Patient Experience Executive NMC healthcare LLC

Job Description

To provide a range of reception intake and associated administrative services pertaining to incoming patients. The customer office executive will answer and direct incoming calls to appropriate individuals. Perform specified routine procedures such as greeting and referring patients, answering routine/administrative inquiries, and general office support activities as appropriate.

Responsibilities

• Greet patients or their families and identify the nature of their enquiry.
• Provide information to assist patients or refer them to the appropriate contact within or outside the organization.
• Advocate for patients’ and families’ rights, responsibilities, confidentiality, information, and education.
• Develop and maintain the feedback and complaint procedures to ensure customers can submit concerns and receive proper redressal.
• Communicate all relevant information to the Floor Supervisor on a daily basis.
• Manage the flow of visitors and patients, ensuring each person receives outstanding customer service in a friendly environment.
• Provide accurate information about medical insurance coverage and verify details diligently before directing patients to the doctor.
• Investigate patient or visitor concerns and implement appropriate actions.
• Maintain accurate records of discussions and correspondence with customers.
• Handle patient-related tasks, telephone operations, cash transactions, and back-office duties as per the duty roster.
• Perform any additional duties assigned by higher authorities as required.
• Comply with all OSH and infection control policies, standards, and procedures, and cooperate with hospital management in meeting these requirements.
• Work according to documented OSH procedures, instructions, and specific responsibilities.
• Be familiar with emergency and evacuation procedures.
• Report OSH hazards, incidents, near misses, and assist in preparing risk assessments and incident reports.
• Follow waste management procedures and policies.
• Attend required OSH and infection control training programs, mock drills, and awareness sessions.
• Use appropriate personal protective equipment (PPE) and safety systems.