Patient Care Exec @Home Care(Aviation/Hospitality)

Job Title: Patient Care Executive Home Care Department, preferable from Aviation or hospitality sector Department: Hospital @Home / Home Care Location: Charni Road, Mumbai Reporting To: Manager Hospital @Home Services Shift Timings: Rotational Shifts (Last shift ends at 10:00 PM) Employment Type: Full-Time Job 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