Front Office Executive

Job Details:

Provides, face to face and over the phone, customer care service of the highest standards that exceed patient’s expectations.
The Customer Care Executive position is one of great importance as they will be responsible for the patient’s first and ongoing impressions of NMC Royal Women’s Hospital. They will be responsible for being the first point of contact for patients upon arrival and during their stay.

Provides a range of reception intake and associated administrative services pertaining to incoming patients.
Ensures all telephone calls are attended to promptly, and politely. Providing routine information, scheduling clinical appointments and directing calls to the appropriate areas / Individuals.

Performs specified routine procedures such as greeting and referring patients, answering routine/administrative inquiries, and general office support activities as required.

Roles:
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.
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.
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.

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
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 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 discharged as per procedure
Discharge records are completed and processed as per procedure
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
QUALIFICATIONS
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.
Diploma or Graduate in any discipline.
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.
Minimum 6 months experience as a receptionist / or telephone operating in a patient focused environment is preferable.
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.