Patient Experience Specialist

Patient Experience Executive

Job Description

To provide a range of reception intake and associated administrative services pertaining to incoming patients. The customer office executive 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

• Greets patients or their families and finds out the nature of their enquiry.
• Provides information to assist patients or refer them to appropriate contact, either in the organization or elsewhere.
• Advocates Patients’ and their families’ rights and responsibilities, confidentiality, information and education.
• Develops and maintains the feedback/complaint procedure for customers to use and receive redressal.
• Communicates all information to Floor Supervisor on a daily basis.
• Expedites flow of visitors/patients and ensures that each person receives outstanding customer service by providing a friendly environment.
• Provides information about medical insurance coverage to patients and checks the same diligently before sending the patient to the doctor.
• Investigates patient/visitor concerns and implements appropriate courses of action.
• Keeps accurate records of discussions or correspondence with customers.
• Performs duties of handling Patient/Telephone/Cash/back office work as specified in the duty roster.
• Performs other related duties incidental to the work described herein as and when assigned by the higher authorities.
• Complies with all OSH and infection control policies, standards and procedures and cooperates with hospital management to comply those requirements.
• Works according to documented OSH procedures and instructions, specific responsibilities.
• Is familiar with emergency and evacuation procedures.
• Notifies OSH hazards, incidents, near misses and issues and assists with the preparation of risk assessments and incident reports.
• Complies with waste management procedures and policies.
• Attends applicable OSH/infection control training programs, mock drills and awareness programs.
• Uses appropriate personal protective equipment and safety systems.

Qualifications

• Preferably a graduate in any discipline.
• Minimum 1-year experience as a receptionist in a patient-focused environment and operation of a multi-line switchboard system is preferable; interest to work in a hospital-related environment.
• Proficient technology application skills; basic MS Office (Word, Excel, PowerPoint), MS Outlook & Internet Explorer skills.
• Must have exceptional interpersonal skills, maturity, good judgment and be capable of communicating in a professional manner with a 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.