Patient Experience Officer

Sheikh Shakhbout Medical City

Roles and Responsibilities

Basic Purpose of the role

Responsible for ensuring appropriate and accurate registration of all patients obtaining services at the facility utilizing the facility's registration system; ensuring all insurance benefits, eligibility and pre-authorizations are obtained prior to the date/time of service; generating, monitoring and reviewing daily cash receipts, registration reports and patient collections. Also responsible for handling routine patient queries related to the admission process, insurance verification, and billing.

Key Responsibilities of the role

Key Responsibilities of the role

Corresponding Key Activities performed by the role

Customer Service and Support

Interact with customers face to face, over telephone, email, chat, mobile app, etc. to answer questions and provide general information on appointments, referrals, facilities, available services, care providers, events and campaigns; and other information as requested

Demonstrate a patient centered approach in all interactions, ensuring adherence to SEHA values and service excellence standards, established workflows, call scenarios and scripts

Maintain courtesy, professionalism, confidentiality and privacy when interacting with patients, customers, and staff members

Proactively attending to patient needs, requests and concerns

Stay updated on services available, physician specialties, facility workflows, required documents, campaigns and events

Share information on workflow updates, eligibility updates, new campaigns, and events with patients

Assist with positive and timely resolution and documentation of requests and issues and escalate any formal complaints to the Quality team

Communicate directly with various SEHA staff members to resolve issues and concerns

Escalate clinical questions to the Clinical team

Escalate unresolved queries or concerns to team leaders or Senior Officers

Handle assigned tasks in accordance with set policies and procedures (scheduling, registration, eligibility check, payment collection, etc.)

Appointment Scheduling

Follow SEHA policies and procedures for registering patients; scheduling, rescheduling and canceling appointments; calling to remind patients or provide information; checking patients in; checking insurance eligibility and visit authorizations, updating patient information, ensuring consent forms are signed, generating wrist bands, completing inpatient admissions, collecting payments, issuing receipts, etc.

Promote and prioritize scheduling for new doctors and services, or those with less bookings

Obtain and input accurate and updated demographic data, contact details, and insurance information for all scheduled patients

Identify and assign correct Enterprise Person Identification and/ or Medical Record Numbers

Orient the customer to the registration process, identification, patient rights and responsibilities and consent forms, as required

Initiate and forward all merge requests for multiple EPI or MRN records to the HIM (Health Information Management) department

Provide information to patients on expected waiting times, next steps, follow up appointments - proactively and when questions arise

Coordinate and assist nursing staff and physicians to prevent and address patient complaints

Coordinate with other departments to ensure efficient and accurate scheduling, registration and admission of patients

Documentation and Reporting Follow established workflows to communicate and follow up on customer

Personal Responsibility and Team Effort

Act responsibly and ensure that all job activities are carried out in an efficient and accurate manner

Participate in improving Patient Access services, performance and productivity

Provide public holiday and out of hours coverage as required

Collaborate with other team members to provide a seamless service

Provide assistance to less experienced representatives and guidance on unusual or complex queries

Attend lectures, training sessions, meetings as required

Collaborate and communicate professionally and effectively with team members internally and in other departments

Promptly alert management of any issues related to the accomplishment of work assignments

Adhere to SEHA standards relating to grooming, dress code, personal hygiene and presentation

Accept additional responsibilities as required