Executive - Markeitng

Key Roles & Responsibilities

1. Doctor Referral MIS Management

• Maintain accurate MIS for all patients routed through doctor referral channels.
• Track referral source, referring doctor, specialty, consultant, admission, discharge, treatment/procedure, and case status.
• Maintain doctor-wise, specialty-wise, and period-wise referral data.
• Track referral cases from initial lead/referral through admission and discharge.
• Prepare daily, weekly, and monthly referral MIS for management review.
• Ensure accuracy and completeness of referral data and supporting documentation.
• Support analysis of referral volumes, conversions, revenue, and referral trends.
• Coordinate with Finance, Billing, Operations, and Marketing teams for reconciliation of referral-related data.

2. Doctor Payout Management

• Prepare and maintain doctor referral payout data as per approved organizational processes and applicable agreements.
• Verify eligible cases against referral records, billing details, payment realization, and supporting documents before payout processing.
• Prepare doctor-wise payout statements and supporting MIS.
• Coordinate with Finance/Accounts for payout processing and reconciliation.
• Track pending payouts and follow up for timely closure.
• Maintain proper documentation and records of payout processing for audit and internal review.
• Escalate discrepancies in referral attribution, payout calculations, or supporting data to the Reporting Manager.
• Maintain confidentiality of commercial and payout-related information.

3. Vendor Management

• Coordinate with approved vendors/service providers supporting Marketing activities.
• Maintain vendor details, agreements, quotations, invoices, and other relevant documentation.
• Coordinate vendor requirements for marketing programs, promotional activities, events, or other departmental requirements.
• Verify vendor bills and supporting documents before forwarding them for approval/payment.
• Follow up with Finance/Procurement for timely processing of approved vendor payments.
• Monitor service delivery and escalate delays or quality concerns to the Reporting Manager.
• Maintain vendor-wise payment and pending status records.

4. Doctor Referral Patient Handling & Coordination

• Act as the primary coordination point for patients routed through the doctor referral channel.
• Receive referral information and coordinate with the appropriate consultant, specialty, and hospital service team.
• Provide necessary guidance to patients/attendants regarding the admission process and required formalities.
• Ensure appropriate communication and coordination with referring doctors wherever required.
• Maintain professional communication and confidentiality throughout the patient journey.

5. Admission to Discharge Coordination

• Facilitate smooth admission of referred patients by coordinating with Admission, Bed Management, Billing, Insurance/TPA, Nursing, and relevant clinical departments.
• Track the patient's journey and follow up on operational requirements during hospitalization.
• Coordinate with concerned departments to address service delays or administrative issues impacting the patient experience.
• Facilitate coordination for investigations, procedures, transfers, billing, and other non-clinical requirements when intervention is required.
• Monitor planned discharge and coordinate with the concerned teams to minimize avoidable administrative delays.
• Ensure referred patients receive appropriate support until completion of discharge.
• Escalate unresolved or critical service issues to the appropriate authority for timely resolution.

6. Referral Case Follow-Up

• Maintain a tracker for all active, admitted, discharged, pending, and closed referral cases.
• Follow up with internal stakeholders on pending referrals and admissions.
• Track referred cases that did not convert and update the appropriate status/reason in MIS.
• Communicate relevant case status to the Marketing team and authorized stakeholders.
• Follow up after discharge where required to ensure closure of the referral case and documentation.

7. Billing & Finance Coordination

• Coordinate with Billing and Finance teams for referral case reconciliation.
• Verify relevant billing and discharge information required for MIS and payout processing.
• Follow up on payment realization/status wherever it is linked to approved payout processing.
• Identify and highlight discrepancies between referral MIS, patient records, and financial information.
• Maintain supporting records for reconciliation and audit requirements.

8. Internal Stakeholder Coordination

Coordinate closely with:

• Marketing & Business Development
• Consultants and Clinical Teams
• Admission & Bed Management
• IP/OP Operations
• Billing & Finance
• Insurance/TPA
• Patient Services
• Medical Records
• Procurement
• IT/HIS Support

Ensure effective information flow and timely resolution of referral-related operational requirements.

9. Documentation & Compliance

• Maintain organized and confidential records of referral cases, payouts, vendors, approvals, and supporting documents.
• Ensure data is updated accurately in the relevant MIS/HIS/CRM systems as applicable.
• Ensure activities are carried out as per approved hospital policies, processes, and authorization levels.
• Support internal audits and provide required documentation relating to referrals, payouts, and vendors.
• Maintain strict confidentiality of patient, doctor, financial, and organizational information.

10. Marketing Department Support

• Support the Marketing team in referral-related business development activities.
• Assist in preparing referral performance reports and management presentations.
• Coordinate approved doctor engagement activities, meetings, and departmental programs.
• Support specialty-wise and consultant-wise referral analysis.
• Assist in identifying inactive or declining referral sources through MIS trends.
• Support Marketing campaigns, events, CMEs, doctor engagement programs, and other approved promotional activities.
• Coordinate operational requirements for marketing initiatives when assigned.
• Provide necessary backend support for Doctor Referral Marketing activities.

11. Additional Responsibilities

• Perform any other marketing, patient coordination, MIS, vendor management, administrative, or business development responsibilities assigned by the Reporting Manager or Hospital Management from time to time, based on organizational requirements.

Key Performance Indicators – KPIs