Client Service Executive – Hospital at Finnih Medical Centre

Role and Responsibilities

• Establish & build sustainable relationships and trust with customer accounts through open and interactive communication
• Identify and assess customers’ needs to achieve satisfaction
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.
• Inspiring repeat business from clients
• Offering advice to clients on services and products.
• Provide accurate, valid and complete information to clients by using the right methods/tools
• Registration of patients on the EMR platform – Retrieve patients’ file number, collect patients’ details and register them appropriately.
• Liaise with Health Maintenance Organisations (HMOs) and other corporate organizations for patients’ confirmation, eligibility and approval.
• Respond promptly to customer’s enquiries, complaints, questions and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Liaising with different departments about client queries.
• Maintain effective communication with clients through different channels – phone calls, mails, whatsapp messages, clients’ WhatsApp groups and all other channels
• Keep an accurate and updated database and records of all clients’ information as needed.
• Keep records of customer interactions & complaints, process customer accounts and file documents
• Book patients’ appointments and follow up with them before scheduled dates.
• Manage Out-Patient Clinic registration and flow with the Nursing Department
• Actively seek and escalate feedback from clients through feedback forms, follow-up calls and other means
• Monitoring and measuring client satisfaction.
• Providing feedback on the efficiency of the customer service process
• Maintain daily reports and send weekly reports to the COO.
• Conducting departmental and company-wide workshops and presentations
• Contribute to developing and following procedures, guidelines, and policies
• Contribute to developing surveys and capturing client information.
• Participating in marketing campaigns.
• Processing confidential data and information according to guidelines.
• Communicating and coordinating with colleagues as necessary.
• Training and onboarding new staff
• Maintain a safe and clean working environment by complying with procedures, rules, and regulations.

Requirements

• University Degree or Higher Diploma in Social Sciences or any other relevant discipline