Customer Care Executive

Specific Responsibilities for this Role:

• 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.
• Contribute to team effort by accomplishing related results as needed and maintain a safe and clean reception area by complying with procedures, rules, and regulations.
• Perform any job/task as and when assigned by the superior.
• Assist in basic translation as and when required.

OSH ROLES AND RESPONSIBILITIES:

• Responsible to familiarize, comply and implement the OSHAD-SF & NMCSH Al Ain Internal OSHMS policies and procedures/SOPs relevant to their department.
• Staff should notify/report all OSHMS hazards, incidents, accidents and near misses within the premises of NMCSH Al Ain to their supervisor or department OSH Facilitator as per the incident reporting protocol of NMCSH Al Ain.
• Staff are responsible to assist with the preparation of departmental risk assessment activities and implement the control measures within the timeframe.
• Staff are responsible to attend applicable department OSHMS training.
• Staff are not allowed to tamper or misuse any NMCSH Al Ain equipment and its property.
• Comply with all OSH instructions, safe working procedures and signages within the premises of NMCSH-Al Ain.
• Be familiar with emergency and evacuation procedures.
• Not willfully or recklessly endanger anyone's health and safety.
• Make proper use of all machinery, tools, substances, etc., safety systems and of all Personal Protective Equipment provided for use at work.
• Participate in required OSH inspection, audit and OSH monitoring programs.

BCP ROLES AND RESPONSIBILITIES:

• Participate actively in the business continuity programme when required.
• Achieve an adequate level of general awareness regarding business continuity and be aware of the contents of their service area's disaster recovery plan and any specific roles or responsibilities allocated.
• Ensure information governance standards continue to be applied to data and information during an incident.

Additional duties/responsibilities (related to ADHICS) assigned to this position:

Health Information Literacy and Skills:

• Adhere to information systems policies and procedures as required by Health Care Organization.

Privacy, Confidentiality of Health Information:

• Follow security and privacy policies and procedures for the use of networks, including intranet and Internet.
• Follow confidentiality and security measures to protect electronic health information.
• Maintain data integrity and validity within an information system.
• Report any possible breaches of confidentiality in accordance with organizational policies.

Health Information/Data Technical Security:

• Apply departmental and organizational data and information system security policies.

Basic Computer Literacy Skills:

• Use basic word processing, spreadsheet and desktop presentation applications as applicable to your work.
• Demonstrate proficiency in Windows operating environment.
• Demonstrate use of email, addressing, forwarding, attachments, netiquette.

QUALIFICATION, LICENSURE, EDUCATION, EXPERIENCE, SPECIAL SKILLS:

• Qualification: Graduate desirable but not mandatory.
• Experience: 1 year as trainee receptionist preferred.
• Skill set: Active and good interpersonal skills, pleasing personality.
• Excellent command of oral and written English; Arabic desirable but not mandatory.