Customer Service Executive

Job Description

Job description / Role

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