QP - Patient Relations Associate - PWD

Qualification Pack
Patient Relations Associate

QP Code: PWD/HSS/Q6102
Version: 1.0
NSQF Level: 5
Skill Council for PwD || 501, City Centre, 5th Floor, 12/5, Plot 5, Sector 12, Dwaraka
New Delhi 110076
Adoption of Job Role for PwD : Job mapping is critical for skill training of PwD so that the livelihood
NSQC Approved || Skill Council for PwD 1

Qualification Pack
opportunity looks at him/ her not because he/ she is having a disability but because of the skill.
Mapping with a disability involves research with subject matter experts (SMEs) with a view on the
industry requirement without compromising on performance outcome. In cases, mapping is also
supported by the use of assistive tools/ technology.
Expository Mapped Parameters
Sector PwD
Originating SSC Healthcare
Original QP code HSS/Q6102
QP Version 1.0
Expository Next Review Date 22/08/2022
Expository Expository Minimum Entry Expository

Expository Name
Code Version Criteria Linked On
Graduate with NA
E001 1.0 Locomotor Disability 24/02/2022
Experience
Or Certificate-NSQF
(Level 4 - Hospital
FrontDesk
Coordinator) with 2
years of experience
Low-vision (Visual Graduate with NA

E003 1.0 24/02/2022
Impairment) Experience
Or Certificate-NSQF
(Level 4 - Hospital
FrontDesk
Coordinator) with 2
years of experience
NSQC Approved || Skill Council for PwD 2

Qualification Pack
Contents
HSS/Q6102: Patient Relations Associate ..................................................................... 4
Brief Job Description ............................................................................................4
Applicable National Occupational Standards (NOS) ...............................................................4
Compulsory NOS ........................................................................................... 4
Qualification Pack (QP) Parameters ...........................................................................4
HSS/N6104: Assess patient requirement and act accordingly ............................................. 6
HSS/N6105: Prepare for patient admission, registration & direct patient to accurate unit as per
medical advice ................................................................................................. 13
HSS/N6106: Liaise & coordinate with healthcare team for effective patient management .............. 21
HSS/N6107: Assist & coordinate during discharge & referral services & TPA services .................... 26
HSS/N6108: Facilitate billing & process cash/credit transactions ............................................ 33
HSS/N9615: Maintain interpersonal relationship with patients, colleagues and others ................... 38
HSS/N9616: Maintain professional & medico-legal conduct ................................................... 44
HSS/N9617: Maintain a safe, healthy and secure working environment ..................................... 50
HSS/N9618: Follow infection control policies & procedures including biomedical waste disposal
protocols ........................................................................................................ 55
Assessment Guidelines and Weightage...................................................................... 60
Assessment Guidelines ............................................................................................................... 60
Assessment Weightage ............................................................................................................... 61
Acronyms ........................................................................................................................................... 63
Glossary ............................................................................................................................................. 64
NSQC Approved || Healthcare Skill Council of India 3

Qualification Pack
HSS/Q6102: Patient Relations Associate
Brief Job Description
Individuals in this job are responsible for counseling, assisting and supporting patients & visitors as per
their needs along with effectively managing front desk services in a healthcare setup without giving any
opinions/assurances on clinical matters. They perform certain administrative task such as maintenance of
records, paperwork, billing, basic management concepts & computer knowledge etc.
Personal Attributes
The job requires individuals to have good communication and interpersonal skills along with a pleasing
personality to counsel & attend to all sorts of enquiries with efficient rapport building. The job requires
individuals to possess key qualities such as patience, confidence, maturity, compassion, patient centricity,
good listening. They must be skilled to interact with a wide range of personality types in both pleasant and
difficult circumstances. It is also important for the individual to have a good level of physical fitness and
healthy body with well-maintained hygiene circumstances.
Applicable National Occupational Standards (NOS)
Compulsory NOS:
1. HSS/N6104: Assess patient requirement and act accordingly
2. HSS/N6105: Prepare for patient admission, registration & direct patient to accurate unit as per
medical advice
3. HSS/N6106: Liaise & coordinate with healthcare team for effective patient management
4. HSS/N6107: Assist & coordinate during discharge & referral services & TPA services
5. HSS/N6108: Facilitate billing & process cash/credit transactions
6. HSS/N9615: Maintain interpersonal relationship with patients, colleagues and others
7. HSS/N9616: Maintain professional & medico-legal conduct
8. HSS/N9617: Maintain a safe, healthy and secure working environment
9. HSS/N9618: Follow infection control policies & procedures including biomedical waste disposal
protocols
Qualification Pack (QP) Parameters
Sector Healthcare
Sub-Sector Healthcare Management

Qualification Pack
Occupation Hospital Administration
Country India
NSQF Level 5
Aligned to NCO/ISCO/ISIC Code NCO-2015/4225.9900
Graduate (in any stream)

Minimum Educational Qualification & OR
Experience Certificate-NSQF (Level 4 - Hospital FrontDesk
Coordinator) with 2 years of experience
Minimum Level of Education for Training in

School
Pre-Requisite License or Training NA
Minimum Job Entry Age 18 Years
Last Reviewed On 06/12/2017
Next Review Date 22/08/2022
NSQC Approval Date 22/08/2019
Version 1.0

Qualification Pack
HSS/N6104: Assess patient requirement and act accordingly
Description
This OS unit is about the tasks involved to assess & determine patients requirements and act accordingly
without giving any opinion / assurance on clinical matters
Scope
This unit/task covers the following:
Interview & assess patients or their representatives to identify problems relating to care
Explain policies, procedures, or services to patients using medical or administrative knowledge
Elements and Performance Criteria
Interview & assess patients or their representatives to identify problems relating to care
To be competent, the user/individual on the job must be able to:
PC1. meet and welcome visitors or patients
PC2. interview patients or their representatives to identify service requirements relating to care as
per routine or emergency care, in-patient, out-patient, future patient, patients on follow-up,
etc. and act as per needs to attain patient satisfaction
PC3. identify and address the needs of visitors
PC4. listen carefully to patient queries and dealing with them as per organizational procedure
PC5. keep calm, empathy while arriving at a mutually acceptable solution
PC6. follow up with patient and/or with staff till query is resolved
PC7. spot patient service problems by sense and service accordingly
PC8. recognize basic requirement of patient related issues
PC9. enquire patients if they are facing any problems and escalate to relevant authority
PC10. recognize repeated problems and alert the appropriate authority
PC11. share patient feedback with others to identify potential problems
PC12. identify problems with systems and procedures before they begin to affect patients
PC13. acknowledge the complaint, apologize for inconvenience and take prompt attention to
diffuse situation
PC14. identify and investigate the complaints from healthcare team for whom patient has raised
the complaint
PC15. identify the available options for resolving a patient service problem
PC16. work out the advantages and disadvantages of each option and pick the best option for the
patient and the organization
PC17. consult other team members and relevant authority to arrive at best option to resolve the
patient service problem
PC18. resolve the issue with other options, if the chosen option fails.
PC19. discuss and agree the options for and take action to implement the option agreed with your
patient
PC20. work with others and your patient to make sure that any promises related to solving the
problem are kept

Qualification Pack
PC21. keep the patient fully informed about the measures being taken to resolve the problem
PC22. check with the patient to make sure the problem has been resolved to their satisfaction as
much as possible
PC23. give clear reasons to the patient when the problem has not been resolved to their
satisfaction
Explain policies,procedures, orservices to patientsusing medical oradministrativeknowledge
PC24. be well acquainted with policies of the organization
PC25. identify availability of beds and available services to assist patient accordingly
PC26. provide personal assistance, medical attention, emotional support, or other personal care to
others such as co-workers, customers, or patients
PC27. monitor and review information from materials, events, or the environment, to detect or
assess problems which could be managed or reported immediately
Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. legislation, standards, policies, and procedures followed in the organization

