This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.
Read the Job Description, and scroll down for "Details to Register for this Job" to APPLY...The role of the Patient Care Coordinator is to attend patients and their relatives in the Hospital to satisfy their non-medical needs. Handle enquiries and provide a high level of support and information to patients/guests in the Hospital. Also responsible for coordinating specialty care for patients in need of external consultation as requested by the primary care physician and responsible for scheduling, tracking, referral case management and providing reports.
Commitment to Occupational Safety and Health (OSH) /Environment Safety and Health, incident reporting and risk management as required and observed
Key Responsibility Areas
Activities
Operations
Ethical Practice- Handle incoming calls from patients, addressing inquiries, scheduling appointments, and providing relevant information.
- Make outbound calls to promote Cosmesurge services, follow up on patient appointments, confirmations, and conduct post-appointment surveys.
- Effectively manage and prioritize patient leads, ensuring timely follow-ups for appointment scheduling and medical inquiries.
- Greet and assist patients at the front desk, maintaining a friendly and professional demeanour.
- Coordinate patient appointments, ensuring efficient scheduling and minimizing wait times.
- Input and update patient information accurately in the hospital management system.
- Billing patients as per CosmeSurge price list and policies and ensuring all the services rendered to the patients are billed.
- Handle the cash and credit card transactions and make sure that the transactions are accurate.
- Ensuring the patient is billed as per the insurance card (co-payment/uncovered services collected from patient)
- Liaise between patient, medical staff and other departments to coordinate for surgery bookings in the hospital.
- Oversee daily surgery schedule in the hospital and share the daily surgery list to ensure that concerned team are updated on the same.
- Liaise with the OT/IP team to ensure the surgeries are scheduled as per the availability of the in-patient ward in the hospital.
- Collaborate with medical staff and other departments to address patient needs and ensure a positive overall experience.
- Monitor and manage patient feedback and reviews (in IP/OP department), addressing any issues and identifying areas for improvement.
- Handle patient complaint in a timely manner, takes notes and seeks superior’s assistance if the complaint cannot be solved within the department.
- Work closely with the Marketing, Call Center and Lead Management teams to contribute to the overall efficiency and effectiveness of patient interactions.
- To report on time to the shift and be flexible to move to another area if needed.
- Shall be flexible to change duty timing based on organization need.
- Ensure proper cleanness of the reception with an adequate supplies/stationary item.
- Ensure appointment schedules are adhered to with minimal or no waiting times.
- Call patients as soon as the information is given that doctor will be late or has an emergency case and appointment to be rescheduled accordingly.
- Update the shift checklist and make sure that all the tasks are completed.
- Follow up on all the pending cancellations of registrations.
Customer Service
- Adhere to the hospital/clinic’s vision, mission, and core values.
- Adhere to the company’s telephone standards.
- Perform duties such as straightening magazines to maintain lobby or reception area.
- Knowledge principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
Communication
- Exercise good judgment and maintain confidentiality in maintaining critical and sensitive information, records, and reports.
- Effectively and consistently communicates to administrative personnel and encourage interactive departmental meetings and discussions.
- Communicates the mission ethics and goals as well as the focus statement of the department.
- Professional attitude and aptitude towards communication keeping in mind that in every communication to internal or external customers the company is represented.
Other Responsibilities
- Guide and mentor junior and new staff and encourage multi-disciplinary teamwork
- Implement hospital policies & procedures.
- Apply oneself to the job, continually upgrade oneself, and embrace the hospital’s core values.
- Care for their own and their colleagues’ health, safety and wellbeing, and awareness and contribution to the environment
- Performs any other job assigned by the reporting Manager/HOD within the scope of his/her job.
Decision Making Authority
- Work is to be performed according to DHA and Cosmesurge guidelines in terms of accepted professional practice
General Responsibility Area
Activities
OSH Job Specific Authority
(as applicable)
- Familiarize themselves and comply with all OSHMS policies, standards and procedures that are relevant for their workplace.
- Attend applicable departmental safety training and follow OSHMS policies and procedures.
- Take reasonable care for their own health and safety and the environment.
- Take reasonable care for the health and safety of persons and the environment that may be affected by the employee’s acts or omissions at the workplace.
- Cooperate with their employer with respect to any action taken by the employer to comply with OSHMS requirements.
- Notify supervisor or department safety representative of any hazards, mishaps, or incidents within or outside their area of work.
4. KEY INTERFACES / INTERACTIONS
External Interfaces
Internal Interfaces (other than Direct Reports)
- Patients & Guests
- Auditors/Inspectors
- Vendors & Laundry Services
- Corporate Team
- Administrative Team
- Nursing & Medical Team
- All Operations Team
- Quality & OSH Team
- Store & Purchase
- All Support Services Team
Qualifications Required
- Any Bachelor degree preferred
Experience
Minimum 2-4 years in a similar organization
Skills & Competencies Required
- Excellent office administrative and customer service skill
- Adequate knowledge of computer applications (i.e. word, excel, power point, etc.)
- Excellent communication skills, both written and verbal
- Ability to work effectively in a team and to relate positively to other people contributing to the smooth operation of the team
- Deal with complaints in professional manner
- Strong organizational and interpersonal skills
- Highly analytic skills
Attributes
- Maintain good appearance and proper demeanor at work.
- Safety conscious, motivated, able to manage pressure, takes initiative.
- Displays integrity and honesty
- Service oriented and customer focused
- Ability to maintain confidentiality of all medical, financial, and other information
- Ability to handle difficult situations involving customers, physicians, or others in a professional manner
Language Skills
Fluent in English & Arabic (preferable
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