Customer Care Executive

JOB DESCRIPTION

• To provide a range of reception intake and associated administrative services pertaining to incoming patients.
• Customer care executives will answer and direct incoming calls to appropriate individuals.
• Perform specified routine procedures such as greeting and referring patients, answering routine/administrative inquiries, and general office support activities as appropriate.

RESPONSIBILITIES

• Prepare different insurance claim forms to go with the files and arrange them in the respective doctor’s chambers.
• Maintains confidentiality of the files at all times
• Cater to the needs of the all incoming patients (with or without appointments).
• Registration of new patients to include the explanation of the Patient & Family Bill of Rights & Responsibilities.
• Record incoming messages of doctors.
• Provides information to assist patients or refer them to appropriate contact, either in the organization or elsewhere.
• Participates in the monthly staff educational conferences
• Committed to do all the duties (with different timings) accordingly as assigned by the Supervisors.
• Develops and maintains the feedback / complaint procedure for customers to use and receive redressal
• Expedites flow of visitors/patients and ensure that each person receives outstanding customer service by providing a friendly environment.
• Provides information about the medical insurance coverage to patients and check the same thru online eligibility diligently before sending the patient to the doctor.
• Investigate patient/visitor concerns and implements appropriate courses of action.
• Performs duties of handling Patient / Telephone / back office work.
• Daily auditing of insurance claims
• Count money in cash drawers at the beginning of shift to ensure that amount is correct.
• Compute and record totals of transactions.
• Collecting cash as per payment slip.
• Track the correct service with price as per request by the doctor.
• Receive payment by cash, cheque, credit card and vouchers.
• Verify the insurance card validity, coverage and approval status. Check doctors and patients signature, eligibility on the claim form.
• Issue receipt & detailed summary of bills.
• Submitting previous day collecting to accounts.
• Work in all shifts as scheduled by the Head of Department.
• Strictly adheres to organization’s regulations and policies especially those related to infection control, patient safety.
• Supports Continuous Quality Improvement and participates and contributes to all
• The quality assurance activities of the service.
• Participates and contributes in scheduled in-service training programs.
• Exercises effective interpersonal skills in dealings with department staff, associates and Management.
• Maintains confidentiality as per the agreement signed.
• 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.

QUALIFICATIONS

• 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.
• Proficient technology application skills; Basic MS Office (Word, Excel, & Powerpoint) MS Outlook & Internet explorer skills.
• Must have an exceptional interpersonal skills, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals; superior phone etiquette skills
• Patient focused; service oriented; patient & understanding.
• Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure
• Ability to work independently with minimal supervision.
• Reliable, punctual, dependable, and responsive.
• Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.