Customer Care Executive
NMC Healthcare
Date: 2 weeks ago
City: Abu Dhabi
Contract type: Full time
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- Makes patients and their families feel welcome in the hospital.
- Exhibits care and service with empathy.
- Provides personalized service by identifying regular patients, greeting patients by name and maintains their details.
- Maintain the Key Result Areas (KRAs) / Key Performance Indicators (KPIs) related to each section as describing in detail in “Orientation Checklist” in the appendices.
- section Arranges for an interpreter as needed.
- Recognizes patients in need of immediate medical attention and activates appropriate response systems.
- Facilitates communication between Front Office Executives and patient/customer and other members of the health care discipline.
- Coordinates customer care services beyond the reception area.
- Relays feedback from patients and their families to the Front Office In Charge.
- Greets patients and their families and enquires about the nature of their visit / call and implements appropriate course of action.
- Protects patients' rights by maintaining confidentiality of personal and financial information.
- Maintains operations by following policies and procedures, reporting needed changes to the Customer Relations Manager.
- Contributes to team effort by accomplishing related results as needed
- Competence is demonstrated in all performance output areas
- Meet patient and customer expectations and maintain quality service principles
- Manages complaints in a time sensitive manner
- Document and resole complaint where applicable
- Participate in Quality Improvement projects
- Company values are demonstrated in behavior
- Participates in educational programs, in-service meetings and trainings as directed
- Recognizes patients in need of immediate medical attention and activates appropriate response systems.
- Directs patients to the right department by escorting them.
- Facilitates communication between Front Office Executives and patient/customer and other members of the health care discipline.
- Coordinates customer care services beyond the reception area.
- Conduct daily patient satisfaction survey
- Conduct daily patient visit
- Relays feedback from patients and their families to the Customer Relations Manager
- Answers incoming calls within 3 rings
- Responds to callers' needs in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first call resolution.
- Answers caller's questions at the same time tries to obtain full understanding of what information is being requested.
- Understands the requirement of the callers and provides information accordingly. Provides accurate information about the services offered by the Hospital.
- Directs calls to the appropriate department/individuals, both external & internal calls.
- Maintains an accurate telephone directory to ensure connecting callers to the desired destination.
- Conducts appointment bookings for the clinics.
- Provides physician referrals to callers.
- Exhibits urgent call management techniques and diplomacy while dealing with difficult situations.
- Responds to caller query/ problems within assigned level of authority.
- Reports in a detailed and accurate manner to the Call Center Supervisor, when required.
- Ensures the caller is on hold when transferring or briefly leaving the line and informs the caller prior to doing so.
- Generation of timely and accurate bills, receipts and refunds as per hospital policy.
- Collecting and remitting cash.
- Remit all the bills/ cash accurately to finance at the end of the shift
- Generation of cash/credit summary and reports on a daily basis
- Daily reconciliation of collection summary with cash remittance
- Updating of patient accounts daily
- Checking on interim bills and following up on patients for further deposits
- Reconciliation of charges posted bills not raised on a daily basis
- Registers new patients in the Information Technology system ensuring accurate information is collected and opens new medical record accordingly.
- Messages are taken and delivered to appropriate individuals within set time frame
- Telephone etiquette principles are followed
- Patient demographic data and accurate eligibility details collected and entered into system as per company standards
- Schedules appointments, collects payments, enters charges, performs back-office work and issues receipts as specified in the duty rota.
- Communicates all relevant information to Front Office in Charge on a daily basis.
- Expedites flow of visitors/patients and ensures that each person receives customer care service that exceeds expectations by providing a welcoming environment.
- Provides information about medical insurance coverage to patients and checks with the accounts/insurances department to ensure accurate information before sending the patient to the doctor.
- Comforts patients by anticipating patients' anxieties; answering patients' questions; maintaining the reception area.
- Recognizes patients in need of immediate medical attention and activates appropriate response systems.
- Patient / Customer are welcomed and received according to company procedure
- Registration forms are signed and filed.
- Insurance Card copies kept on patient files/system.
- Patient attendance confirmed by entering data into the system as per company standards. Patient medical records requested where applicable.
