Customer Care Executive

• Greets patients or their families and determines the nature of their inquiry.
• Provides information to assist patients or refers them to the appropriate contact, either within the organization or elsewhere.
• Advocates for patients’ and their families’ rights and responsibilities, confidentiality, information, and education.
• Develops and maintains the feedback/complaint procedure for customers to use and receive redressal.
• Communicates all information to the Floor Supervisor on a daily basis.
• Expedites the flow of visitors/patients and ensures that each person receives outstanding customer service in a friendly environment.
• Provides information about medical insurance coverage to patients and diligently checks the same before sending the patient to the doctor.
• Investigates patient/visitor concerns and implements appropriate courses of action.
• Keeps accurate records of discussions or correspondence with customers.
• Performs duties related to handling patients, telephone calls, cash, and back-office work as specified in the duty roster.
• Performs other related duties incidental to the work described herein as assigned by higher authorities.
• Complies with all OSH and infection control policies, standards, and procedures and cooperates with hospital management to meet these requirements.
• Works in accordance with documented OSH procedures and instructions.
• Is familiar with emergency and evacuation procedures.
• Notifies OSH hazards, incidents, near misses, and issues and assists with the preparation of risk assessments and incident reports.
• Complies with waste management procedures and policies.
• Attends applicable OSH/infection control training programs, mock drills, and awareness programs.
• Uses appropriate personal protective equipment and safety systems.

Responsibilities

• Greets patients or their families and determines the nature of their inquiry.
• Provides information to assist patients or refers them to the appropriate contact, either within the organization or elsewhere.
• Advocates for patients’ and their families’ rights and responsibilities, confidentiality, information, and education.
• Develops and maintains the feedback/complaint procedure for customers to use and receive redressal.
• Communicates all information to the Floor Supervisor on a daily basis.
• Expedites the flow of visitors/patients and ensures that each person receives outstanding customer service in a friendly environment.
• Provides information about medical insurance coverage to patients and diligently checks the same before sending the patient to the doctor.
• Investigates patient/visitor concerns and implements appropriate courses of action.
• Keeps accurate records of discussions or correspondence with customers.
• Performs duties related to handling patients, telephone calls, cash, and back-office work as specified in the duty roster.
• Performs other related duties incidental to the work described herein as assigned by higher authorities.
• Complies with all OSH and infection control policies, standards, and procedures and cooperates with hospital management to meet these requirements.
• Works in accordance with documented OSH procedures and instructions.
• Is familiar with emergency and evacuation procedures.
• Notifies OSH hazards, incidents, near misses, and issues and assists with the preparation of risk assessments and incident reports.
• Complies with waste management procedures and policies.
• Attends applicable OSH/infection control training programs, mock drills, and awareness programs.
• Uses appropriate personal protective equipment and safety systems.

Qualifications

• Preferably a graduate in any discipline.
• Minimum 1-year experience as a receptionist in a patient-focused environment; experience operating a multi-line switchboard system is preferable. Interest in working in a hospital-related environment.
• Proficient in technology applications, including basic MS Office (Word, Excel, PowerPoint), MS Outlook, and Internet Explorer.
• Must have exceptional interpersonal skills, maturity, good judgment, and the ability to communicate professionally with a diverse range of individuals; superior phone etiquette skills.
• Patient-focused, service-oriented, patient, and understanding.
• Efficient organizational skills with the ability to handle multiple responsibilities under pressure while maintaining composure.
• Ability to work independently with minimal supervision.
• Reliable, punctual, dependable, and responsive.
• Excellent command of oral and written English. Arabic language is advantageous/desirable but not essential.