Service Excellence Coordinator Job in Narayana Health

Service Excellence Coordinator

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Job Summary

Roles and Responsibilities

Welcome, identify & address the patients at the entrance/ lobby.

Assess if patient needs movement support (Wheelchair/ trolley etc.)

Serve as a primary source for customer service assistance and ensuring customer satisfaction

Understand the need of the patient and plan a smooth workflow based on the need

Be well acquainted with the processes and protocols of OPD and admissions in the hospital

Help patients in registering/billing / escort the patients to service areas.

Help the patients for download & install NHcare APP and promote registration, payments through NH care APP.

Manage key customers VIPs/ Govt. Officials/ Police/ Media etc.

Help patients organize documents/ files

Maintain confidentiality of patient details that is in possession of the Patient Care Coordinator

Service alongside patients instead of directing them to various counters & be their point of contact throughout their time in the hospital.

Coordinate constantly between departments like radiology, lab, pharmacy, billing, discharge etc. for the patients.

Coordinate referrals for other doctors and keep the treating doctor also informed.

Assist in getting estimates on further treatment and admission as advised by the treating doctor.

Post consultation, educate the patient about appointment system through NHcare APP.

Help the patient to post a review in Google after they avail complete service in the hospital.

Follow up with patient and/or with staff to ensure that the query is resolved.

Collect feedback from patients & escalate report to customer care supervisor for taking corrective measures.

Experience Required :

0 to 1 Years

Vacancy :

2 - 4 Hires

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