KU2. hospital topography and spectrum of internal & external clients that visit the hospital
KU3. role and importance of the front desk in supporting healthcare operations
KU4. organization pricing, discount policy, documentation & reporting process
KU5. reporting structure, inter-dependent functions, lines and procedures
KU6. relevant occupational health and safety requirements applicable
KU7. healthcare delivery system & Universal/National Health Insurance programs
KU8. organization pricing, discount policy
KU9. service recovery matrix followed by Institution
KU10. escalation matrix and procedures for reporting work
KU11. days & Timings of different services / facilities available in the hospital
KU12. service standards required including rights & duties of healthcare providers
KU13. application of relevant regulations and requirements including patient rights
KU14. different types of accommodation available in the facility
KU15. inpatient departmental movement records
KU16. special requirements of differently abled persons or special needs for others
KU17. service recovery matrix , corrective actions , root cause analysis
KU18. emergency situations that could arise with the patient and how to handle them with
knowledge of Emergency codes in the hospital
KU19. how to receive and make phone calls, including call forward/hold/mute
KU20. how to send and receive e-mails
KU21. typical problems raised by customers and their solutions, including workaround solutions
KU22. typical response times and service times for problems
KU23. the importance of documenting, classifying, prioritizing queries & escalation regulatory
requirements involved during registration and bill payment
KU24. about computer knowledge such as MS word, excel, scanning, faxing & emailing

Qualification Pack
KU25. how to maintain confidentiality

KU26. about the legal & ethical aspects in relation to following: a. rights & duties of patients b.
rights& duties of healthcare providers c. thefts, misappropriation, report mix-ups, damage
to property d. any kind of harassment at workplace. legal aspects of Medical Records & EMR
f. hospital deaths & complications
KU27. basic structure and function of the body system and associated component
KU28. task of roles in front desk office as per organizational policies
KU29. Knowledge about patients queries and problems which may relate to: department
information, doctor/specialist information, accommodation information, health and safety
information, organization information, diagnostic services information, check-in procedures
KU30. local laws and regulations
KU31. information, health and safety guidance
KU32. what permits and checks are required for the patient including foreign patients
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. document call logs, reports, task lists, and schedules with co-workers
GS2. prepare status and progress reports
GS3. complete appropriate documentation
GS4. fill registration form by getting details form visitors/patient
GS5. read about services offered with reference to the organization and also from external forums
such as websites and blogs
GS6. keep abreast with the latest knowledge by reading brochures, pamphlets, and circulars
GS7. read comments, suggestions, and responses to Frequently Asked Questions (FAQs)
GS8. interpret and follow operational instructions and prioritize work
GS9. read doctors prescriptions / orders
GS10. discuss task lists, schedules, and work-loads with co-workers
GS11. question customers appropriately in order to understand the nature of the problem and
assist accordingly
GS12. avoid using jargon, slang or acronyms when communicating with a customer, unless it is
required
GS13. communicate in respectful form and manner in line with organizational protocol
GS15. make decisions pertaining to the concerned area of work
GS16. assess if patient needs movement supports (Wheel chair, trolley, escort etc)
GS17. to plan and organize service feedback files/documents
GS18. coordinate to plan duty rosters/leave/substitutions at hospital front desk
GS19. manage relationships with customers who may be stressed, frustrated, confused, or angry
GS20. build customer relationships and use customer centric approach
GS21. think through the problem, evaluate the possible solution(s) and suggest an optimum /best
possible solution(s)
GS22. tackle complaints / grievances from internal & external clients and referring to the other
department, if & when required

Qualification Pack
GS23. analysis of feedbacks, complaints & grievances related to the front office
GS24. apply, analyze, and evaluate the information gathered from observation, experience,
reasoning, or communication, as a guide to thought and action
GS25. service recovery skills
GS26. managing Key Customers/VIPs / Government officials / Police / Media
GS27. importance of taking responsibility for own work outcomes Importance of adherence to work
timings, dress code and other organizational policies
GS28. importance of following laid down rules, procedures, instructions and policies
GS29. importance of exercising restraint while expressing dissent and during conflict

Qualification Pack
Assessment Criteria
Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks
Interview & assesspatients or theirrepresentatives

20 50 - 10
toidentify problemsrelating to care
PC1. meet and welcome visitors or patients 20 50 - 10
PC2. interview patients or their representatives to

identify service requirements relating to care as per
routine or emergency care, in-patient, out-patient, - - - -
future patient, patients on follow-up, etc. and act as
per needs to attain patient satisfaction
PC3. identify and address the needs of visitors - - - -
PC4. listen carefully to patient queries and dealing

- - - -
with them as per organizational procedure
PC5. keep calm, empathy while arriving at a

- - - -
mutually acceptable solution
PC6. follow up with patient and/or with staff till

- - - -
query is resolved
PC7. spot patient service problems by sense and

- - - -
service accordingly
PC8. recognize basic requirement of patient related

- - - -
issues
PC9. enquire patients if they are facing any

- - - -
problems and escalate to relevant authority
PC10. recognize repeated problems and alert the

- - - -
appropriate authority
PC11. share patient feedback with others to identify

- - - -
potential problems
PC12. identify problems with systems and

- - - -
procedures before they begin to affect patients
PC13. acknowledge the complaint, apologize for

inconvenience and take prompt attention to diffuse - - - -
situation
PC14. identify and investigate the complaints from

healthcare team for whom patient has raised the - - - -
complaint

Qualification Pack

PC15. identify the available options for resolving a

- - - -
PC16. work out the advantages and disadvantages

of each option and pick the best option for the - - - -
patient and the organization
PC17. consult other team members and relevant

authority to arrive at best option to resolve the - - - -
PC18. resolve the issue with other options, if the

- - - -
chosen option fails.
PC19. discuss and agree the options for and take

action to implement the option agreed with your - - - -
patient
PC20. work with others and your patient to make

sure that any promises related to solving the - - - -
problem are kept
PC21. keep the patient fully informed about the

- - - -
measures being taken to resolve the problem
PC22. check with the patient to make sure the

problem has been resolved to their satisfaction as - - - -
much as possible
PC23. give clear reasons to the patient when the

- - - -
problem has not been resolved to their satisfaction
Explain policies,procedures, orservices to

22 - - 20
patientsusing medical oradministrativeknowledge
PC24. be well acquainted with policies of the

22 - - 20
organization
PC25. identify availability of beds and available

- - - -
services to assist patient accordingly
PC26. provide personal assistance, medical

attention, emotional support, or other personal care - - - -
to others such as co-workers, customers, or patients
PC27. monitor and review information from

materials, events, or the environment, to detect or
- - - -
assess problems which could be managed or
reported immediately
NOS Total 42 50 - 30

Qualification Pack
National Occupational Standards (NOS) Parameters
NOS Code HSS/N6104
NOS Name Assess patient requirement and act accordingly
Sector Healthcare
Occupation Healthcare administration
NSQF Level 5
Credits TBD
Version 1.0
Last Reviewed Date 06/12/2017
Deactivation Date 22/08/2024
NSQC Clearance Date NA

Qualification Pack
HSS/N6105: Prepare for patient admission, registration & direct patient

to accurate unit as per medical advice
Description
This unit covers planning and preparing for meeting patients/relatives/others and seek information
pertaining to their needs and accordingly provide assistance
Scope
Plan & Prepare for meeting patients

Patient Registration
Manage transfers of patients from reception to appropriate department
Assist patients to check-in and checkout of department
Plan & Prepare formeeting patients

PC1. check assigned duties as per duty roster& assist while preparing duty roaster
PC2. check the appointment and booking details of the patients along with relevant
documentation as per diagnosis
PC3. receive and pass on messages and information to appropriate authority
PC4. assess requirement of resources viz. type of room, availability and scheduling
PC5. inform doctors/surgeons about the time of appointment
PC6. identify organizational requirement and protocol for meeting patients
PC7. check for any special requests or requirements on arrival
PC8. check to ensure that communication with the patient can be made in the language known to
the patient or attender
PC9. check with doctors and specialists schedule and maintain a daily log
PC10. check with out-patients and reconfirm appointments
PC11. ensure all forms are ready that need to be filled by the patients
Patient registrationas standardregistrationguidelines
PC12. collect information and documents from new patient or recheck of repeat patient, the details
required for patient registration as per organizations standards and government rules
PC13. cross check the identity document details of the patients against original
PC14. complete the registration details after interacting with the patient on details including room
type, room number, tariff details, health insurance details, and payment method
PC15. receive patient signature on completed patient registration document
PC16. record the information on all fields in the hospital management system
PC17. return the original document immediately after scanning or copying
PC18. ensure all mandatory patient details are captured as per regulatory requirement
PC19. ensure patient details are recorded appropriately in the hospital system for future reference

