Patient Care Exec @Home Care(Aviation/Hospitality)

Mumbai, Maharashtra
Rs. 8,00,000 per year
Permanent
Full-time

1 month ago

Job Title: Patient Care Executive Home Care Department, preferable from Aviation or hospitality sectorDepartment: Hospital @Home / Home CareLocation: Charni Road, MumbaiReporting To: Manager Hospital @Home ServicesShift Timings: Rotational Shifts (Last shift ends at 10:00 PM)Employment Type: Full-TimeJob Summary:The Patient Care Executive will be responsible for executing and delivering a seamless patient experience for the Hospital @Home services. The role requires end-to-end coordination with patients, clinicians, and internal departments to ensure timely scheduling, communication, and service fulfillment. The incumbent will play a key role in representing the hospitals brand and ensuring adherence to service excellence standards.Qualifications & Experience:

Full-time Graduate in any discipline (Healthcare, Hospitality, or Aviation preferred)
Minimum 1 year of relevant experience in a customer-facing role, preferably from the hospitality or aviation sector
Excellent verbal and written communication skills
Proficient in MS Office and basic hospital management systems
Willingness to work in rotational shifts including late evenings

Key Responsibilities:1. Patient Experience & Service Coordination:

Execute the Patient Experience Service Delivery Model to ensure high-quality service across all touchpoints
Counsel patients and their families regarding service offerings, inclusions, exclusions, and answer all queries effectively
Represent the hospital brand and uphold its mission, vision, and values in every interaction

2. Scheduling & Communication:

Manage and monitor the scheduling of Hospital @Home appointments ensuring accuracy and timeliness
Ensure prompt communication of any appointment changes, cancellations, or delays via SMS, email, or calls with documented reasons
Provide accurate information and proper redirection to patients during service inquiries

3. Turnaround Time (TAT) & Escalation Management:

Monitor and ensure adherence to defined TATs for registration, billing, query resolution, and other KPIs
Maintain and update departmental dashboards and proactively flag delays or process deviations to the Manager
Escalate unresolved or complex issues appropriately while ensuring patient satisfaction

4. Billing & Documentation:

Verify bills and payment collection at the point of service; highlight discrepancies and share daily reports of incomplete transactions
Ensure scanning and uploading of all relevant documents in the EMR/billing system for compliance and audit trail
Maintain clear, complete, and accurate service records

5. Quality, Grooming & Protocol Adherence:

Ensure grooming, telephonic communication, and etiquette standards are followed as per hospital policy
Uphold protocols for handling patients and attendants/visitors with courtesy and professionalism
Continuously strive to meet and exceed Net Promoter Score (NPS) and patient satisfaction benchmarks

6. Shift Operations & Coverage:

Work across all three shifts to ensure 24/7 coverage and continuity of services for Hospital @Home clients
Maintain seamless handovers and communication between shifts to support uninterrupted care delivery

Key Competencies:

Service Orientation & Empathy
Communication & Interpersonal Skills
Attention to Detail & Time Management
Problem-Solving and Escalation Handling
Digital Literacy & Documentation Accuracy
Professionalism and Brand Representation

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