Customer Care Executive

6 months ago

Dubai, United Arab Emirates NMC Healthcare Full time

To provide a range of reception and associated administrative services pertaining to patients. Customer care executives will answer and direct incoming calls to appropriate individuals/departments. Perform specified routine procedures such as greeting ,registration and billing, referring patients, answering routine/administrative enquiries, and general office support activities as appropriate.
- Treating the patients with respect, kindness, and empathy. Following proper individual and telephone etiquette while interacting with patients
- To check the appointment schedule for the day and reconfirm them and prepare the required documents and accommodate patients smoothly.
- Provides information about the medical insurance coverage to patients and checks the same through online eligibility diligently before sending the patient to the doctor. Provides the related documents like claim form and eligibility to the doctor’s clinic when required.
- Verifies the insurance card validity, coverage, and approval status. Checks doctor’s and patient’s signature on the claim form whenever applicable
- Registration of the patients visit in the hospital system for both new and revisit patients
- Billing the services rendered and collection of the payment with correct explanation to the patient
- Maintaining transparency in cash collection as per the payment slip. Receipt of payment through cash/credit card/cheque/vouchers to be accurately allocated in the HIS.
- Responsible for verifying the services rendered to the patient as per the doctor’s order during billing
- Responsible for issue of receipts & detailed summary of bills.
- Maintaining confidentiality of the patient files/related information at all times
- Catering to the needs of all patients (with or without appointments).
- Registration of new patients to include the explanation of the Patient & Family Bill of Rights & Responsibilities.
- Communicating information or messages received, to the concerned person effectively and promptly
- Provides information to assist patients or refer them to concerned department/appropriate contact in the organization.
- Participates in the monthly staff educational conferences/ trainings/seminars
- To follow the duty schedule prepared by the supervisors as per the requirement of the departmental operations (different time schedules).
- To assist in collection of patient feedback and to guide the patients regarding the complaint redressal procedure whenever required. To aid in the projects and tasks pertaining to improvement of patient satisfaction
- Expedites flow of visitors/patients and ensure that each person receives outstanding customer service by providing a friendly environment.
- Investigates patient/visitor concerns and implements appropriate course of action.
- Performs duties of handling Patient / Telephone / back office work as per the departmental need
- Daily auditing of bills to ensure that it is up to date and closed as per billing protocol
- Maintaining the petty cash received as per the billing protocol along with handover process at the end of shift
- Responsible for computing the total transactions of the day and tallying the same with the HIS.
- Well versed with the billing guidelines of the hospital about cash handling, submission of collection, supportive documents, discount procedure, refund policy etc.
- Handling admission and discharge of patient in hospital.
- Strictly adheres to organization’s regulations and policies especially those related to infection control, patient safety, JCI.
- Supports Continues Quality Improvement and participates and contributes to all the quality assurance activities of the service.
- Participates and contributes to scheduled in-service training programs.
- Exercises effective interpersonal skills in dealing with department staff, colleagues, and Management.
- Demonstrates the ability to listen to others in promoting effective communication.
- Develops thorough understanding of policies and procedures of the hospital and demonstrates respect for them.
- Carries out other duties when requested by the Head of department.
- Preferably a college graduate in any discipline.
- Minimum 1-year experience as a receptionist in a patient focused environment and operation of multi-line switchboard system.
- Must have an exceptional interpersonal skill, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals, superior telephone etiquette
- Patient focused; service oriented; patient & understanding.
- Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure
- Ability to work independently with mínimal supervision.
- Reliable, punctual, dependable, and responsive.
- Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.

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