Job Description

Roles & Responsibilities

General

• 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 details 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 behaviour

• Participates in educational programs, in-service meetings and trainings as directed 

• Attends meetings as required

1.  Customer Service 

• 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

1.  Call Center

• 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.

• Directs complaints to the concerned department and transfers extremely difficult callers to the Call Center Front Office In Charge

  
  

1.  Outpatient Clinics

• 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

  
  

1.  Inpatient Wards

• Patients are pre-admitted as per pre-admission procedure 

• Patients are informed of documentation required and relevant financial aspects, for admission 

• Patients are discharged as per procedure 

• Discharge records are completed and processed as per procedure 

  
  

1.  Billing

• 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

Desired Candidate Profile

1. Ability to analyze and solve problems.

   
   

   1. Ability to demonstrate highly developed communication and organizational skills at all levels.

1. Ability to manage difficult patient situations, responding promptly to the needs of the patient, soliciting feedback to improve service, responding to requests for service/assistance.

1. Ability to provide compassionate care that is respectful to patients' cultural preferences.

1. Ability to review procedures and implement new models of service delivery to satisfy Patient and Customer and organizational requirements.

1. Ability to work autonomously with minimal supervision and in a team within a complex clinical setting.

1. Administrative Skills: Attention to details, Good telephone etiquettes, Team player, Stress management and Time management skill.

1. Dedicated, polite, professional, light hearted, intelligent, trustworthy, empathetic, organized and able to multitask.

1. Demonstrated commitment to quality outcomes 

1. Demonstrates knowledge and practice of confidentiality policy. 

1. Diploma or Graduate in any discipline.