Qualification Pack
Manage transfers ofpatients fromreception to requireddepartment

PC20. guide or escort the patient to the department as per appointment schedule and as per
organizations procedures
PC21. get the required forms filled by the patient/attenders
PC22. deal fairly, efficiently and promptly with questions and complaints, in line with organizations
procedures
PC23. respond to any referred emergencies, problems and requirementspromptly and in
accordance with organizations policies
PC24. report any situation which cannot be resolved as per escalation matrix
PC25. liaise and communicate with department where appointment has been set up
PC26. present a professional image and treat individuals with respect at alltimes
Assist patients tocheck-in andcheckout ofdepartment
PC27. liaise with the concerned staff regarding check-in and checkout orinterdepartmental shifts of
patients
PC28. assist patients to deal with documentation required for checking-in/out
PC29. ensure that the patients get accommodation as per the need andarrangements or a
suitable/acceptable alternative with ability to pay required
PC30. report non-compliance with standards/procedures to the appropriatepersons, where
necessary
PC31. develop specific goals and plans to prioritize, organize, and accomplish work
KU1. legislation, standards, policies, and procedures followed in the organization relevant to own
employment and performance conditions
KU5. reporting structure, inter-dependent functions, lines and procedures in the work area
KU6. relevant occupational health and safety requirements applicable in the work place
KU17. service Recovery Matrix , Preventive actions, Corrective Actions , Root Cause analysis

Qualification Pack
KU19. hospital floor and exit plans
KU20. process map for emergencies within the facilities and the community
KU21. how to receive and make phone calls, including call forward, call hold, and call mute
KU22. how to send and receive e-mails
KU23. typical problems raised by customers and their solutions, including workaround
(alternate/situational) solutions
KU25. the importance of documenting, classifying, prioritizing queries & escalate to appropriate
authority if unresolved
KU26. regulatory requirements involved during registration and bill payment
KU27. about computer knowledge such as to work on MS word, excel, scanning, faxing & emailing
KU29. vacant bed position, booked admissions & tentative discharges on a daily basis
KU30. out-reach services of the hospital
KU31. safety requirements set by accreditation agencies or statutory bodies
KU33. about the legal & ethical aspects in relation to following:a. rights & duties of patientsb. rights
& duties of healthcare providersc. thefts, misappropriation, report mix-ups, damage to
propertyd. any kind of harassment at workplacee. legal aspects of Medical Records & EMRf.
hospital deaths & complications
KU35. task of roles in front desk offices
Generic Skills (GS)
GS4. fill registration form by getting details from visitors/patients
assist accordingly
required

Qualification Pack


Qualification Pack
Assessment Criteria

Plan & Prepare formeeting patients 20 - - 20
PC1. check assigned duties as per duty roster&

20 - - 20
assist while preparing duty roaster
PC2. check the appointment and booking details of

the patients along with relevant documentation as - - - -
per diagnosis
PC3. receive and pass on messages and information

- - - -
to appropriate authority
PC4. assess requirement of resources viz. type of

- - - -
room, availability and scheduling
PC5. inform doctors/surgeons about the time of

- - - -
appointment
PC6. identify organizational requirement and

- - - -
protocol for meeting patients
PC7. check for any special requests or requirements

- - - -
on arrival
PC8. check to ensure that communication with the

patient can be made in the language known to the - - - -
patient or attender
PC9. check with doctors and specialists schedule

- - - -
and maintain a daily log
PC10. check with out-patients and reconfirm

- - - -
appointments
PC11. ensure all forms are ready that need to be

- - - -
filled by the patients
Patient registrationas standardregistrationguidelines 20 - - 20
PC12. collect information and documents from new

patient or recheck of repeat patient, the details
20 - - 20
required for patient registration as per organizations
standards and government rules
PC13. cross check the identity document details of

- - - -
the patients against original

Qualification Pack

PC14. complete the registration details after

interacting with the patient on details including
- - - -
room type, room number, tariff details, health
insurance details, and payment method
PC15. receive patient signature on completed

- - - -
patient registration document
PC16. record the information on all fields in the

- - - -
hospital management system
PC17. return the original document immediately

- - - -
after scanning or copying
PC18. ensure all mandatory patient details are

- - - -
captured as per regulatory requirement
PC19. ensure patient details are recorded

appropriately in the hospital system for future - - - -
reference
Manage transfers ofpatients fromreception to

20 50 - 10
requireddepartment
PC20. guide or escort the patient to the department

as per appointment schedule and as per 20 50 - 10
PC21. get the required forms filled by the

- - - -
patient/attenders
PC22. deal fairly, efficiently and promptly with

questions and complaints, in line with organizations - - - -
procedures
PC23. respond to any referred emergencies,

problems and requirementspromptly and in - - - -
accordance with organizations policies
PC24. report any situation which cannot be resolved

- - - -
as per escalation matrix
PC25. liaise and communicate with department

- - - -
where appointment has been set up
PC26. present a professional image and treat

- - - -
individuals with respect at alltimes
Assist patients tocheck-in andcheckout ofdepartment 20 - - 25

Qualification Pack

PC27. liaise with the concerned staff regarding

check-in and checkout orinterdepartmental shifts of 20 - - 25
patients
PC28. assist patients to deal with documentation

- - - -
required for checking-in/out
PC29. ensure that the patients get accommodation

as per the need andarrangements or a
- - - -
suitable/acceptable alternative with ability to pay
required
PC30. report non-compliance with

standards/procedures to the appropriatepersons, - - - -
where necessary
PC31. develop specific goals and plans to prioritize,

- - - -
organize, and accomplish work

Qualification Pack
NOS Code HSS/N6105
Prepare for patient admission, registration & direct patient to accurate

NOS Name
unit as per medical advice
Sector Healthcare
NSQF Level 5
Credits TBD
Version 1.0

Qualification Pack
HSS/N6106: Liaise & coordinate with healthcare team for effective patient
management
Description
This unit describes the process of acting as a liaison and coordinating with the healthcare team for
effective patient management using patient information management systems appropriately
Scope
Apply appropriate mechanism for in-house coordination using patient information tools for effective
patient management
Apply appropriate mechanism for in-house coordination using patient information tools for effective
patient management
PC1. liaise with respective healthcare facility on duty to assist the patient during transfers from
one place to another
PC2. ensure that the healthcare facility is taking care of patients condition while transferring the
patient and is able to identify any emergency condition and accordingly raise alarm if
required
PC3. assess patients size and healthcare assistants ability to assist
PC4. ensure patients privacy & confidentiality during the transfer
PC5. establish patients needs and requests quickly and sensitively
PC6. confirm at the time of handling over & taking over of the patient at the respective
department & ensure that the documentation are in line with the rules and legislations of
PC7. ask the patient of any specific requirement in line with organizations procedures
PC8. apologize for any delay or inconvenience
PC9. encourage and build mutual trust, respect, and cooperation among teammembers
PC10. resolve conflicts and negotiate with others in handling complaints, settling disputes, and
resolving grievances and conflicts etc
PC11. monitor and supervise coordinators if any reporting happens for resolving

Qualification Pack

KU10. escalation matrix and procedures for reporting work related Issues
KU17. service recovery matrix , preventive actions, corrective actions , root cause analysis
KU22. inventory management techniques
KU23. typical problems raised by customers and their solutions, including
workaround(alternate/situational) solutions
KU25. the importance of documenting, classifying, prioritizing queries & escalate toappropriate
KU35. how to relate information to patients
KU36. importance of listening and building rapport
KU37. peculiarities of different cultures and backgrounds and how they affect their job
KU38. importance of equality when serving people with specific needs
KU39. importance of complying with equality requirements
Generic Skills (GS)

Qualification Pack
assist accordingly
required
GS26. managing key Customers/VIPs / Government officials / Police / Media

Qualification Pack
Assessment Criteria

Apply appropriate mechanism for in-house

coordination using patient information tools for 25 - - 25
effective patient management
PC1. liaise with respective healthcare facility on

duty to assist the patient during transfers from 25 - - 25
one place to another
PC2. ensure that the healthcare facility is taking

care of patients condition while transferring the
- - - -
patient and is able to identify any emergency
condition and accordingly raise alarm if required
PC3. assess patients size and healthcare

- - - -
assistants ability to assist
PC4. ensure patients privacy & confidentiality

