Executive – Customer Experience-Mysore

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.
• Make bookings (reservations) for the beds if required; book appropriate bed type.

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

Administrative:

• Understand Hospital Information System for carrying out billing jobs. Prepare bills by entering all lab orders, medications, and services given to patients.
• 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.

Fulfilling the Service Vision & Inter-department Coordination:

• 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.