Full Job Description
Job Description
Follow customer
service procedures as outlined in the manual to comply with the
department’s procedures and standards
Follow up on all
customer requests such as but not limited to admission, medication,
lab, radiology, etc. Maintain a thorough knowledge of all
departments, our company network of hospitals, products and services
so that customers are provided accurate information on it’s provider
and proceed general queries with confidence at all times
Deal competently with customer complaints and take all possible
actions to resolve the issues to their fullest satisfaction with
minimal intervention of team leaders. Work effectively
both individually and as part of a team to achieve both individual and
department goals and objectives Strive consistently to
promote a positive team spirit Contribute to the team
positively Ensure that the hospital is compliant with the
agreed upon standards of service with our company and that they
deliver such standards to the members at all times. Ensure
that the hospital is utilizing the swipe card and finger print
machines in addition to the website and any of the technical services
linked to our company . Play a support role for the
hospital staff and enable coaching and training on BUPA services to
the hospital staff Solve the customer comlaints without
the need of further escalations Ensure the proper follow
up of the recovery plan Ensure that the complaints are
entered into the complaints system traker so as to take preventive
actions To establish excellent relationships with the
providers insurance directors• To conduct regular visits to the
frontliners at the point of service & to listen to their concerns and
feedback To co-ordinate with provider relation on a
recognition mechanizm for the providers To ensure that the
image of the providers in front of the customers is strenghtened
giving further booset to the partnership framework To
ensure the office, customer area and their personal appearance is at
the highest level of cleanliness, order and professional look.
Skills
Healthcare, customer
service, front desk Multi-cultural with interpersonal and
communication skills, excellent planning Commercial skills
in combination with service focused mindset