- - - -
during the transfer
PC5. establish patients needs and requests

- - - -
quickly and sensitively
PC6. confirm at the time of handling over & taking

over of the patient at the respective department
& ensure that the documentation are in line with - - - -
the rules and legislations of organizations
procedures
PC7. ask the patient of any specific requirement

- - - -
in line with organizations procedures
PC8. apologize for any delay or inconvenience - - - -
PC9. encourage and build mutual trust, respect,

- - - -
and cooperation among teammembers
PC10. resolve conflicts and negotiate with others

in handling complaints, settling disputes, and - - - -
resolving grievances and conflicts etc
PC11. monitor and supervise coordinators if any

- - - -
reporting happens for resolving
NOS Total 25 - - 25

Qualification Pack
NOS Code HSS/N6106
Liaise & coordinate with healthcare team for effective patient

NOS Name
management
Sector Healthcare
NSQF Level 5
Credits TBD
Version 1.0

Qualification Pack
HSS/N6107: Assist & coordinate during discharge & referral services &
TPA services
Description
This unit describes the skills required for providing assistance to the patient/attenders during referrals,
discharge and assistance for availing TPA services
Scope
Manage transfers of patients

Assist in-patients to check-out
Assistance during Referral service
Assistance during TPA service
Manage transfers of patients

PC1. assist in proper transfer of patients with patient centred & safety approach
PC2. get the required forms filled by the patients/attenders
PC3. deal fairly, efficiently and promptly with questions and complaints, in line with organizations
procedures
PC4. respond to any referred patient emergencies, problems and requirements promptly and in
accordance with company policies
PC5. report any situation which cannot be resolved as per escalation matrix
PC6. liaise and communicate with department where diagnostics were carried out
PC7. record any reported non-compliance with agreed standards of transfer service are accurately
and promptly point out to the agencies
PC8. present a professional image and treat individuals with respect at all times
Assist in-patients tocheck-out
PC9. liaise with the concerned staff regarding checkout
PC10. assist patients to deal with documentation required for checking out
PC11. ensure that the patients medication and diagnostic procedure bills etc are provided to the
patient/attendant
Assistance during Referral services
PC12. maintain ongoing tracking and appropriate documentation on referrals to promote team
awareness and patient safety
PC13. ensure complete and accurate registration, including patient demographic and current
insurance information
PC14. assemble information concerning patients clinical background and referral need
PC15. contact review organizations and insurance companies to ensure prior approval
requirements are met

Qualification Pack
PC16. review details and expectations about the referral with patients
PC17. assist patients in problem solving potential issues related to the health care system, financial
or social barriers (e.g., request interpreters as appropriate, transportation services or
prescription assistance)
PC18. be the system navigator and point of contact for patients and families, with patients and
families having direct access for asking questions and raising concerns
PC19. assume advocate role on the patient's behalf with the carrier to ensure approval of the
necessary supplies/services for the patient in a timely manner
PC20. ensure that referrals are addressed in a timely manner
Assistance during TPA service
PC21. enquire patients regarding availing of medical insurance
PC22. guide the patient to the correct TPA department
PC23. connect with TPA department and informing about the patients needs
KU2. hospital topography and spectrum of internal & external clients that visit thehospital

Qualification Pack

Generic Skills (GS)
assist accordingly
required

Qualification Pack
GS18. coordinate to plan duty rosters/leave/ substitutions at hospital front desk

GS21. think through the problem, evaluate the possible solution(s) and suggest anoptimum /best
GS24. apply, analyze, and evaluate the information gathered from observation,experience,

Qualification Pack
Assessment Criteria

Manage transfers of patients 20 - - 20
PC1. assist in proper transfer of patients with

20 - - 20
patient centred & safety approach
PC2. get the required forms filled by the

- - - -
patients/attenders
PC3. deal fairly, efficiently and promptly with

questions and complaints, in line with - - - -
PC4. respond to any referred patient emergencies,

problems and requirements promptly and in - - - -
accordance with company policies
PC5. report any situation which cannot be

- - - -
resolved as per escalation matrix
PC6. liaise and communicate with department

- - - -
where diagnostics were carried out
PC7. record any reported non-compliance with

agreed standards of transfer service are - - - -
accurately and promptly point out to the agencies
PC8. present a professional image and treat

- - - -
individuals with respect at all times
Assist in-patients tocheck-out 20 - - 25
PC9. liaise with the concerned staff regarding

20 - - 25
checkout
PC10. assist patients to deal with documentation

- - - -
required for checking out
PC11. ensure that the patients medication and

diagnostic procedure bills etc are provided to the - - - -
patient/attendant
Assistance during Referral services 20 - - 25
PC12. maintain ongoing tracking and appropriate

documentation on referrals to promote team 20 - - 25
awareness and patient safety

Qualification Pack

PC13. ensure complete and accurate registration,

including patient demographic and current - - - -
insurance information
PC14. assemble information concerning patients

- - - -
clinical background and referral need
PC15. contact review organizations and insurance

companies to ensure prior approval requirements - - - -
are met
PC16. review details and expectations about the

- - - -
referral with patients
PC17. assist patients in problem solving potential

issues related to the health care system, financial
or social barriers (e.g., request interpreters as - - - -
appropriate, transportation services or
prescription assistance)
PC18. be the system navigator and point of

contact for patients and families, with patients
- - - -
and families having direct access for asking
questions and raising concerns
PC19. assume advocate role on the patient's

behalf with the carrier to ensure approval of the
- - - -
necessary supplies/services for the patient in a
timely manner
PC20. ensure that referrals are addressed in a

- - - -
timely manner
Assistance during TPA service 30 50 - 10
PC21. enquire patients regarding availing of

30 50 - 10
medical insurance
PC22. guide the patient to the correct TPA

- - - -
department
PC23. connect with TPA department and informing

- - - -
about the patients needs

Qualification Pack
NOS Code HSS/N6107
NOS Name Assist & coordinate during discharge & referral services & TPA services
Sector Healthcare
NSQF Level 5
Credits TBD
Version 1.0

Qualification Pack
HSS/N6108: Facilitate billing & process cash/credit transactions
Description
This unit describe the skills required for coordination and facilitation for billing services through cash or
credit transactions
Scope
Facilitate the process of payments transactions

Assist for reconcile patient accounts
Facilitate the process of payments transactions

PC1. identify the services being rendered to the client through appropriate channel
PC2. assess accurateness of the invoice generated through various means
PC3. record payments from patients accurately as per organizational SOPs
PC4. record clearly and accurately the reasons if payments are overdue
PC5. identify problems accurately and sort them out promptly as per SOPs
PC6. facilitate for storage of payments securely a per organizational SOPs
Assist for reconcile patient accounts
PC7. check that charges, credits made to patient accounts are correct
PC8. coordinate for Identifying and sorting out problems with patient accounts
PC9. escalate to concerned authority timely about problems with patient accounts which are
beyond the limits of competency & authority
KU2. hospital topography and spectrum of internal & external clients that visit thehospital

Qualification Pack
Generic Skills (GS)

Qualification Pack
assist accordingly
required
GS18. coordinate to plan duty rosters/leave/ substitutions at hospital front desk
GS21. think through the problem, evaluate the possible solution(s) and suggest anoptimum /best
GS24. apply, analyze, and evaluate the information gathered from observation,experience,

Qualification Pack
Assessment Criteria

Facilitate the process of payments transactions 20 50 - 10
PC1. identify the services being rendered to

20 50 - 10
the client through appropriate channel
PC2. assess accurateness of the invoice

- - - -
generated through various means
PC3. record payments from patients accurately

- - - -
as per organizational SOPs
PC4. record clearly and accurately the reasons

- - - -
if payments are overdue
PC5. identify problems accurately and sort

- - - -
them out promptly as per SOPs
PC6. facilitate for storage of payments securely

- - - -
a per organizational SOPs
Assist for reconcile patient accounts 20 - - 20
PC7. check that charges, credits made to

20 - - 20
patient accounts are correct
PC8. coordinate for Identifying and sorting out

- - - -
problems with patient accounts
PC9. escalate to concerned authority timely

about problems with patient accounts which
- - - -
are beyond the limits of competency &
authority

Qualification Pack
NOS Code HSS/N6108
NOS Name Facilitate billing & process cash/credit transactions
Sector Healthcare
NSQF Level 5
Credits TBD
Version 1.0

