Patient Experience Executive - IPD - OPD

The Patient Experience Executive - IPD / OPD will support patient counselling, guest service, telephone handling, patient accounting coordination, service guidance, and patient experience improvement at Sir HN Reliance Foundation Hospital, Mumbai. This requires graduate qualification preferred with 3–8 years of experience. Salary range is 3.5–8.5 LPA.

Roles & Responsibilities

• Handle IPD and OPD patient enquiries, service guidance, and patient support communication.
• Support patient counselling, guest service, appointment coordination, and telephone handling.
• Coordinate with billing, accounts, front office, nursing, diagnostics, pharmacy, and patient care teams.
• Guide patients regarding billing process, report collection, consultation flow, and hospital services.
• Track patient complaints, concerns, service delays, and satisfaction feedback.
• Maintain patient communication logs, feedback records, complaint trackers, and service reports.
• Support patient accounting coordination and billing-related service communication.
• Communicate with patients and attendants politely, clearly, and professionally.
• Escalate unresolved patient concerns or service gaps to seniors promptly.
• Maintain confidentiality of patient and hospital information.
• Support service recovery, guest experience, and patient relationship activities.
• Ensure smooth, respectful, and patient-centered IPD / OPD experience.