Patient Management or Relationship Officer

Job Description

About Kalash Services

Kalash Services Pvt. Ltd. is a leading Business Process Outsourcing (BPO) company based in Lalitpur, Nepal, providing high-quality inbound and outbound customer support solutions. We are committed to delivering exceptional service through innovation, technology, and a highly skilled workforce.

Role Descriptions

The Patient Management or Relationship Officer is responsible for coordinating and supporting patients throughout their inquiry or treatment journey, ensuring clear communication, timely coordination, proper documentation, and a positive patient experience while maintaining confidentiality and professionalism.

Patient Coordination

• Serve as the primary coordination point for patients throughout their treatment journey.
• Coordinate patient appointments, consultations, investigations, procedures, and follow-ups.
• Ensure patients receive timely information regarding their scheduled appointments and treatment-related requirements.
• Coordinate with doctors, nurses, embryologists, clinic or hospital staff, and other departments for smooth patient flow.
  
  

Treatment Coordination

• Monitor patient treatment schedules and coordinate required appointments and procedures.
• Follow up with patients regarding required tests, reports, medications, appointments, and treatment milestones, as instructed by the clinical team.
• Ensure patients understand the next steps communicated by the medical team.
• Escalate clinical questions, concerns, or complications to the appropriate medical professional rather than providing medical advice independently.
  
  

Patient Communication and Support

• Maintain regular and professional communication with patients through phone, email, messaging platforms, or in person.
• Address routine patient queries and coordinate responses from the relevant clinical or administrative team.
• Support patients in understanding clinic procedures, documentation requirements, appointment schedules, and administrative processes.
• Handle patient concerns professionally and escalate complaints when required.
  
  

Records and Documentation

• Maintain accurate and up-to-date patient coordination records.
• Ensure required forms, reports, consent documents, and administrative records are properly collected and maintained.
• Maintain strict confidentiality of patient information and comply with applicable privacy and clinic policies.
  
  

Billing and Administrative Coordination

• Coordinate with the billing/accounts team regarding treatment packages, payments, pending amounts, and related administrative matters.
• Provide patients with approved information regarding charges and payment procedures.
• Coordinate required documentation for insurance or other approved payment arrangements, where applicable.
  
  

Patient Follow-up

• Conduct timely follow-ups with patients regarding appointments, investigations, procedures, and other treatment-related requirements.
• Maintain follow-up schedules and ensure pending patient matters are appropriately tracked.
• Coordinate post-procedure or post-consultation follow-ups as directed by the clinical team.
  
  

Patient Experience

• Ensure patients receive professional, respectful, and compassionate service throughout their interaction with the clinic.
• Identify service gaps or recurring patient concerns and report them to the appropriate supervisor.
• Maintain smooth patient movement and minimize unnecessary waiting or communication delays.
  
  

Confidentiality and Compliance

• Maintain strict confidentiality of patient medical, personal, financial, and treatment-related information.
• Follow the required SOPs, ethical standards, safety requirements, and instructions from authorized clinical personnel.
• Ensure that no medical information, diagnosis, treatment recommendation, or medication instruction is communicated without authorization from the appropriate healthcare professional.
  
  

Reporting and Coordination

• Maintain daily/weekly patient coordination records and reports as required.
• Report pending cases, appointment issues, patient concerns, and operational challenges to the supervisor.
  
  

Coordinate with internal teams to ensure timely resolution of patient-related matters.

Requirements

• Bachelor’s degree in Healthcare/Hospital Management, Business Administration, or related field.
• 2-3 years of experience in patient coordination, healthcare administration, or customer service preferred.
• Strong communication, coordination, and follow-up skills.
• Good patient handling, empathy, and interpersonal skills.
• Basic knowledge of patient/hospital management processes.
• Good documentation and MS Office/Google Workspace skills.
• Ability to maintain confidentiality and professionalism.
• Ability to work under pressure and handle multiple tasks.
  
  

Key Competencies

• Patient/customer service and communication skills
• Strong coordination and follow-up skills
• Empathy and emotional sensitivity
• Attention to detail and documentation
• Confidentiality and professional ethics
• Ability to work under pressure
• Teamwork and interpersonal skills
• Basic understanding of Hospital/ Patient Management
• Problem-solving and escalation skills
  
  

Skills: documentation,communication,healthcare,confidentiality,administrative,management