Associate Customer Care Executive

Description

Job Description

Customer Service
Help in Registration form and Insurance form completion process
Assist patients to complete all necessary forms and documentation including medical insurance
Ask about problem of the patient and refer to the concerned Clinician (in consultation with the Nurses if required)
Send patient to concerned counter. Assist patient if required in reaching to the counter
Organizing and maintaining patient records, consent forms, payment forms, etc.
Ensure patients are informed if a clinician is running late or called out
Ensure hygiene standards are maintained
Organize and maintain forms and office stationery required for front desk activities
Ensure all standard protocols set by organization are maintained
Respect and maintain the privacy and dignity of patients, assure client confidentiality at all times
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
Book appointments over phone as well as through walk ins
Schedule /Reschedule / cancel and confirms appointments (Clinicians consultation, Radiology appointments etc.)
Schedule appointment requested through websites and SMS
Schedule patient’s hospital admissions, file and complete Insurance check list, disclaimers, admission form and insurance forms, Medical Records, approvals etc.
Determine the financial status of patients and their eligibility for health services
Cross verify all appointment files taken out by support staff with appointment list attached (insurance forms will be inserted)
Confirm all appointments for the following day over telephone on a daily basis

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

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

Job interactions
Works closely with internal stakeholders in matters related to checking for approvals, assisting patients, maintaining hygiene standards etc
Works closely with external stakeholders to handle queries and feedback

Minimum Experience
0 – 2 Years

Specific / Relevant Experience
Experience in Handling Customers/ Patients in similar role