Junior Executive, Patient Relations/Billing/Call Center

• Welcome patients and provide clear information about hospital services, procedures, and available facilities.
• Screen new, returning, referred, emergency, and pediatric patients and guide them to the appropriate department or service point.
• Provide immediate assistance to emergency and vulnerable patients by directing them to the ticket counter and coordinating priority services with the concerned department in-charge.
• Distribute registration forms, assist patients in completing them, and direct them to the relevant ticket counter.
• Prepare patient files accurately and enter required information into the hospital management software for future reference.
• Organize patients into registration groups and announce their names and serial numbers through the microphone for consultation with optometrists.
• Ensure doctors’ nameplates are properly displayed and that consultation rooms are clean and equipped with necessary facilities.
• Deliver patient files to the assigned optometrist or doctor on time.
• Explain prescribed medicines, optical products, and follow-up appointment schedules to patients.
• Direct patients requiring surgery, diagnostic tests, admission, or additional consultation to the counselor along with their relevant files.
• Immediately notify the concerned in-charge about emergency health situations involving patients or attendants and assist in arranging necessary services.
• Play relevant service information and health-awareness audio announcements in the OPD area at scheduled intervals.
• Escort patients to subspecialty departments, diagnostic rooms, operating theaters, wards, or Day Care Surgery (DCS) units when required.
• Before leaving the workplace, ensure the safety and security of medical equipment, electrical switches, keys, and other assigned resources.

Medical Records

• Record the Medical Record (MR) numbers of scheduled POPD patients on tracer cards and retrieve the required files from storage.
• Receive file requests from different departments by phone and promptly locate and deliver the requested files.
• Prioritize the retrieval and delivery of files for emergency and vulnerable patients.
• Collect patient files from different departments after consultations and return them to the Medical Records Department (MRD).
• Maintain manual registers and properly organize documentation for both new and existing patient files.
• Ensure proper preservation and special handling of VIP, police-case, and deceased-patient records.
• Provide authorized files for audits, education, research, certificates, police cases, and other official purposes.
• Prepare management reports and maintain accurate documentation and records as required.
• Protect the confidentiality, security, and integrity of patient records and restrict access to authorized personnel.
• Identify eligible inactive/old files for recycling while following the approved procedures.
• Regularly inspect, organize, and scan files stored in the MRD racks.
• Identify inactive files and relocate them appropriately to create storage space for new records.

Billing

• Maintain professional and courteous communication with patients throughout the billing process.
• Coordinate with relevant stakeholders to ensure bills and invoices are prepared accurately.
• Reconcile collected cash and hand it over to the authorized representative of the Finance & Accounts Department.
• Explain hospital services, charges, and applicable tariffs to patients when required.
• Listen to patient billing-related questions and resolve or escalate them appropriately.
• Carry out other relevant duties assigned by the supervisor.
• Process invoice refunds and cancellations in accordance with established SOPs.