Job Title

Job Summary: The Grievance Manager is responsible for managing patient onboarding, hospital coordination, NBFC (non-banking financial company) financing processes, and resolving any patient-related queries or grievances. This role ensures a smooth and transparent experience for patients during admission, treatment, and discharge processes, while coordinating with internal teams and external finance/insurance partners. Key Responsibilities: Team Management Lead and manage the grievance handling team effectively. Ensure timely resolution of all patient-related issues and escalations. Communication & Coordination Maintain strong communication with patients, relatives, hospitals, NBFCs, and insurance companies. Counsel patients and families regarding treatment plans, financing options, and documentation. Patient & Hospital Onboarding Oversee onboarding of hospitals and patients onto internal systems. Ensure completion and verification of all required documents. Admission & Eligibility Confirm patient admissions and validate required documentation. Conduct eligibility checks for financing and initiate communication with insurance companies and insurance companies / HR / Hospitals. NBFC Finance Management Coordinate with NBFCs for patient financing. Handle loan counselling, loan application verification, disbursement, and reimbursement processes. Resolve NBFC-related queries and follow up for disbursements. Billing & Documentation Manage eligibility queries, interim bill corrections, and collections. Verify interim bills and manage discharge processing with doctors. Handle DDP (Discharge Doctor Processing) queries. PMO Coordination Manage PMO-related processes and queries. Ensure proper documentation and data tracking for PMO cases. Requirements: Proven experience in hospital operations, patient services, or finance coordination. Strong communication, problem-solving, and leadership skills. Familiarity with NBFC and insurance processes is a must. Basic understanding of medical billing and documentation. Qualifications Bachelor's degree or equivalent experience Microsoft Office (Outlook, Excel, Word, PowerPoint, etc.) Organized Strong leadership skills