Patient Experience Coordinator (Sakina)
SEHA - Abu Dhabi Health Services Co.
Date: 2 weeks ago
City: Abu Dhabi
Contract type: Full time
Job Description
Responsible for supporting the officer in 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 supporting the officer in 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
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Room Service Server
Four Seasons,
Abu Dhabi
2 hours ago
About Four SeasonsFour Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with...
Contract Administrator
WSP in the Middle East,
Abu Dhabi
1 day ago
Job DescriptionWe are seeking a Contract Administrator with strong Abu Dhabi project experience to join a leading engineering consultancy / supervision team.The role requires a consultant-side professional with deep expertise in transport infrastructure and utilities projects, responsible for managing FIDIC-based contracts, claims, and commercial administration within a supervision/PMC environment.ResponsibilitiesAdminister contracts in accordance with FIDIC (Red Book / White Book) and...
Senior Landscape Architect
AtkinsRéalis,
Abu Dhabi
1 day ago
OverviewAs a provider of multi-disciplined technical services to the built environment, Atkins Middle East is committed to design excellence in the delivery of first-class solutions which combine innovation, imagination, and best practice. Working in a multidisciplinary team of designers and engineers providing a professional design service to our clients, this is an ideal opportunity for individuals looking to develop their...