The Officer-VIP Concierge Services will be the first point of contact for guests to get help with their errands and appointments. S/He will be responsible for extending premium hospitality and exquisite service to the VIP patients/guests across all departments/units, while operating at the highest level of discretion and confidentiality. S/He will ensure and maintain all day-to-day activities of the Department, improve all operational processes, and monitor effectiveness for the Department.

• Coordinates with the VIP Team Lead on patient expectations and patient category type.
• Coordinates with the VIP Team Lead to book the VIP patient appointments and ensure their visit is organized and set prior to the date of visit.
• Prepares a registry log (one day before) that includes all the VIP patient details (MRN – Appointments – Timings – Clinics – insurance details – other requirements).
• Shares the patient visit route/details on the VIP Patient Group.
• Welcomes the patient on the day of appointment and stays with them throughout the duration of the visit (all VIP patients).
• Greets all guests with appropriate manners & curtsey and arrange pre-consultation requirements as necessary.
• Guides patient to consultant`s room when the consultant is ready to see the patient after ensuring all the required registration and billing aspects have been done.
• Guides the patients regarding investigation, medication & follow-up visit.
• Updates respective consultant(s) regarding patient`s attendance and status as & when required.
• Tries to accommodate the patient after discussion with the consultant or arranges an alternate service option without offending the patient in case of exceptional cases.
• Registers the patient on the system, creates their Medical Record Number (MRN), and inputs all their insurance/financial details in the system.
• Issues bills and invoices for all VIP patients as per their visit and episodes.
• Schedules all required appointments and coordinates the smooth fast-tracked flow through those appointments.
• Acts as the direct line of contact between the patients and their clinical team.
• Handles all aspects of a VIP’s patient journey as instructed by the VIP Team Lead.
• Responds to special requests from patients and provides prompt follow-up as needed to ensure needs are met with full satisfaction.
• Initiates and connects in-person and by phone with VIP patients for their feedback and inputs to ensure all services are executed with highest level of patients’ service.
• Follows up with patients on any upcoming services ordered or required and any medical reports.
• Strong Knowledge of the Healthcare industry.
• Computer literacy, including the use of word processing and other software packages.
• Genuine interest in working within a caring environment.
• Team Player.
• Ability to communicate effectively at all levels.
• High degree of self-organization.
• Ability to spot and solve problems, requiring effective decision-making skills.
• Ability to work long hours, often under pressure.
• Ability to multi-task in a fast-paced environment.
• self-driven with a strong ability to work with minimal supervision.
• Ability to think critically and analyze information with efficient solution generating skills.