related documents. - Complete the Registration Process and generate UHID Cards for patients. - Handle VIP customers with special attention; ensure all departments are alert and services are smooth. - Ensure that customers are comfortable; keep track of them and in case of any changes to their schedule, update them at the earliest. - While talking to customers, pay full attention, understand their specific queries and respond appropriately. If you are unable to resolve the query, seek assistance from a senior. - Communicate updates of the patients to their relatives time to time. - Coordinate patient movement into Consultant chambers; be alert and track waiting patients. - Be aware of open slots for walk-in patients; schedule them as per availability. - If consultant advises, accompany patients to referred departments for investigations. - Ensure Billing is advised to charge for all diagnostic services and bills are updated accurately. - Make bookings (reservations) for the beds if required; book appropriate bed type. - Be aware of escalation matrix. - Collect feedback from all customers. Admissions : - Receive admission request form from patient. - Conduct the admission process smoothly, ensure all documents are duly filled and signed by patient/attendant; all fields are filled in the admission portal; appropriate Bed is blocked - Collect deposit - Escort patient to the floor and assigned room - Nursing station and concerned consultant is informed about the admission Reports Dispatch : - Coordinate hand over of reports not collected by customer earlier. Administrative: - Understand Hospital Information System for carrying out billing jobs. Prepare bills by entering all lab orders, medications, and services given to patients. - At Hospitals that don’t have own Blood Bank : Arrange blood as per doctors’ advice. Check at empaneled blood banks, send blood for cross matching; as per requirement either reserve or get the blood in the patient name. Ensure payment to Blood bank and charges debited to patient account. - Ensure day to day report of all the floors |areas reach the concerned authority without fail. - Maintain Daily New Registration Tracker , OPD count, Daily Collection & Submission. - Ensure general cleanliness of the floor. - Ensure magazine stands, Value cards stand , pamphlets are fully stocked and displayed correctly. - Ensure music is playing and OP area looks fresh and inviting. - Communicate clearly between the clinical & administration teams to ensure smooth operations. - Maintain transparency in all activities and execution. - Ensure Consultant Chambers are cleaned and ready for next consultant occupancy – as per checklist. Fulfilling the Service Vision & Inter-department Coordination: - Is well-groomed as per standard; maintains discipline and decorum. - Responsible for the implementation of the Service Vision – ensures personalized care while delivering service. - Engages well with Clinicians and colleagues, builds respect and rapport. - Coordinates with support departments to ensure customers are comfortable and services are as per standard. - Maintains a cordial interpersonal relationship with all colleagues. Personal Development: - Attends in-service programs and trainings to enhance knowledge. - Ensures is up to date with latest protocols and practices. Preferred candidate profile Eye for detail; meticulous; accurate and thorough in completion of tasks; - Good Interpersonal Skills , team player; patient and helpful; - Capable of communicating effectively and with empathy; - Fluency in English and Regional language; - Works well under pressure, maintains calm; seeks to resolve situations gracefully; - Logical thinker, makes decisions smartly and quickly.