Qualification Pack
HSS/N9615: Maintain interpersonal relationship with patients, colleagues

and others
Description
This OS unit is about effective communication and exhibiting professional behaviorwith co-workers,
patients & their family members in response to queries or as part ofhealth advice and counseling. It also
describes the skills required for meeting workrequirements by allied health professionals working in a team
or collaborativeenvironment.
Scope
Communicating and maintaining professional behavior with co-workers and patients & their families
Working with other people to meet requirements
Establishing and managing requirements, planning and organizing work, ensuring accomplishment
of the requirements
Communicating & maintaining professional behaviorwith co-workers andpatients & theirfamilies

PC1. communicate effectively with all individuals regardless of age, caste, gender, community or
other characteristics without using terminology unfamiliar to them
PC2. utilize all training and information at ones disposal to provide relevantinformation to the
individual
PC3. confirm that the needs of the individual have been met
PC4. respond to queries and information needs of all individuals
PC5. adhere to guidelines provided by ones organization or regulatory body relating to
confidentiality
PC6. respect the individuals need for privacy
PC7. maintain any records required at the end of the interaction
Working with otherpeople to meetrequirements
PC8. integrate ones work with other peoples work effectively
PC9. utilize time effectively and pass on essential information to other people on timely basis
PC10. work in a way that shows respect for other people
PC11. carry out any commitments made to other people
PC12. reason out the failure to fulfill commitment
PC13. identify any problems with team members and other people and take the initiative to solve
these problems
Establishing andmanagingrequirements
PC14. clearly establish, agree, and record the work requirements
PC15. ensure his/her work meets the agreed requirements

Qualification Pack
PC16. treat confidential information correctly

PC17. work in line with the organizations procedures and policies and within the limits of his/her job
role
KU1. guidelines on communicating with patients and other individuals

KU2. guidelines on maintaining confidentiality and respecting need for privacy
KU3. the business, mission, and objectives of the organization
KU4. the scope of work of the role
KU5. the responsibilities and strengths of the team and their importance to the organization
KU6. the information that is considered confidential to the organization
KU7. effective working relationships with the people external to the team, with which the
individual works on a regular basis
KU8. procedures in the organization to deal with conflict and poor workingrelationships
KU9. the relevant policies and procedures of the organization
KU10. how to communicate effectively (face-to-face, by telephone and in writing)
KU11. how to handle stressful or risky situations when communicating with patients and/or other
individuals
KU12. when to ask for assistance when situations are beyond ones competence andauthority
KU13. how to maintain confidentiality and to respect an individuals need for privacy
KU14. how to ensure that all information provided to individuals is from reliable sources
KU15. disclosure of any information to unauthorized persons would subject to disciplinary action
and possible termination
KU16. the essential information that needs to be shared with other people
KU17. the importance of effective working relationships and how these can contribute towards
effective working relationships on a day-to-day basis
KU18. the importance of integrating ones work effectively with others
KU19. the types of working relationships that help people to work well together and the types of
relationships that need to be avoided
KU20. the types of opportunities an individual may seek out to improve relationships with others
KU21. how to deal with difficult working relationships with other people to sort out
KU22. the importance of asking the appropriate individual for help when required
KU23. the importance of planning, prioritizing and organizing, timely work
KU24. the importance of clearly establishing work requirement
KU25. the importance of being flexible in changing priorities when the importance and urgency
comes into play
KU26. how to make efficient use of time, and to avoid things that may prevent work deliverables
from being expedited
KU27. the importance of keeping the work area clean and tidy
Generic Skills (GS)

Qualification Pack
GS1. write effective communications to share information with the team members andother
people outside the team
GS2. write at least one local/ official language used in the local community
GS3. report progress and results
GS4. record problems and resolutions
GS5. read and understand work related documents and information shared bydifferent sources
GS6. read organizational policies and procedures
GS7. communicate essential information to colleagues face-to-face or throughtelecommunication
GS8. speak at least one local language
GS9. question others appropriately in order to understand the nature of the requestor compliant
GS10. report progress and results
GS11. interact with other individuals
GS12. negotiate requirements and revised agreements for delivering them
GS13. make decisions on information to be communicated based on needs of theindividual and
various regulations and guidelines
GS14. plan and organize files and documents
GS15. be responsive to problems of the individuals
GS16. be available to guide, counsel and help individuals when required
GS17. be patient and non-judgmental at all times
GS18. communicate effectively with patients and their family, physicians, and othermembers of the
health care team
GS19. be capable of being responsive, listen empathetically to establish rapport in away that
promotes openness on issues of concern
GS20. be sensitive to potential cultural differences
GS21. maintain patient confidentiality
GS22. respect the rights of the patient(s)
GS23. understand problems and suggest an optimum solution after evaluatingpossible solutions

Qualification Pack
Assessment Criteria

Communicating & maintaining professional

5 - - -
behaviorwith co-workers andpatients & theirfamilies
PC1. communicate effectively with all individuals

regardless of age, caste, gender, community or
5 - - -
other characteristics without using terminology
unfamiliar to them
PC2. utilize all training and information at ones

disposal to provide relevantinformation to the - - - -
individual
PC3. confirm that the needs of the individual have

- - - -
been met
PC4. respond to queries and information needs of

- - - -
all individuals
PC5. adhere to guidelines provided by ones

organization or regulatory body relating to - - - -
confidentiality
PC6. respect the individuals need for privacy - - - -
PC7. maintain any records required at the end of

- - - -
the interaction
Working with otherpeople to meetrequirements 5 - - -
PC8. integrate ones work with other peoples work

5 - - -
effectively
PC9. utilize time effectively and pass on essential

- - - -
information to other people on timely basis
PC10. work in a way that shows respect for other

- - - -
people
PC11. carry out any commitments made to other

- - - -
people
PC12. reason out the failure to fulfill commitment - - - -
PC13. identify any problems with team members

and other people and take the initiative to solve - - - -
these problems
Establishing andmanagingrequirements 3 - - -

Qualification Pack

PC14. clearly establish, agree, and record the work

3 - - -
requirements
PC15. ensure his/her work meets the agreed

- - - -
requirements
PC16. treat confidential information correctly - - - -
PC17. work in line with the organizations

procedures and policies and within the limits of - - - -
his/her job role
NOS Total 13 - - -

Qualification Pack
NOS Code HSS/N9615
NOS Name Maintain interpersonal relationship with patients, colleagues and others
Sector Healthcare
Social Work & Community Health, Healthcare Management, Allied

Sub-Sector
Health & Paramedics
Occupation Generic
NSQF Level 4
Credits TBD
Version 1.0

Qualification Pack
HSS/N9616: Maintain professional & medico-legal conduct
Description
This OS unit is about recognizing the boundaries of the role and responsibilities, practice code of conduct
and working within the level of competence in accordance with legislation, protocols and guidelines set up
by the healthcare provider.
Scope
Acting within the limit of one's competence and authority o Knowing one's job role o Knowing one's
job responsibility o Recognizing the job role and responsibilities of co workers
Following the code of conduct and demonstrating best practicesin the field
Reference: This National Occupational Standard is from the UK Skills for Health suite [SFHGEN63, Act
within the limits of your competence and authority] It has been tailored to apply to healthcare in
India and has been reproduced with their Permission
Maintain professional behavior

PC1. adhere to legislation, protocols and guidelines relevant to ones role and field of practice
PC2. work within organizational systems and requirements as appropriate to ones role
PC3. recognize the boundary of ones role and responsibility and seek supervision when situations
are beyond ones competence and authority
PC4. maintain competence within ones role and field of practice
PC5. maintain personal hygiene and contribute actively to the healthcare ecosystem
Acting within the limit of ones competence and authority
PC6. use relevant research based protocols and guidelines as evidence to informones practice
PC7. promote and demonstrate good practice as an individual and as a team member at all times
PC8. identify and manage potential and actual risks to the quality and safety of practice
PC9. evaluate and reflect on the quality of ones work and make continuingimprovements
PC10. use relevant research-based protocols and guidelines as evidence to inform ones practice
Following the code of conduct and demonstrating best practices in the field
PC11. recognize the boundary of ones role and responsibility and seek supervision when situations
PC12. promote and demonstrate good practice as an individual and as a team member at all times
PC13. identify and manage potential and actual risks to the quality and safety of practice
PC14. maintain personal hygiene and contribute actively to the healthcare ecosystem
PC15. maintain a practice environment that is conducive to the provision of medico-legal
healthcare

