Job Description

Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls Maintaining departmental KPI's. Liaising with the supervisor and the HOD to improve KPI's and overall patient experience. Responsible for attending to all the incoming patient calls promptly, without delay. Ensures call backs are completed in a timely manner. Maintains clarity in communication and pleasant tone of voice at all times. Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines. Assists the patient in the best way possible and creating a good impression Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too. Responsible for booking appointments as well as clarifying enquiries related to the hospital services. Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients. Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed. Multitask and manage the call volumes as per the call process flow. Promote the services of the hospital to patients. Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department Strictly adheres to NMC's regulations and policies especially those related to infection control, patient safety & JCI. Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service. Participates and contributes to scheduled in-house training programs. Exercises effective interpersonal skills in dealings with department staff, colleagues and Management. Maintains patient & staff confidentiality. Demonstrates the ability to listen to others in promoting effective communication. Appointment management including no shows, confirmation, cancellation & rescheduling. Doctors calendar creation and updating & maintaining doctors notes. Maintaining the duty change as per the unit protocol.

Greet patients, direct them to appropriate departments and provide routine information about the hospital when necessary. Handle telephone inquiries from patients and provide information to the respective doctor/nurse for the call backs. Appointment management including no-shows, rescheduling of patients and confirmations. Register new patients and ensure the records of current patients are up to date. Provide information about medical insurance coverage to patients and collect the payment/ co-payment based on the insurance eligibility. Provide claim forms in case the patient wants to claim reimbursement. Facilitate daily cash collection, credit card slips, and cheques deposits at the designated location within the hospital premises, ensuring timely and accurate processing at the end of each shift, adhering to the standards of finance protocols. Maintain working knowledge of the Hospital Information System, times of all clinics, duration of appointments, doctor's duty roster, and procedures for booking appointments. Perform duties of handling patients, telephone calls, cash, and back-office work as specified in the duty roster. Check emails daily, ensuring you respond to queries in a timely manner. Ensure operations are carried out uniformly according to the hospital policies and procedures. Contributes to team effort by accomplishing related results as needed and maintains safe and clean reception area by complying with procedures, rules, and regulations. Participate in the Hospital training programs. Ensure complaints are handled in a structured, timely and professional manner which is fair, courteous and respectful of privacy, to identify problems and to continuously improve the department's services. Follows the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department Strictly adheres to NMC's regulations and policies especially those related to infection control, patient safety & JCI. Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service. Exercises effective interpersonal skills in dealings with department staff, colleagues and management. Maintains patient & staff confidentiality. Maintain high standards of data accuracy while ensuring compliance with privacy regulations. Generate and process patient invoices for services rendered, including consultations, treatments, and diagnostic tests. Ensure that all charges are accurately recorded in the patient's account, reflecting the correct services, dates, and codes. Issue bills and invoices to patients for any outstanding balances, including co-pays, deductibles, or non-covered services. Provide patients with detailed statements and assistance in understanding their charges and payment options. Prepare and process patient invoices for services, ensuring accurate charges. Collect co-pays, deductibles, and outstanding balances at the time of service. Ensure billing practices comply with legal and insurance requirements.

* College Diploma - Any discipline or related fields.