A. Sales & Conversion Responsibilities (Revenue Mandate)
OPD-to-IPD Conversion: Engage with every patient receiving an admission or surgery recommendation and secure immediate financial closure/commitment.
Financial Counselling: Present Provisional Estimates clearly and empathetically—explaining inclusions, exclusions, expected expenses, and SSO’s value proposition.
TPA/Insurance Coordination: Parallelly initiate financial clearance with the TPA/Insurance Desk while counselling the patient to reduce admission delays.
Objection Handling: Address concerns on cost, necessity of treatment, and second opinions by actively coordinating with Consultant Assistants.
Data Capture: Accurately update all interactions, conversion status, objections, and decision reasons in CRM/assigned sheets.
Google Review Collection: Encourage and assist patients in sharing reviews; gather feedback as part of internal experience metrics
B. Admission & Service Delivery (End-to-End Journey)
Admission Coordination: Ensure smooth onboarding and meet target Admission TAT by collaborating with
billing, nursing, and floor teams.
In-Stay Patient Support: Act as the Single Point of Contact (SPOC) for all non-clinical requirements. Conduct twice-daily rounds with Floor Managers to proactively identify issues in food, housekeeping, communication, or delays.
Surgery Coordination: Educate and guide patients regarding pre-operative requirements, consent, timelines, and expectations—along with Nursing.
Discharge Management: Coordinate with billing, pharmacy, and nursing to achieve target Discharge TAT.
Post-Discharge Follow-Up: Conduct mandatory follow-up within 48 hours for comfort check, compliance, and satisfaction.
Review / Feedback Collection: Assist in collecting Google reviews and internal feedback in collaboration with Floor Managers on the day prior to discharge.