Customer Care Executive

Job Description

Job Description

• Greet patients or their families and determine the nature of their inquiries.
• Provide information to assist patients or refer them to appropriate contacts within the organization or externally.
• Advocate for patients’ and families’ rights and responsibilities, maintaining confidentiality, and providing information and education.
• Develop and maintain a feedback and complaint procedure for customers to use and receive redressal.
• Communicate all information to the Floor Supervisor daily.
• Expedite the flow of visitors and patients, ensuring each person receives outstanding customer service in a friendly environment.
• Provide information about medical insurance coverage to patients and check coverage carefully before referring patients to the doctor.
• Investigate patient and visitor concerns, implementing appropriate actions.
• Keep accurate records of discussions or correspondence with customers.
• Perform duties related to patient handling, telephone assistance, cash handling, and back-office work as specified in the duty roster.
• Perform other related duties as assigned by higher authorities.
• Comply with all Occupational Safety and Health (OSH) and infection control policies, standards, and procedures, working cooperatively with hospital management.
• Follow documented OSH procedures and specific responsibilities.
• Be familiar with emergency and evacuation procedures to ensure safety.
• Report OSH hazards, incidents, near misses, and issues, assisting in risk assessments and incident reports.
• Adhere to waste management procedures and policies.
• Attend applicable OSH and infection control training programs, mock drills, and awareness sessions.
• Use appropriate personal protective equipment (PPE) and safety systems as required.

Responsibilities

• Greet patients or their families and determine the nature of their inquiries.
• Provide information to assist patients or refer them to appropriate contacts within the organization or externally.
• Advocate for patients’ and families’ rights and responsibilities, maintaining confidentiality, and providing information and education.
• Develop and maintain a feedback and complaint procedure for customers to use and receive redressal.
• Communicate all information to the Floor Supervisor daily.
• Expedite the flow of visitors and patients, ensuring each person receives outstanding customer service in a friendly environment.
• Provide information about medical insurance coverage to patients and check coverage carefully before referring patients to the doctor.
• Investigate patient and visitor concerns, implementing appropriate actions.
• Keep accurate records of discussions or correspondence with customers.
• Perform duties related to patient handling, telephone assistance, cash handling, and back-office work as specified in the duty roster.
• Perform other related duties as assigned by higher authorities.
• Comply with all Occupational Safety and Health (OSH) and infection control policies, standards, and procedures, working cooperatively with hospital management.
• Follow documented OSH procedures and specific responsibilities.
• Be familiar with emergency and evacuation procedures to ensure safety.
• Report OSH hazards, incidents, near misses, and issues, assisting in risk assessments and incident reports.
• Adhere to waste management procedures and policies.
• Attend applicable OSH and infection control training programs, mock drills, and awareness sessions.
• Use appropriate personal protective equipment (PPE) and safety systems as required.

Qualifications

• Preferably a graduate in any discipline.
• Minimum of 1-year experience as a receptionist in a patient-focused environment; experience with multi-line switchboard systems is preferred. Interest in working in a hospital setting.
• Proficient in technology applications, including basic MS Office (Word, Excel, PowerPoint), MS Outlook, and Internet Explorer.
• Exceptional interpersonal skills, maturity, and good judgment; able to communicate professionally with a diverse range of individuals, with superior phone etiquette.
• Patient-focused, service-oriented, patient, and understanding.
• Efficient organizational skills; able to manage multiple responsibilities under pressure while maintaining composure.
• Ability to work independently with minimal supervision.
• Reliable, punctual, dependable, and responsive.
• Excellent command of oral and written English; knowledge of Arabic is advantageous but not essential