Field Sales Executive

Role Title

Health Safety Officer (HSO)

Department

Clinical Operations

Reporting To

Center Manager

Location

Narayana Clinics

Employment Type

Full-time

Role Purpose

The Health Safety Officer (HSO) plays a critical role in ensuring continuity of care and patient safety after the doctor consultation. The HSO guides patients through their prescriptions, investigations, referrals, and next steps, enabling same-day (D-0) service completion for diagnostics, radiology, and cross-consultations.

The role focuses on patient clarity, clinical compliance, conversion of advised services, and accurate documentation, while ensuring a smooth and safe post-consultation journey.

Key Responsibilities

1. Patient Counselling & Care Navigation

· Receive patients at the Post-Consultation / Care Navigator Desk.

· Explain prescriptions, investigations, referrals, and next steps in clear, patient-friendly language.

· Educate patients on the clinical importance, urgency, and benefits of the advised services.

· Encourage and facilitate same-day (D-0) completion of:

o Laboratory tests

o Radiology investigations

o Cross-consultations

2. Prescription Scrutiny & Clinical Accuracy

· Scrutinize 100% of doctor prescriptions for:

o Laboratory tests

o Radiology

o Cross-consultations

o Hospital referrals

· Ensure that no advised service is missed, misunderstood, or incorrectly communicated.

· Clarify any ambiguities with doctors or care teams when required.

3. Billing & Booking Support

· Support patients in completing billing via:

o Self-service kiosks

o Billing links

o Front-office coordination (if required)

· Ensure correct selection of packages, plans, tariffs, and services.

· Coordinate with diagnostics and radiology teams to schedule appointments for the same day or as per urgency.

4. Referral & Care Coordination

· Identify all hospital referrals from doctor prescriptions.

· Transfer referral details to:

o Patient Service Officers (PSOs)

o Referral management teams

· Coordinate with internal teams to ensure seamless referral handover and follow-through.

5. System Updates & MIS

· Update YASA / referral trackers daily with:

o Services advised

o Conversion status

o Follow-up remarks

· Maintain accurate admission and referral lead trackers.

· Share daily MIS on:

o Advisories vs conversions

o D-0 conversion rates

o Referral volumes

6. OPD Flow & Patient Movement

· Support Front Office and Vitals teams to:

o Reduce OPD congestion

o Ensure smooth movement of patients post-consultation

· Act as the single point of clarity for patients after the doctor visit.

7. Compliance & Quality

· Adhere to all SOPs related to:

o Patient communication

o Billing & documentation

o Data accuracy and reporting

· Ensure confidentiality, ethical counselling, and patient safety at all times.

Key Performance Indicators (KPIs)

· 100% Prescription Scrutiny Compliance

· D-0 Conversion Rate (Lab, Radiology, Cross-Consults)

· Referral Volume Achievement

· Accuracy & Timeliness of YASA / MIS Updates

· Patient Experience & Feedback Scores

· SOP & Compliance Adherence

Eligibility & Experience

Educational Qualification

· Graduation or equivalent healthcare-related qualification

· Certification in healthcare operations or patient counselling is an added advantage

Experience

· 1–4 years of experience in:

o OPD operations

o Patient counselling

o Diagnostics / hospital front-end roles

· Prior experience in clinics, hospitals, or diagnostic centers preferred

· Exposure to billing systems, EMR, or healthcare MIS tools is desirable

Skills & Competencies

Technical & Functional Skills

· Strong understanding of:

o OPD workflows

o Diagnostics & radiology processes

o Basic billing and healthcare systems

· Ability to read and interpret clinical prescriptions

· Proficiency in MS Excel / Google Sheets for MIS and tracking

Behavioral & Soft Skills

· Excellent communication and counselling skills

· High patient empathy and service orientation

· Ability to influence patients without being sales-driven

· Strong attention to detail and accuracy

· Ability to multitask in a high-volume OPD environment

• It is a Full Time Field Sales job for candidates with 0 - 1 years of experience.