Patient Counsellor

Job Description – Patient Counsellor

Organization: Purple Heron Hospitals

Location: Jaipur, Rajasthan

Department: Patient Care Services

Reporting To: Hospital Administrator / Clinical Coordinator

Position SummaryThe Patient Counsellor will serve as a key point of contact for patients and their families, ensuring a smooth, compassionate, and informed healthcare journey. The role involves counselling patients regarding treatment plans, hospital services, financial estimates, admissions, and post-treatment coordination while maintaining high standards of patient satisfaction and confidentiality.

• Key ResponsibilitiesPatient Interaction & CounsellingCounsel patients and attendants regarding diagnosis, treatment procedures, hospital protocols, and expected outcomes as guided by doctors.
• Provide emotional support and reassurance to patients and families during treatment and recovery.
• Explain admission, discharge, insurance, and billing processes clearly.
• Coordination & SupportCoordinate between doctors, nursing staff, diagnostics, and billing departments for seamless patient care.
• Assist patients in scheduling appointments, investigations, procedures, and follow-ups.
• Ensure timely communication of treatment plans and updates to patients and attendants.
• Financial & Insurance GuidanceShare treatment package details and cost estimates with transparency.
• Coordinate with insurance/TPA teams for approvals and documentation support.
• Assist patients in understanding payment procedures and available healthcare schemes.
• Patient Experience ManagementHandle patient queries, concerns, and grievances professionally and empathetically.
• Maintain high patient satisfaction through proactive communication and service orientation.
• Follow up with patients post-discharge for feedback and continuity of care.
• Documentation & ComplianceMaintain accurate patient counselling records and reports.
• Ensure confidentiality of patient information as per hospital policies and legal guidelines.
• Support hospital quality initiatives and patient care standards.
• Required QualificationsBachelor’s degree in Healthcare Management, Psychology, Social Work, Nursing, or related field.
• Prior experience in hospital counselling, patient relations, healthcare coordination, or customer service preferred.
• Freshers with strong communication and interpersonal skills may also apply.
• Required SkillsExcellent verbal and written communication skills in Hindi and English.
• Strong interpersonal and counselling abilities.
• Empathy, patience, and problem-solving mindset.
• Ability to work in a fast-paced hospital environment.
• Good coordination and organizational skills.
• Basic computer knowledge and familiarity with hospital software systems.
• Preferred AttributesExperience in NABH-accredited hospitals preferred.
• Knowledge of insurance/TPA processes will be an advantage.
• Strong patient-centric approach and professional conduct.
• Working ConditionsRotational shifts as per hospital operations.
• Ability to handle sensitive situations with professionalism and composure.
• CompensationSalary: As per industry standards and candidate experience.
• Additional incentives/performance benefits may be applicable.