Customer Care Executive – UAEN

Job Description:

• Greets patients or their families and identifies 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 a feedback/complaint procedure for customers to use and receive redress.
• Communicates all relevant 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 verifies it diligently before referring the patient to the doctor.
• Investigates patient/visitor concerns and implements appropriate actions.
• Keeps accurate records of discussions or correspondence with customers.
• Performs duties related to handling patient inquiries, telephone calls, cash transactions, and back-office tasks as specified in the duty roster.
• Performs other related duties as assigned by higher authorities.
• Complies with all OSH (Occupational Safety and Health) and infection control policies, standards, and procedures, cooperating with hospital management to meet compliance requirements.
• Works in accordance with documented OSH procedures and specific responsibilities.
• Is familiar with emergency and evacuation procedures.
• Notifies OSH hazards, incidents, near misses, and assists with the preparation of risk assessments and incident reports.
• Complies with waste management procedures and policies.
• Attends applicable OSH and infection control training programs, mock drills, and awareness programs.
• Uses appropriate personal protective equipment and safety systems.

Responsibilities:

• Greets patients or their families and identifies 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 a feedback/complaint procedure for customers to use and receive redress.
• Communicates all relevant 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 verifies it diligently before referring the patient to the doctor.
• Investigates patient/visitor concerns and implements appropriate actions.
• Keeps accurate records of discussions or correspondence with customers.
• Performs duties related to handling patient inquiries, telephone calls, cash transactions, and back-office tasks as specified in the duty roster.
• Performs other related duties as assigned by higher authorities.
• Complies with all OSH (Occupational Safety and Health) and infection control policies, standards, and procedures, cooperating with hospital management to meet compliance requirements.
• Works in accordance with documented OSH procedures and specific responsibilities.
• Is familiar with emergency and evacuation procedures.
• Notifies OSH hazards, incidents, near misses, and assists with the preparation of risk assessments and incident reports.
• Complies with waste management procedures and policies.
• Attends applicable OSH and infection control training programs, mock drills, and awareness programs.
• Uses appropriate personal protective equipment and safety systems.

Qualifications:

• Preferred Education: Graduate in any discipline.
• Experience: Minimum 1-year experience as a receptionist in a patient-focused environment, with experience in operating a multi-line switchboard system preferred. Interest in working in a hospital-related environment.
• Technology Skills: Proficient in technology applications; basic skills in MS Office (Word, Excel, PowerPoint), MS Outlook, and Internet Explorer.
• Interpersonal Skills:
• Exceptional interpersonal skills, maturity, and good judgment.
• Capable of communicating professionally with a diverse range of individuals.
• Superior phone etiquette skills.
• Patient Focus: Service-oriented, patient, and understanding.
• Organizational Skills: Efficient organizational abilities; capable of handling multiple responsibilities under pressure while maintaining composure.
• Independence: Ability to work independently with minimal supervision.

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