Customer Care Executive

Job Description:

• Greet patients or their families and inquire about the nature of their inquiry.

• Provide information to assist patients or refer them to the appropriate contact, either within the organization or elsewhere.

• Advocate patients' and their families' rights and responsibilities, confidentiality, information, and education.

• Develop and maintain the feedback/complaint procedure for customers to use and receive redressal.

• Communicate all information to the Floor Supervisor on a daily basis.

• Expedite the 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.

• Provide information about medical insurance coverage to patients and check the same diligently before sending the patient to the doctor.

• Investigate patient/visitor concerns and implement appropriate courses of action.

• Ensure appropriate Billing of Service rendered by the patient through HIS.

• Keep accurate records of discussions or correspondence with customers.

• Perform duties of handling Patient/Telephone/Cash/back office work as specified in the duty roster.

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

Responsibilities:

• Greet patients or their families and inquire about the nature of their inquiry.

• Provide information to assist patients or refer them to the appropriate contact, either within the organization or elsewhere.

• Advocate patients' and their families' rights and responsibilities, confidentiality, information, and education.

• Develop and maintain the feedback/complaint procedure for customers to use and receive redressal.

• Communicate all information to the Floor Supervisor on a daily basis.

• Expedite the 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.

• Provide information about medical insurance coverage to patients and check the same diligently before sending the patient to the doctor.

• Investigate patient/visitor concerns and implement appropriate courses of action.

• Ensure appropriate Billing of Service rendered by the patient through HIS.

• Keep accurate records of discussions or correspondence with customers.

• Perform duties of handling Patient/Telephone/Cash/back office work as specified in the duty roster.

• 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 the smooth flow of information, in clinic setting or otherwise, as applicable.

Qualifications:

• Preferably a graduate in any discipline.

• 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.

• Proficient technology application skills; Basic MS Office (Word, Excel, & Powerpoint), MS Outlook & Internet Explorer skills.

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

• Patient-focused; service-oriented; patient & understanding.

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

• Ability to work independently with minimal supervision.

• Reliable, punctual, dependable, and responsive.

• Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.