Qualification Pack
KU1. relevant legislation, standards, policies & procedures followed in the organization
KU2. the medical procedures and functioning of required medical equipment
KU3. role and importance of assisting other healthcare providers in delivering care
KU4. how to engage and interact with other providers in order to deliver quality and maintain
continued care
KU5. personal hygiene measures and handling techniques
KU6. the limitations and scope of the role and responsibilities of self and others
KU7. the importance of working within the limits of ones competence and authority
KU8. the importance of personally promoting and demonstrating good practice
KU9. The detrimental effects of non-compliance
KU10. the importance of intercommunication skills
KU11. the legislation, protocols and guidelines affecting ones work
KU12. the organizational systems and requirements relevant to ones role
KU13. the sources of information and literature to maintain a constant access to upcoming
research and changes in the field
KU14. the difference between direct and indirect supervision and autonomous practice, and which
combination is most applicable in different circumstances
KU15. the importance of individual or team compliance with legislation, protocols, and guidelines
and organizational systems and requirements
KU16. how to report and minimize risks
KU17. the principle of meeting the organizations needs, and how this should enable one to
recognize ones own limitations and when one should seek support from others
KU18. the processes by which improvements to protocols/guidelines andorganizational
systems/requirements should be reported
KU19. the procedure for accessing training, learning and development needs for oneself and/or
others within ones organization
KU20. the actions that can be taken to ensure a current, clear and accurate understanding of roles
and responsibilities is maintained, and how this affects the way one work as an individual or
part of a team
KU21. the risks to quality and safety arising from:o Working outside the boundaries of competence
and authorityo Not keeping up to date with best practiceo Poor communicationo Insufficient
support o Lack of resources
KU22. the importance of personal hygiene
Generic Skills (GS)
GS1. document reports, task lists, and schedules

GS3. record daily activities
GS4. update other co-workers
GS5. read about changes in legislations and organizational policies
GS6. keep updated with the latest knowledge

Qualification Pack

GS8. give clear instructions to patients and co-workers
GS9. keep patient informed about progress
GS10. avoid using jargon, slang or acronyms when communicating with a patient
GS11. make decisions pertaining to the concerned area of work in relation to job role
GS12. act decisively by balancing protocols and work at hand
health care team
GS14. be responsive and listen empathetically to establish rapport in a way thatpromotes openness
on issues of concern
GS15. be sensitive to potential cultural differences
GS16. maintain patient confidentiality
GS17. respect the rights of the patient(s)

Qualification Pack
Assessment Criteria

Maintain professional behavior 5 - - -
PC1. adhere to legislation, protocols and guidelines

5 - - -
relevant to ones role and field of practice
PC2. work within organizational systems and

- - - -
requirements as appropriate to ones role
PC3. recognize the boundary of ones role and

responsibility and seek supervision when situations - - - -
PC4. maintain competence within ones role and

- - - -
field of practice
PC5. maintain personal hygiene and contribute

- - - -
actively to the healthcare ecosystem
Acting within the limit of ones competence and

7 - - -
authority
PC6. use relevant research based protocols and

7 - - -
guidelines as evidence to informones practice
PC7. promote and demonstrate good practice as an

- - - -
individual and as a team member at all times
PC8. identify and manage potential and actual risks

- - - -
to the quality and safety of practice
PC9. evaluate and reflect on the quality of ones

- - - -
work and make continuingimprovements
PC10. use relevant research-based protocols and

- - - -
guidelines as evidence to inform ones practice
Following the code of conduct and demonstrating

7 - - -
best practices in the field
PC11. recognize the boundary of ones role and

responsibility and seek supervision when situations 7 - - -
PC12. promote and demonstrate good practice as

- - - -
an individual and as a team member at all times
PC13. identify and manage potential and actual

- - - -
risks to the quality and safety of practice

Qualification Pack

PC14. maintain personal hygiene and contribute

- - - -
actively to the healthcare ecosystem
PC15. maintain a practice environment that is

conducive to the provision of medico-legal - - - -
healthcare
NOS Total 19 - - -

Qualification Pack
NOS Code HSS/N9616
NOS Name Maintain professional & medico-legal conduct
Sector Healthcare
Allied Health & Paramedics, Social Work & Community Health,

Sub-Sector
Healthcare Management
Occupation Generic
NSQF Level 4
Credits TBD
Version 1.0

Qualification Pack
HSS/N9617: Maintain a safe, healthy and secure working environment
Description
This OS unit is about monitoring the working environment and ensuring a safe, healthy, secure and
effective working conditions
Complying the health, safety and security requirements and procedures for work place
PC1. identify individual responsibilities in relation to maintaining workplace health safety and
security requirements
PC2. comply with health, safety and security procedures for the workplace
PC3. comply with health, safety and security procedures and protocols forenvironmental safety
Handling hazardous situation
PC4. identify potential hazards and breaches of safe work practices
PC5. identify and interpret various hospital codes for emergency situations
PC6. correct any hazards that individual can deal with safely, competently and within the limits of
authority
PC7. provide basic life support (BLS) and first aid in hazardous situations, whenever applicable
PC8. follow the organizations emergency procedures promptly, calmly, and efficiently
PC9. identify and recommend opportunities for improving health, safety, and security to the
designated person
PC10. complete any health and safety records legibly and accurately
Reporting any hazardous situation
PC11. report any identified breaches in health, safety, and security procedures to the designated
person
PC12. promptly and accurately report the hazards that individual is not allowed to deal with to the
relevant person and warn other people who may get affected
KU1. the importance of health, safety, and security in the workplace

KU2. the basic requirements of the health and safety and other legislations andregulations that
apply to the workplace
KU3. the person(s) responsible for maintaining healthy, safe, and secure workplace
KU4. the relevant up-to-date information on health, safety, and security that applies to the
workplace
KU5. the responsibilities of individual to maintain safe, healthy and secure workplace
KU6. how to report the hazard
KU7. requirements of health, safety and security in workplace

Qualification Pack
KU8. how to create safety records and maintaining them

KU9. the importance of being alert to health, safety, and security hazards in the work environment
KU10. the common health, safety, and security hazards that affect people working in an
administrative role
KU11. how to identify health, safety, and security hazards
KU12. the importance of warning others about hazards and how to do so until the hazard is dealt
with
Generic Skills (GS)
GS1. report and record incidents

GS2. read and understand company policies and procedures
GS3. clearly report hazards and incidents with the appropriate level of urgency
GS4. make decisions pertaining to the area of work
GS5. plan for safety of the work environment
health care team
GS7. be capable of being responsive, listen empathetically to establish rapport in away that
promotes openness on issues of concern
GS8. identify hazards, evaluate possible solutions and suggest effective solutions
GS9. analyze the seriousness of hazards
GS10. analyze, evaluate and apply the information gathered from observation,experience,
reasoning, or communication to act efficiently

Qualification Pack
Assessment Criteria

Complying the health, safety and security

7 - - 10
requirements and procedures for work place
PC1. identify individual responsibilities in relation

to maintaining workplace health safety and 7 - - 10
security requirements
PC2. comply with health, safety and security

- - - -
procedures for the workplace
PC3. comply with health, safety and security

procedures and protocols forenvironmental - - - -
safety
Handling hazardous situation 8 - - 10
PC4. identify potential hazards and breaches of

8 - - 10
safe work practices
PC5. identify and interpret various hospital codes

- - - -
for emergency situations
PC6. correct any hazards that individual can deal

with safely, competently and within the limits of - - - -
authority
PC7. provide basic life support (BLS) and first aid

- - - -
in hazardous situations, whenever applicable
PC8. follow the organizations emergency

- - - -
procedures promptly, calmly, and efficiently
PC9. identify and recommend opportunities for

improving health, safety, and security to the - - - -
designated person
PC10. complete any health and safety records

- - - -
legibly and accurately
Reporting any hazardous situation 5 - - 10
PC11. report any identified breaches in health,

safety, and security procedures to the designated 5 - - 10
person
PC12. promptly and accurately report the hazards

that individual is not allowed to deal with to the
- - - -
relevant person and warn other people who may
get affected

