Customer Care Executive (UAEN)

JOB DESCRIPTION

1. Greets patients or their families and finds out the nature of their enquiry.
2. Provides information to assist patients or refer them to appropriate contact, either in the organization or elsewhere.
3. Advocate Patients’ and their families’ rights and responsibilities, confidentiality, information and education.
4. Develops and maintains the feedback/complaint procedure for customers to use and receive redressal.
5. Communicates all information to Floor Supervisor on daily basis.
6. Expedites flow of visitors/patients and ensure that each person receives outstanding customer service by providing a friendly environment, timely & prompt assistance, optimizing waiting time. Provide adequate information as & when required.
7. Provides Information about medical insurance coverage to patients and check the same diligently before sending the patient to the doctor.
8. Investigates patient/visitor concerns and implements appropriate courses of action.
9. To ensure appropriate Billing of Service rendered by patient through HIS.
10. Keeps accurate records of discussions or correspondence with customers.
11. Perform duties of handling Patient /Telephone/Cash/back office work as specified in the duty roaster.
12. Perform other related duties incidental to the work described herein as and when assigned by the higher authorities.

Provide communication support-assist colleagues, including clinicians and nurses in communicating with patients who have language barriers preventing smooth flow of information, in clinic setting or otherwise, as applicable

RESPONSIBILITIES

1. Greets patients or their families and finds out the nature of their enquiry.
2. Provides information to assist patients or refer them to appropriate contact, either in the organization or elsewhere.
3. Advocate Patients’ and their families’ rights and responsibilities, confidentiality, information and education.
4. Develops and maintains the feedback/complaint procedure for customers to use and receive redressal.
5. Communicates all information to Floor Supervisor on daily basis.
6. Expedites flow of visitors/patients and ensure that each person receives outstanding customer service by providing a friendly environment, timely & prompt assistance, optimizing waiting time. Provide adequate information as & when required.
7. Provides Information about medical insurance coverage to patients and check the same diligently before sending the patient to the doctor.
8. Investigates patient/visitor concerns and implements appropriate courses of action.
9. To ensure appropriate Billing of Service rendered by patient through HIS.
10. Keeps accurate records of discussions or correspondence with customers.
11. Perform duties of handling Patient /Telephone/Cash/back office work as specified in the duty roaster.
12. Perform other related duties incidental to the work described herein as and when assigned by the higher authorities.

Provide communication support-assist colleagues, including clinicians and nurses in communicating with patients who have language barriers preventing smooth flow of information, in clinic setting or otherwise, as applicable

QUALIFICATIONS

Preferably a graduate in any discipline.

6.2          Minimum 1-year experience as a receptionist in a patient focused environment and operation of multi-line switchboard system is preferable.  Interest to work in a   Hospital related environment. 

6.3          Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.

6.4          Must have an exceptional interpersonal skills, maturity, good judgment and be    capable of communicating in a professional manner with diverse range of individuals; superior phone etiquette skills

6.5          Patient focused; service oriented; patient & understanding.

6.6          Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure

6.7          Ability to work independently with minimal supervision.

6.8          Reliable, punctual, dependable, and responsive.

6.9          Excellent command of oral and written English. Arabic language antageous/desirable but not essential.