Senior Front office Executive NMC Royal Women Hospital Abu Dhabi

Responsibilities of Senior Front office 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 Manage.
• 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 being requested.
• 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 collected and opens new medical record accordingly.
• Messages are taken and delivered to appropriate individuals within set time frame
• Telephone etiquette principles are followed
• 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 welcomed and received 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 discharge as per procedure.
• Discharge records are complete and process as per procedure.

What you will do more

• Billing: Generation of timely and accurate bills, receipts and refunds as per hospital policy.
• Collecting and remitting cash.
• Remit all the bills/ cash accurately to finance at the end of the shift.
• Generation of cash/credit summary and reports on a daily basis.
• Daily reconciliation of collection summary with cash remittance.
• Updating of patient accounts daily.
• Checking on interim bills and following up on patients for further deposits.
• Reconciliation of charges posted bills not raised on a daily basis.

Requirements for Role of Senior Front office Executive

Minimum requirements require for the role of Senior Front office Executive at NMC Royal Womens Hospital are:

• Diploma or Graduate in any discipline.
• Minimum 6 months experience as a receptionist / or telephone operagoing in a patient focused environment is preferable.

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.
• Must have interpersonal skills, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals; impeccable phone etiquette skills.
• Must possess the ability to follow directions with and without supervision.
• Patient focused and ability to provide compassionate care that is respectful to patients’ preferences.
• Possess a “can do” and flexible approach.
• Preferably a college graduate in any discipline.
• Reliable, punctual, dependable, and responsive.

Front Office Incharge NMC Royal Women Hospital Abu Dhabi