Customer Relations Officer (Sakina)
SEHA - Abu Dhabi Health Services Co.
Date: 2 weeks ago
City: Abu Dhabi
Contract type: Full time
Job Description
Responsible for providing patients and their families with on the spot help and information and high quality customer service. Also responsible for providing customer information and feedback to the staff and management for quality purposes.
Responsibilities
Key Responsibilities of the role
Key Responsibilities of the role Corresponding Key Activities performed by the role
Customer Service and Support
Interact with customers face to face, over telephone, email, chat, mobile app, etc. to answer questions and provide general information on appointments, referrals, facilities, available services, care providers, events and campaigns; and other information as requested
Demonstrate a patient centered approach in all interactions, ensuring adherence to SEHA values and service excellence standards, established workflows, call scenarios and scripts
Maintain courtesy, professionalism, confidentiality and privacy when interacting with patients, customers, and staff members
Proactively attending to patient needs, requests and concerns
Stay updated on services available, physician specialties, facility workflows, required documents, campaigns and events
Share information on workflow updates, eligibility updates, new campaigns, and events with patients
Assist with positive and timely resolution and documentation of requests and issues and escalate any formal complaints to the Quality team
Communicate directly with various SEHA staff members to resolve issues and concerns
Escalate clinical questions to the Clinical team
Escalate unresolved queries or concerns to team leaders or Senior Officers
Handle assigned tasks in accordance with set policies and procedures (scheduling, registration, eligibility check, payment collection, etc.)
Appointment Scheduling
Follow SEHA policies and procedures for registering patients; scheduling, rescheduling and canceling appointments; calling to remind patients or provide information; checking patients in; checking insurance eligibility and visit authorizations, updating patient information, ensuring consent forms are signed, generating wrist bands, completing inpatient admissions, collecting payments, issuing receipts, etc.
Promote and prioritize scheduling for new doctors and services, or those with less bookings
Obtain and input accurate and updated demographic data, contact details, and insurance information for all scheduled patients
Identify and assign correct Enterprise Person Identification and/ or Medical Record Numbers
Orient the customer to the registration process, identification, patient rights and responsibilities and consent forms, as required
Initiate and forward all merge requests for multiple EPI or MRN records to the HIM (Health Information Management) department
Provide information to patients on expected waiting times, next steps, follow up appointments - proactively and when questions arise
Coordinate and assist nursing staff and physicians to prevent and address patient complaints
Coordinate with other departments to ensure efficient and accurate scheduling, registration and admission of patients
Required
QUALIFICATIONS
Diploma in Accounting/Finance/Business Administration or any relevant field
Desired
Bachelor's degree or equivalent in Accounting/Finance/Business Administration or any relevant field
Responsible for providing patients and their families with on the spot help and information and high quality customer service. Also responsible for providing customer information and feedback to the staff and management for quality purposes.
Responsibilities
Key Responsibilities of the role
Key Responsibilities of the role Corresponding Key Activities performed by the role
Customer Service and Support
Interact with customers face to face, over telephone, email, chat, mobile app, etc. to answer questions and provide general information on appointments, referrals, facilities, available services, care providers, events and campaigns; and other information as requested
Demonstrate a patient centered approach in all interactions, ensuring adherence to SEHA values and service excellence standards, established workflows, call scenarios and scripts
Maintain courtesy, professionalism, confidentiality and privacy when interacting with patients, customers, and staff members
Proactively attending to patient needs, requests and concerns
Stay updated on services available, physician specialties, facility workflows, required documents, campaigns and events
Share information on workflow updates, eligibility updates, new campaigns, and events with patients
Assist with positive and timely resolution and documentation of requests and issues and escalate any formal complaints to the Quality team
Communicate directly with various SEHA staff members to resolve issues and concerns
Escalate clinical questions to the Clinical team
Escalate unresolved queries or concerns to team leaders or Senior Officers
Handle assigned tasks in accordance with set policies and procedures (scheduling, registration, eligibility check, payment collection, etc.)
Appointment Scheduling
Follow SEHA policies and procedures for registering patients; scheduling, rescheduling and canceling appointments; calling to remind patients or provide information; checking patients in; checking insurance eligibility and visit authorizations, updating patient information, ensuring consent forms are signed, generating wrist bands, completing inpatient admissions, collecting payments, issuing receipts, etc.
Promote and prioritize scheduling for new doctors and services, or those with less bookings
Obtain and input accurate and updated demographic data, contact details, and insurance information for all scheduled patients
Identify and assign correct Enterprise Person Identification and/ or Medical Record Numbers
Orient the customer to the registration process, identification, patient rights and responsibilities and consent forms, as required
Initiate and forward all merge requests for multiple EPI or MRN records to the HIM (Health Information Management) department
Provide information to patients on expected waiting times, next steps, follow up appointments - proactively and when questions arise
Coordinate and assist nursing staff and physicians to prevent and address patient complaints
Coordinate with other departments to ensure efficient and accurate scheduling, registration and admission of patients
Required
QUALIFICATIONS
Diploma in Accounting/Finance/Business Administration or any relevant field
Desired
Bachelor's degree or equivalent in Accounting/Finance/Business Administration or any relevant field
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