Customer Care Executive NMC Royal Womens Hospital Abu Dhabi

Full time @NMC Healthcare in Healthcare
  • Abu Dhabi, United Arab Emirates, Royal Womens Hospital, Abu Dhabi, AE AE View on Map
  • Post Date : December 17, 2024
  • Apply Before : January 15, 2025
  • Salary: د.إ6,000.0 - د.إ12,000.0 / Monthly
  • 1 Application(s)
  • View(s) 143
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Job Detail

  • Job ID 27661
  • Career Level  Intermediate
  • Experience  2 Years
  • Gender  Male Female 
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Job Description

NMC Healthcare presently has a job opening for suitably qualified and experienced candidate for position of a Customer Care Executive at Royal Womens Hospital, Abu Dhabi, AE. This is an Intermediate level full time role. For this position salary ranges from 6000-12000 AED, which may be slightly negotiable during the interview process.

Responsibilities of Customer Care Executive

  • Makes patients and their families feel welcome in the hospital.
  • Exhibits care and service with empathy.
  • Provides personalized service by identifying regular patients, greeting patients by name and maintains their details.
  • Maintain the Key Result Areas (KRAs) / Key Performance Indicators (KPIs) related to each section as describing in details in “Orientation Checklist” in the appendices.
  • section Arranges for an interpreter as needed.
  • Recognizes patients in need of immediate medical attention and activates appropriate response systems.
  • Facilitates communication between Front Office Executives and patient/customer and other members of the health care discipline.
  • Coordinates customer care services beyond the reception area.
  • Relays feedback from patients and their families to the Front Office In Charge.
  • Greets patients and their families and enquires about the nature of their visit / call and implements appropriate course of action.
  • Protects patients’ rights by maintaining confidentiality of personal and financial information.
  • Maintains operations by following policies and procedures, reporting needed changes to the Customer Relations Manager.
  • Contributes to team effort by accomplishing related results as needed
  • Competence is demonstrated in all performance output areas
  • Meet patient and customer expectations and maintain quality service principles
  • Manages complaints in a time sensitive manner
  • Document and resole complaint where applicable
  • Participate in Quality Improvement projects
  • Company values are demonstrated in behaviour
  • Participates in educational programs, in-service meetings and trainings as directed
  • Attends meetings as required.

Customer Service

  • Recognizes patients in need of immediate medical attention and activates appropriate response systems.
  • Directs patients to the right department by escorting them.
  • Facilitates communication between Front Office Executives and patient/customer and other members of the health care discipline.
  • Coordinates customer care services beyond the reception area.
  • Conduct daily patient satisfaction survey
  • Conduct daily patient visit
  • Relays feedback from patients and their families to the Customer Relations Manager.
  • Call Center:Answers incoming calls within 3 rings
  • Responds to callers’ needs in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first call resolution.
  • Answers caller’s questions at the same time tries to obtain full understanding of what information is request.
  • Understands the requirement of the callers and provides information accordingly. Provides accurate information about the services offered by the Hospital.
  • Directs calls to the appropriate department/individuals; both external & internal calls.
  • Maintains an accurate telephone directory to ensure connecting callers to the desired destination.
  • Conducts appointment bookings for the clinics.
  • Provides physician referrals to callers.
  • Exhibits urgent call management techniques and diplomacy while dealing with difficult situations.
  • Responds to caller query/ problems within assigned level of authority.
  • Reports in a detailed and accurate manner to the Call Center Supervisor, when required.
  • Ensures the caller is on hold when transferring or briefly leaving the line and informs the caller prior to doing so.
  • Directs complaints to the concerned department and transfers extremely difficult callers to the Call Center Front Office In Charge.

Outpatient Clinics

  • Registers new patients in the Information Technology system ensuring accurate information is collect and opens new medical record accordingly.
  • Messages are taken and delivered to appropriate individuals within set time frame
  • Telephone etiquette principles are follow.
  • Patient demographic data and accurate eligibility details collected and entered into system as per company standards
  • Schedules appointments, collects payments, enters charges, performs back office work and issues receipts as specified in the duty rota.
  • Communicates all relevant information to Front Office In Charge on a daily basis.
  • Expedites flow of visitors/patients and ensures that each person receives customer care service that exceeds expectations by providing a welcoming environment.
  • Provides information about medical insurance coverage to patients and checks with the accounts/insurances department to ensure accurate information before sending the patient to the doctor.
  • Comforts patients by anticipating patients’ anxieties; answering patients’ questions; maintaining the reception area.
  • Recognizes patients in need of immediate medical attention and activates appropriate response systems.
  • Patient / Customer are welcome and receive according to company procedure
  • Registration forms are signed and filed.
  • Insurance Card copies kept on patient files/system.
  • Patient attendance confirmed by entering data into the system as per company standards. Patient medical records requested where applicable.
  • Financial Consent Form signed by patient/legal guardian.
  • Act as source of information about hospital/clinic services, policies and rules.
  • Inpatient Wards: Patients are pre-admitted as per pre-admission procedure
  • Patients are informed of documentation required and relevant financial aspects, for admission
  • Patients are discharged as per procedure
  • Discharge records are complete and process as per procedure.

Requirements for Role of Customer Care Executive

  • Diploma or Graduate in any discipline.
  • 2 years of experience in a customer service or client-facing role.

Skills And Knowledge Desired

  • Ability to analyze and solve problems.
  • Ability to demonstrate highly developed communication and organizational skills at all levels.
  • Ability to manage difficult patient situations, responding promptly to the needs of the patient, soliciting feedback to improve service, responding to requests for service/assistance.
  • Ability to provide compassionate care that is respectful to patients’ cultural preferences.
  • Ability to review procedures and implement new models of service delivery to satisfy Patient and Customer and organizational requirements.
  • Ability to work autonomously with minimal supervision and in a team within a complex clinical setting.
  • Administrative Skills: Attention to details, Good telephone etiquettes, Team player, Stress management and Time management skill.
  • Dedicated, polite, professional, light hearted, intelligent, trustworthy, empathetic, organized and able to multitask.
  • Demonstrated commitment to quality outcomes
  • Demonstrates knowledge and practice of confidentiality policy.
  • Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure.
  • Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.
  • Excellent communication skills and voice clarity with perfect modulation.
  • Excellent grooming standards.
  • Familiar with medical terminology – Preferable.
  • Interest to work in a healthcare related environment.
  • Knowledge of computer skills including Microsoft Word and Excel.
  • Knowledge of planning and scheduling techniques.

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