Duties and Responsibilities
Functional:
- Customer Care Coordinator are the first contact point and will welcome/ greet the customer/ patients at the welcome desk/ reception desk.
- Manage front desk operations: Make sure that all customers/ patients be given the right service, conducts and, ensuring efficient and timely processing of patients, ensure smooth patient check-in and check-out. Obtains pre-patient registration, demographic and insurance information, as well answering phone calls and scheduling appointments. Collects co-payments at time of service and manages daily cash receipts.
- Demonstrates excellent customer service, escorting patients, responds promptly to patient, physician and clinical requests, while verifying patient information, processing payments, and resolving any billing discrepancies.
- Maintain accurate and confidential patient records, updating files and documents as needed.
- Handling approval process while verifying patient information and processing the approval.
- Ability to perform upselling & cross-selling / promoting services to our existing customer according to their needs.
- Handle patients queries personally or via email.
- Handle cash and bank related transactions if assigned and ensure100% accuracy.
- Record & maintain all patients data. Ensure accurate & timely data entry into the system with zero errors.
- Maintain compliance to the standard operating procedures, manuals etc. without deviation in process.
- Inform the patients about the available services, products, and promotions.
- Encourage patients to provide feedback on services provided and their overall experience.
- Ensure that the entire process is completed within the mandated Turn Around Time.
- Work closely with healthcare professionals to ensure seamless communication and coordination of patient care
- Handling booking, scheduling, inquiries, transfer to physicians, tele services, customer complaints, billing inquiries, customer survey.
- Maintain a professional and courteous manner while protecting confidential patient information.
Job Requirements
Education:
Bachelor's degree from reputable university.
Experience:
- 0-2 years
- Experience in medical center, customer service or related experience in a healthcare setting is preferred.
- Pharmaceutical/ Insurance/ medical/ healthcare background is a plus.
- Knowledge of patient registration, medical appointment scheduling, health insurance is a plus.
Skills:
- Very good in English.
- Superior written and verbal communication skills.
- Ability to organize and prioritize coordination of multiple jobs/assignments and remain levelheaded and focused even when faced with strict deadlines and last-minute deviations.
- Excellent communication skills and customer handling skills.
- Strong problem solving and analytical skills.
- Flexible team player.
- Eagerness to learn and be a pillar of support for the larger brand team.
- Proactive, Energetic, Action Oriented, and detail-driven
- Time Management.
Job expectations:
- Customer Care Coordinator will work 48 hours per week.
- Customer Care Coordinator will be able to work based on rotational shifts so that the workload is kept fair to everyone/ colleagues.
- Medical Centers working hours are from 9:00 AM to 12:30 Midnight, the customer care coordinator will work 8 hours per day during these working hours rotationally.
- Ability to work flexible days and hours, including mornings, nights, weekends, and public holidays.
- Company operates shift patterns & rosters that are designed around the needs of the business and medical center.
- Weekends/Off Days are variable/ change on a rotational weekly basis.
- Customer Care Coordinator could be relocated or assigned to another center/location based on business needs & performance, either temporarily or permanently, and Employee will be informed in advance and will be fully aligned with the management.
- Punctuality: Responsible for arriving to work on time.
- Wearing company required full uniform according to management instructions and internal dress code policy.
- A formal training program is assured that Customer Care Coordinators are properly trained for the job, either online/web-based or instructor led training.
- Ensure full attendance & completion of training course provided by the company.
Customer Care Coordinator position at Reception area
- Customer Care Coordinator are the first to interact with customers and are the ambassadors of the business.
- Customer Care Coordinator are company frontliners and will work at Reception area.
- Customer Care Coordinator will learn and use medical terminologies, medical billing and coding.
