Front office executives ensure that the patient has a unique identification Hospital number. The patients/ relatives are escorted by the PROs to the Admission desk. The admission desk ensures the following steps are carried out: Explain and share details regarding the procedure / room tariff for various categories available and give an estimate for the cost of the procedure. Patients with insurance cover: Minimal advance is received and pre-authorisation sent to the insurance company. Insurance Help Desk with the Insurance desk behalf of the patient or relatives to ensure that pre-authorisation is received as per eligibility. PROs accompany the patient/relatives to the allotted floor where the patients are received by nurses, is a single-point contact for addressing patients' / companions' needs during their stay.
Inipatient PRO is IP team is responsible for coordinating with various departments like F&B, housekeeping, diagnostics to ensure a safe and comfortable stay for the patient as well as the companion.
Discharge Process: The discharge process is simple. When the patient is ready for discharge, all the the concerned departments are intimated, the discharge summary prepared and the unused medicines are returned. The discharge medicines are explained, items like thermometer/hand sanitizer etc are handed over to the patients/relatives and the bill is cleared on via cash/ credit card at the ground floor cash counter. The final bill is handed over to the patient/companion and the bill is cleared on the individual floor via cash/credit card. The companion needn't go to the main bill/cash collection counters.
In case of insurance, an immediate intimation to the concerned TPA is sent with the final bill for final clearance and coordinated by the Insurance team. If there is any deny in the payment by the Insurance and then Patient has to pay, in full. Feedback is collected.