Qualification Pack

NOS Total 20 - - 30

Qualification Pack
NOS Code HSS/N9617
NOS Name Maintain a safe, healthy and secure working environment
Sector Healthcare

Sub-Sector
Health & Paramedics
Occupation Generic
NSQF Level 4
Credits TBD
Version 1.0
NSQC Clearance Date 31/08/2021

Qualification Pack
HSS/N9618: Follow infection control policies & procedures including

biomedical waste disposal protocols
Description
This OS unit is about the safe handling and management of health care waste andfollowing infection
control polices
Scope
Classification of the waste generated, segregation of biomedical waste, proper collection and
storage of waste
Complying with effective infection control protocols that ensures the safety of the patient(or enduser
of healthrelated products/services)
Maintaining personal protection and preventing the transmission of infection from person to
personReference: The content of this National Occupational Standard is drawn from the UK Skills for
Health NOS [SFHCHS212 Disposal of clinical and non-clinical waste within healthcare and
SFHCHS213 Implement an audit trail for managing waste within healthcare]
Classification of theWaste Generated,Segregation ofBiomedical Waste,Proper collectionand storage of

Waste
PC1. handle, package, label, store, transport and dispose of waste appropriately to minimize
potential for contact with the waste and to reduce the risk to the environment from
accidental release
PC2. store clinical or related waste in an area that is accessible only to authorized persons
PC3. minimize contamination of materials, equipment and instruments by aerosols and splatter
Complying with aneffective infectioncontrol protocols
PC4. apply appropriate health and safety measures following appropriate personal clothing &
protective equipment for infection prevention and control
PC5. identify infection risks and implement an appropriate response within own role and
responsibility in accordance with the policies and procedures of the organization
PC6. follow procedures for risk control and risk containment for specific risks. Use signs when and
where appropriate
PC7. ollow protocols for care following exposure to blood or other body fluids as required
PC8. remove spills in accordance with the policies and procedures of the organization
PC9. clean and dry all work surfaces with a neutral detergent and warm water solution before and
after each session or when visibly soiled
PC10. demarcate and maintain clean and contaminated zones in all aspects of health care work
PC11. confine records, materials and medicaments to a welldesignated clean zone
PC12. confine contaminated instruments and equipment to a welldesignatedcontaminated zone

Qualification Pack
PC13. decontaminate equipment requiring special processing in accordance with quality

management systems to ensure full compliance with cleaning, disinfection and sterilization
protocols
PC14. replace surface covers where applicable
PC15. maintain and store cleaning equipment
PC16. report and deal with spillages and contamination in accordance with current legislation and
procedures
Maintaining personalprotection andpreventing thetransmission ofinfections fromperson to person
PC17. maintain hand hygiene following hand washing procedures before and after patient contact
/or after any activity likely to cause contamination
PC18. cover cuts and abrasions with waterproof dressings and change as necessary
PC19. change protective clothing and gowns/aprons daily, more frequently if soiled and where
appropriate, after each patient contact
PC20. perform additional precautions when standard precautions alone may not be sufficient to
prevent transmission of infection
KU1. relevant up-to-date information on health, safety, and security that applies to the
organization
KU2. organizations emergency procedures and responsibilities for handling hazardous situations
KU3. person(s) responsible for health, safety, and security in the organization
KU4. good personal hygiene practice including hand care
KU5. importance of and how to handle, package, label, store, transport and dispose of waste
appropriately to minimize potential for contact with the waste and to reduce the risk to the
environment from accidental release
KU6. the importance to adhere to the organizational and national waste management principles
and procedures
KU7. the hazards and risks associated with the disposal and the importance of risk assessments
and how to provide these
KU8. the required actions and reporting procedures for any accidents, spillages and contamination
involving waste
KU9. the requirements of the relevant external agencies involved in the transport and receipt of
your waste
KU10. the importance of organizing, monitoring and obtaining an assessment of the impact the
waste may have on the environment
KU11. The current national legislation, guidelines, local policies and protocols which affect work
practice
KU12. the policies and guidance that clarify scope of practice, accountabilities and the working
relationship between yourself and others
KU13. identification and management of infectious risks in the workplace
KU14. aspects of infectious diseases including opportunistic organisms & pathogens
KU15. basic microbiology including bacteria and bacterial spores, fungi, viruses

Qualification Pack
KU16. the path of disease transmission including direct contact and penetrating injuries, risk of
acquisition
KU17. how to clean and sterile techniques
KU18. susceptible hosts including persons who are immune suppressed, have chronic diseases
such as diabetes and the very young or very old
KU19. routine surface cleaning procedures at the start and end of the day, managing a blood or
body fluid spill
KU20. sharps handling and disposal techniques
KU21. effective hand hygiene including hand wash, surgical hand wash, when hands must be
washed
KU22. good personal hygiene practice including hand care
KU23. how to use personal protective equipment such as: The personal clothing and protective
equipment required to manage the different types of waste generated by different work
activities
Generic Skills (GS)
GS1. report and record incidents

GS2. read and understand company policies and procedures to managingbiomedical waste and
infection control and prevention
GS3. listen patiently
GS4. report hazards and incidents clearly with the appropriate level of urgency
GS5. take in to account opportunities to address waste minimization, environmental responsibility
and sustainable practice issues
GS6. apply additional precautions when standard precautions are not sufficient
GS7. consistently ensure instruments used for invasive procedures are sterile at time ofuse
(where appropriate)
GS8. consistently follow the procedure for washing and drying hands
GS9. consistently maintain clean surfaces and limit contamination
GS10. how to make exceptional effort to keep the environment and work place clean
GS11. identify hazards and suggest effective solutions to identified problems pertaining to hospital
waste and related infections
GS12. analyze the seriousness of hazards pertaining to hospital waste and relatedinfections
reasoning, or communication, as a guide to act
GS14. take into account opportunities to address waste minimization, prevent infection,
environmental responsibility and sustainable practice issues

Qualification Pack
Assessment Criteria

Classification of theWaste Generated,Segregation

ofBiomedical Waste,Proper collectionand storage of 5 - - 10
Waste
PC1. handle, package, label, store, transport and

dispose of waste appropriately to minimize potential
5 - - 10
for contact with the waste and to reduce the risk to
the environment from accidental release
PC2. store clinical or related waste in an area that is

- - - -
accessible only to authorized persons
PC3. minimize contamination of materials,

- - - -
equipment and instruments by aerosols and splatter
Complying with aneffective infectioncontrol protocols 8 - - 10
PC4. apply appropriate health and safety measures

following appropriate personal clothing & protective 8 - - 10
equipment for infection prevention and control
PC5. identify infection risks and implement an

appropriate response within own role and
- - - -
responsibility in accordance with the policies and
procedures of the organization
PC6. follow procedures for risk control and risk

containment for specific risks. Use signs when and - - - -
where appropriate
PC7. ollow protocols for care following exposure to

- - - -
blood or other body fluids as required
PC8. remove spills in accordance with the policies

- - - -
and procedures of the organization
PC9. clean and dry all work surfaces with a neutral

detergent and warm water solution before and after - - - -
each session or when visibly soiled
PC10. demarcate and maintain clean and

contaminated zones in all aspects of health care - - - -
work
PC11. confine records, materials and medicaments

- - - -
to a welldesignated clean zone
PC12. confine contaminated instruments and

- - - -
equipment to a welldesignatedcontaminated zone

Qualification Pack

PC13. decontaminate equipment requiring special

processing in accordance with quality management
- - - -
systems to ensure full compliance with cleaning,
disinfection and sterilization protocols
PC14. replace surface covers where applicable - - - -
PC15. maintain and store cleaning equipment - - - -
PC16. report and deal with spillages and

contamination in accordance with current legislation - - - -
and procedures
Maintaining personalprotection andpreventing

8 - - 10
thetransmission ofinfections fromperson to person
PC17. maintain hand hygiene following hand washing

procedures before and after patient contact /or after 8 - - 10
any activity likely to cause contamination
PC18. cover cuts and abrasions with waterproof

- - - -
dressings and change as necessary
PC19. change protective clothing and gowns/aprons

daily, more frequently if soiled and where - - - -
appropriate, after each patient contact
PC20. perform additional precautions when standard

precautions alone may not be sufficient to prevent - - - -
transmission of infection
NOS Total 21 - - 30

