Customer service Executive

This position is for a Healthcare entity, it can be taken as Full time or Part time

Responsibilities:

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