- Financial Consent Form signed by patient/legal guardian
- Act as source of information about hospital/clinic services, policies and rules
- Makes patients and their families feel welcome in the hospital.
- Exhibits care and service with empathy.
- Provides personalized service by identifying regular patients, greeting patients by name and maintains their details.
- Maintain the Key Result Areas (KRAs) / Key Performance Indicators (KPIs) related to each section as describing in detail in “Orientation Checklist” in the appendices.
- section Arranges for an interpreter as needed.
- Recognizes patients in need of immediate medical attention and activates appropriate response systems.
- Facilitates communication between Front Office Executives and patient/customer and other members of the health care discipline.
- Coordinates customer care services beyond the reception area.
- Relays feedback from patients and their families to the Front Office In Charge.
- Greets patients and their families and enquires about the nature of their visit / call and implements appropriate course of action.
- Protects patients' rights by maintaining confidentiality of personal and financial information.
- Maintains operations by following policies and procedures, reporting needed changes to the Customer Relations Manager.
- Contributes to team effort by accomplishing related results as needed
- Competence is demonstrated in all performance output areas
- Meet patient and customer expectations and maintain quality service principles
- Manages complaints in a time sensitive manner
- Document and resole complaint where applicable
- Participate in Quality Improvement projects
- Company values are demonstrated in behavior
- Participates in educational programs, in-service meetings and trainings as directed
- Recognizes patients in need of immediate medical attention and activates appropriate response systems.
- Directs patients to the right department by escorting them.
- Facilitates communication between Front Office Executives and patient/customer and other members of the health care discipline.
- Coordinates customer care services beyond the reception area.
- Conduct daily patient satisfaction survey
- Conduct daily patient visit
- Relays feedback from patients and their families to the Customer Relations Manager
- Answers incoming calls within 3 rings
- Responds to callers' needs in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first call resolution.
- Answers caller's questions at the same time tries to obtain full understanding of what information is being requested.
- Understands the requirement of the callers and provides information accordingly. Provides accurate information about the services offered by the Hospital.
- Directs calls to the appropriate department/individuals, both external & internal calls.
- Maintains an accurate telephone directory to ensure connecting callers to the desired destination.
- Conducts appointment bookings for the clinics.
- Provides physician referrals to callers.
- Exhibits urgent call management techniques and diplomacy while dealing with difficult situations.
- Responds to caller query/ problems within assigned level of authority.
- Reports in a detailed and accurate manner to the Call Center Supervisor, when required.
- Ensures the caller is on hold when transferring or briefly leaving the line and informs the caller prior to doing so.
- Generation of timely and accurate bills, receipts and refunds as per hospital policy.
- Collecting and remitting cash.
- Remit all the bills/ cash accurately to finance at the end of the shift
- Generation of cash/credit summary and reports on a daily basis
- Daily reconciliation of collection summary with cash remittance
- Updating of patient accounts daily
- Checking on interim bills and following up on patients for further deposits
- Reconciliation of charges posted bills not raised on a daily basis
- Registers new patients in the Information Technology system ensuring accurate information is collected and opens new medical record accordingly.
- Messages are taken and delivered to appropriate individuals within set time frame
- Telephone etiquette principles are followed
- Patient demographic data and accurate eligibility details collected and entered into system as per company standards
- Schedules appointments, collects payments, enters charges, performs back-office work and issues receipts as specified in the duty rota.
- Communicates all relevant information to Front Office in Charge on a daily basis.
- Expedites flow of visitors/patients and ensures that each person receives customer care service that exceeds expectations by providing a welcoming environment.
- Provides information about medical insurance coverage to patients and checks with the accounts/insurances department to ensure accurate information before sending the patient to the doctor.
- Comforts patients by anticipating patients' anxieties; answering patients' questions; maintaining the reception area.
- Recognizes patients in need of immediate medical attention and activates appropriate response systems.
- Patient / Customer are welcomed and received according to company procedure
- Registration forms are signed and filed.
- Insurance Card copies kept on patient files/system.
- Patient attendance confirmed by entering data into the system as per company standards. Patient medical records requested where applicable.
- Financial Consent Form signed by patient/legal guardian
- Act as source of information about hospital/clinic services, policies and rules
- Bachlors
- Experience in healthcare industry
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