Qualification Pack
NOS Code HSS/N9618
Follow infection control policies & procedures including biomedical

NOS Name
waste disposal protocols
Sector Healthcare

Sub-Sector
Health & Paramedics
Occupation Generic
NSQF Level 4
Credits TBD
Version 1.0
Assessment Guidelines and Assessment Weightage
Assessment Guidelines
1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Either
each element/Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC
will also lay down proportion of marks for Theory, viva and Skills Practical for each element/PC.
2. The assessment for the theory part will be based on knowledge bank of questions approved by the SSC.
3. Individual assessment agencies will create unique question papers for theory part for each
candidate/batch at each examination/training center (as per assessment criteria below).
4. Individual assessment agencies will create unique evaluations for skill practical & viva for every student
at each examination/ training center based on these criteria.
5. In case of successfully passing as per passing percentage of the job role, the trainee is certified for the
Qualification Pack.
6. In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.
Minimum Aggregate Passing % at QP Level : 70

Qualification Pack
(Please note: Every Trainee should score a minimum aggregate passing percentage as specified above, to
successfully clear the Qualification Pack assessment.)
Assessment Weightage
Compulsory NOS
National Occupational Theory Practical Project Viva Total

Weightage
Standards Marks Marks Marks Marks Marks
HSS/N6104.Assess patient
requirement and act 42 50 - 30 122 12
accordingly
HSS/N6105.Prepare for
patient admission,
registration & direct patient 80 50 - 75 205 12
to accurate unit as per
medical advice
HSS/N6106.Liaise &
coordinate with healthcare
25 - - 25 50 12
team for effective patient
management
HSS/N6107.Assist &
coordinate during discharge
90 50 - 80 220 12
& referral services & TPA
services
HSS/N6108.Facilitate billing
& process cash/credit 40 50 - 30 120 12
transactions
HSS/N9615.Maintain
interpersonal relationship
13 - - - 13 10
with patients, colleagues and
others
HSS/N9616.Maintain
professional & medico-legal 19 - - - 19 10
conduct
HSS/N9617.Maintain a safe,
healthy and secure working 20 - - 30 50 10
environment
HSS/N9618.Follow infection
control policies & procedures
21 - - 30 51 10
including biomedical waste
disposal protocols

Qualification Pack
National Occupational Theory Practical Project Viva Total

Weightage
Standards Marks Marks Marks Marks Marks
Total 350 200 - 300 850 100

Qualification Pack
Acronyms
NOS National Occupational Standard(s)
NSQF National Skills Qualifications Framework
QP Qualifications Pack
TVET Technical and Vocational Education and Training
PCR Patient Care Report
TAT Turnaround Time
HIS Hospital Information Systems
BMW Bio Medical Waste Management
CGHS Central Government Health Scheme
ECHS Ex-Servicemen Contributory Health Scheme
TPA Third Party Administration

Qualification Pack
Glossary
Sector is a conglomeration of different business operations having

similar business and interests. It may also be defined as a distinct
Sector
subset of the economy whose components share similar characteristics
and interests.
Sub-sector is derived from a further breakdown based on the

Sub-sector
characteristics and interests of its components.
Occupation is a set of job roles, which perform similar/ related set of

Occupation
functions in an industry.
Job role defines a unique set of functions that together form a unique
Job role
employment opportunity in an organisation.
OS specify the standards of performance an individual must achieve

when carrying out a function in the workplace, together with the
Occupational
Knowledge and Understanding (KU) they need to meet that standard
Standards (OS)
consistently. Occupational Standards are applicable both in the Indian
and global contexts.
Performance Criteria Performance Criteria (PC) are statements that together specify the
(PC) standard of performance required when carrying out a task.
National
NOS are occupational standards which apply uniquely in the Indian
Occupational
context.
Standards (NOS)
QP comprises the set of OS, together with the educational, training and
Qualifications Pack
other criteria required to perform a job role. A QP is assigned a unique
(QP)
qualifications pack code.
Unit code is a unique identifier for an Occupational Standard, which is

Unit Code
denoted by an ‘N’
Unit title gives a clear overall statement about what the incumbent
Unit Title
should be able to do.
Description gives a short summary of the unit content. This would be

Description helpful to anyone searching on a database to verify that this is the
appropriate OS they are looking for.
Scope is a set of statements specifying the range of variables that an

Scope individual may have to deal with in carrying out the function which have
a critical impact on quality of performance required.
Knowledge and Understanding (KU) are statements which together

Knowledge and specify the technical, generic, professional and organisational specific
Understanding (KU) knowledge that an individual needs in order to perform to the required
standard.

Qualification Pack
Organisational context includes the way the organisation is structured

Organisational
and how it operates, including the extent of operative knowledge
Context
managers have of their relevant areas of responsibility.
Technical knowledge is the specific knowledge needed to accomplish

Technical Knowledge
specific designated responsibilities.
Core skills or Generic Skills (GS) are a group of skills that are the key to
learning and working in today’s world. These skills are typically needed
Core Skills/ Generic
in any work environment in today’s world. These skills are typically
Skills (GS)
needed in any work environment. In the context of the OS, these include
communication related skills that are applicable to most job roles.
Electives are NOS/set of NOS that are identified by the sector as

contributive to specialization in a job role. There may be multiple
Electives electives within a QP for each specialized job role. Trainees must select
at least one elective for the successful completion of a QP with
Electives.
Options are NOS/set of NOS that are identified by the sector as

Options additional skills. There may be multiple options within a QP. It is not
mandatory to select any of the options to complete a QP with Options.
Casualty The person â€“ child or adult â€“ who has suffered the injury or illness
Any situation that immediately threatens the health and safety of

Emergency
children, staff or yourself

QP - Patient Relations Associate - PWD

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Qualiﬁcation Pack

Patient Relations Associate

NSQC Approved || Skill Council for PwD 1

Expository Mapped Parameters

Originating SSC Healthcare

Original QP code HSS/Q6102

Expository Next Review Date 22/08/2022

Expository Expository Minimum Entry Expository

Low-vision (Visual Graduate with NA

NSQC Approved || Skill Council for PwD 2

NSQC Approved || Healthcare Skill Council of India 3

HSS/Q6102: Patient Relations Associate

Brief Job Description

Applicable National Occupational Standards (NOS)

1. HSS/N6104: Assess patient requirement and act accordingly

5. HSS/N6108: Facilitate billing & process cash/credit transactions

6. HSS/N9615: Maintain interpersonal relationship with patients, colleagues and others

7. HSS/N9616: Maintain professional & medico-legal conduct

8. HSS/N9617: Maintain a safe, healthy and secure working environment

Qualiﬁcation Pack (QP) Parameters

Sub-Sector Healthcare Management

NSQC Approved || Healthcare Skill Council of India 4

Occupation Hospital Administration

Aligned to NCO/ISCO/ISIC Code NCO-2015/4225.9900

Graduate (in any stream)

Minimum Level of Education for Training in

Pre-Requisite License or Training NA

Minimum Job Entry Age 18 Years

Last Reviewed On 06/12/2017

Next Review Date 22/08/2022

NSQC Approval Date 22/08/2019

NSQC Approved || Healthcare Skill Council of India 5

HSS/N6104: Assess patient requirement and act accordingly

This unit/task covers the following:

Elements and Performance Criteria

NSQC Approved || Healthcare Skill Council of India 6

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. legislation, standards, policies, and procedures followed in the organization

NSQC Approved || Healthcare Skill Council of India 7

KU25. how to maintain conﬁdentiality

Generic Skills (GS)

User/individual on the job needs to know how to:

NSQC Approved || Healthcare Skill Council of India 8

NSQC Approved || Healthcare Skill Council of India 9

Theory Practical Project Viva

Interview & assesspatients or theirrepresentatives

PC1. meet and welcome visitors or patients 20 50 - 10

PC2. interview patients or their representatives to

PC3. identify and address the needs of visitors - - - -

PC4. listen carefully to patient queries and dealing

PC5. keep calm, empathy while arriving at a

PC6. follow up with patient and/or with staff till

PC7. spot patient service problems by sense and

PC8. recognize basic requirement of patient related

PC9. enquire patients if they are facing any

PC10. recognize repeated problems and alert the

PC11. share patient feedback with others to identify