Answer all inbound calls from clients and other external/ internal parties within Corporate Office and Business Units in an efficient and professional manner .
Utilize Appointment system to schedule, change or cancel appointments, register patients and accurately, document all patient requests and information within set guidelines.
Interacts with patients and other parties to answer telephone inquiries, make appointments, troubleshoot problems, provide information and evaluate patient needs over the telephone.
Respond to incoming phone requests from patients and internal staff with courteous and accurate information.
Maintaining Patient Confidentiality.
Excellent Patient Services as to all callers and inquiries per set standards.
Direct calls to the appropriate offices and parties.
Act as a liaison with patients, general practitioners, health care professionals, and patients family members in a compassionate and kind manner.
Seek and communicating information between patients and other staff members, and providing them with updates as needed.
Problem situations are to be resolved appropriately and independently.
Make sure Supervisor and Managers are informed of any unusual and significant issues that may affect patient satisfaction, timeliness of services or reimbursement or general patient flow
Schedule different types of appointments for clients and other external/ internal parties, depending on their needs and provide advice to clients who requires assistance as needed.
Assist clients over the phone with requests such as appointment information, rescheduling an existing appointment.
Refer clients? complaints to the concerned department to ensure complaints are resolved in a timely manner within the stipulated timeline with high efficiency and effectiveness, in order to maintain customer satisfaction.
Prepare periodic reports of all complaints to be submitted to the Customer Service Manager in order to record, track and recognize customer?s complaint trends and keep a detailed record of this information in order to minimize recorded issues in future.
Update the call center filing system with all customer?s complaints on timely basis to ensure a fast retrieval of information as and when required.
Develop, maintain and update clients? files with their latest information in terms of address, telephone number, company name, etc.
Perform other duties related to the job as assigned by the Direct Manager.
