Out Patient Coordinator ( OP Coordinator)

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 OP coordinator: Ensure effective and efficient service interaction with customers, patients, colleagues. - Handle general enquiries and requests, explain procedures when required; make new and follow-up appointments. - MIS : Daily rounds Report, Daily discharge report - to be updated on time and accurately. - Offer suggestions for service quality and process improvements, cost saving based on real time operational experience. At admission: TAT of admission and room allocation - 15 min - Coordinate daily admissions: ensure bed allocation and room readiness. - Check room amenities to ensure room has items as per standard. - Supervise completion of admission formalities, ensure customer is comfortable. - Within 30 minutes of patient admission, to personally meet, introduce themselves, share contact numbers and conduct room orientation. - For Emergency admission directly to LDR, patient attenders to be met by In-charge, introduce and advised regarding room, contact numbers and relevant information. Preferred candidate profile Strong functional knowledge. Good understanding of customer service skills - Competence in:- computer skills , understands software. - 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. Perks and benefits As per company standards