Customer Care

3 weeks ago

Dubai, Dubai, United Arab Emirates Aster Hospital Full time

Responsibilities:

  1. Help in Registration form and Insurance form completion process
  2. Assist patients to complete all necessary forms and documentation including medical insurance
  3. Ask about the problem of the patient and refer to the concerned Clinician (in consultation with the Nurses if required)
  4. Send patient to the concerned counter. Assist the patient if required in reaching the counter
  5. Organizing and maintaining patient records, consent forms, payment forms, etc.
  6. Ensure patients are informed if a clinician is running late or called out
  7. Ensure hygiene standards are maintained
  8. Organize and maintain forms and office stationery required for front desk activities
  9. Ensure all standard protocols set by the organization are maintained
  10. Respect and maintain the privacy and dignity of patients, assure client confidentiality at all times
  11. Answer all incoming calls and route them to the appropriate department/employee, answer customers' queries, and provide information on procedures, packages, specialties, timings of the consultant, etc.

Appointment Handling and Scheduling:

  1. Book appointments over phone as well as through walk-ins
  2. Schedule/Reschedule/cancel and confirm appointments (Clinicians consultation, Radiology appointments, etc.)
  3. Schedule appointments requested through websites and SMS
  4. Schedule patient's hospital admissions, file and complete Insurance checklist, disclaimers, admission form and insurance forms, Medical Records, approvals, etc.
  5. Determine the financial status of patients and their eligibility for health services
  6. Cross verify all appointment files taken out by support staff with appointment list attached (insurance forms will be inserted)
  7. Confirm all appointments for the following day over telephone on a daily basis

Insurance:

  1. Check with Insurance Coordinator for cases requiring approvals
  2. Coordinate with Symphony for insurance-related matters
  3. Check with Insurance Coordinator the status of the Insurance card produced by the patient
  4. Check with the Insurance coordinator about the packages covered

Records & Data Management:

  1. Administer regular and electronic mail when required, to ensure proper action is taken on all incoming mail
  2. Maintain medical records and report when required
  3. Make spreadsheets, manage data and create documents on computers using desktop publishing programs
  4. Cross verify and file all lab reports in the absence of the MRD
  5. Enter all lab reports file numbers clinician-wise

Job Interactions:

  1. Work closely with internal stakeholders in matters related to checking for approvals, assisting patients, maintaining hygiene standards, etc.
  2. Work closely with external stakeholders to handle queries and feedback

Specific / Relevant Experience:

  1. Experience in Handling Customers/ Patients in a similar role
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