Patient Care

Full job description

Patient Counsellor

Role Overview: We are looking for a compassionate and confident Patient Relationship Executive who can guide patients and families through their treatment journey, explain hospital services, coordinate with doctors, and help patients make informed treatment decisions. The role requires strong communication skills, empathy, follow-up ability

Key Responsibilities:

• Talk to patients and attendants to understand their medical concerns and guide them regarding available treatment options

• Explain hospital services, treatment process, packages, facilities, and doctor recommendations in a simple and supportive m

• Coordinate with doctors, nursing, billing, diagnostics, and IPD/OPD teams for smooth patient management.

• Follow up with patients who visited OPD, shared reports, or enquired about treatment. Build trust and confidence so patients continue treatment with the hospital.

• Assist patients in admission, investigations, scheduling, insurance/Ayushman guidance, and treatment planning.

• Handle patient objections, financial concerns, and treatment-related doubts professionally and empathetically.

• Maintain proper updates in CRM/HMS regarding patient discussions and follow-ups.

• Ensure high patient satisfaction and positive patient experience throughout the treatment journey.

• Meet daily follow-up and patient conversion targets assigned by management

Required Skills:

• Good communication and counselling skills

• Ability to convince and handle emotional conversations

• Patient-friendly and empathetic attitude

• Basic understanding of hospital operations preferred

• Comfortable with phone calls and in-person counselling

• Hindi communication mandatory; English communication preferred

• Experience in healthcare, pharma, insurance, telesales, counselling, or customer relationship roles preferred

Qualification :

• Graduate preferred

• Experience in hospital counselling / sales / patient coordination preferred

• Performance Metrics (KRA) :

• Patient follow-up completion

• OPD to IPD conversion

• Treatment conversion ratio

• Patient satisfaction and retention

• Daily call and counselling productivity

• CRM/HMS update discipline

• It is a Full Time Nurse / Compounder job for candidates with 1 - 6+ years Experience.