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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

• Conduct comprehensive psychosocial assessments and diagnostic evaluations.
• Develop and implement individualized treatment plans for clients.
• Provide evidence-based psychotherapy and counseling services via telehealth.
• Manage a caseload of clients with diverse mental health needs.
• Perform crisis intervention and risk assessment.
• Offer case management and advocacy services to connect clients with community resources.
• Maintain accurate and timely clinical documentation in compliance with ethical and legal standards.
• Collaborate with a multidisciplinary team of mental health professionals.
• Participate in case consultations, supervision, and professional development activities.
• Ensure adherence to ethical guidelines and best practices in social work.
• Empower clients to achieve their therapeutic goals and enhance their overall quality of life.

• Master's degree in Social Work (MSW) from an accredited program.
• Current and valid LCSW (Licensed Clinical Social Worker) or equivalent clinical license.
• Minimum of 5 years of post-licensure clinical experience in mental health settings.
• Proficiency in various therapeutic modalities (e.g., CBT, DBT, family therapy).
• Strong understanding of mental health diagnoses, treatment approaches, and community resources.
• Excellent assessment, diagnostic, and intervention skills.
• Proficiency in utilizing telehealth platforms and electronic health records (EHR) systems.
• Strong communication, interpersonal, and active listening skills.
• Ability to work independently and manage time effectively in a remote setting.
• Commitment to ethical practice and ongoing professional development.

• Supervise and lead the daily activities of the environmental services team to ensure efficient and effective cleaning and sanitation.
• Develop, implement, and enforce cleaning procedures and schedules in accordance with healthcare best practices and regulatory requirements.
• Conduct regular inspections of all areas to ensure high standards of cleanliness and hygiene are met.
• Train and mentor environmental services staff on proper cleaning techniques, safety procedures, and infection control protocols.
• Manage inventory of cleaning supplies, equipment, and chemicals, ensuring adequate stock levels and proper storage.
• Respond promptly to cleaning and sanitation emergencies.
• Collaborate with other hospital departments to address specific cleaning needs and ensure patient safety.
• Maintain records related to staff performance, training, supply usage, and incident reports.
• Ensure compliance with waste management protocols and hazardous material handling procedures.
• Implement and promote a culture of safety and continuous improvement within the environmental services department.
• Assist in the development and management of the departmental budget.

• High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
• Minimum of 5 years of experience in environmental services, with at least 2 years in a supervisory role within a healthcare setting.
• Thorough knowledge of cleaning methods, materials, and equipment used in healthcare facilities.
• Strong understanding of infection control principles and regulatory requirements for healthcare sanitation.
• Proven leadership and team management skills, with the ability to motivate and guide staff.
• Excellent organizational and time management skills.
• Strong communication and interpersonal skills.
• Ability to work flexible hours, including weekends and holidays, as needed.
• Proficiency in basic computer skills for record-keeping and communication.
• Certification in infection control or environmental services management is advantageous.

• Lead and mentor a team of nurses, caregivers, and allied health professionals.
• Develop, implement, and evaluate comprehensive care plans for elderly clients.
• Conduct clinical assessments and health status reviews.
• Ensure adherence to all relevant healthcare regulations, standards, and best practices.
• Manage staff schedules, performance, and professional development.
• Oversee medication management and administration protocols.
• Liaise with families, physicians, and other healthcare providers to ensure coordinated care.
• Develop and deliver training programs for staff on best practices in elderly care.
• Monitor and manage client outcomes, implementing improvements as needed.
• Handle administrative duties, including record-keeping, reporting, and budget oversight, with flexibility for remote work.
• Act as a key point of contact for client and family concerns.

• Registered Nurse (RN) qualification or a degree in a relevant healthcare discipline (e.g., Gerontology, Public Health).
• Minimum of 5 years of experience in clinical practice, with a significant focus on elderly or geriatric care.
• Proven leadership or supervisory experience in a healthcare setting.
• In-depth knowledge of geriatric health conditions, chronic disease management, and palliative care.
• Strong understanding of healthcare regulations and quality standards.
• Excellent clinical assessment, critical thinking, and problem-solving skills.
• Exceptional interpersonal, communication, and conflict resolution abilities.
• Ability to manage time effectively and prioritize tasks in a hybrid work environment.
• Proficiency in electronic health record (EHR) systems and other relevant software.
• Empathy, patience, and a genuine commitment to improving the lives of seniors.