Job Description

General Description:

The primary responsibility of the job holder is to handle patient inquiries and complaints.

They will be responsible for responding to patient queries through various channels such as the center's social media platforms (Instagram, Google, Facebook, etc.), clinic phone via WhatsApp, and emails. Their role includes resolving problems directly or redirecting the concerns to the relevant department to ensure prompt resolution.

Furthermore, the job involves assisting the Call Center Team Leader and Management by providing and analyzing reports on patient appointments, treatment flow, and call center improvements. The job holder should aim to ensure that patients have a positive customer service experience by analyzing and coordinating with the Team Leader and Management. This role directly reports to the CMO.

Responsibilities:

A. Patient Complaints

Receive and document patient complaints, ensuring all relevant details are recorded accurately and comprehensively. This includes gathering information about the nature of the complaint, the timeline of events, and any specific concerns raised by the patient.

Conduct a thorough investigation of patient complaints by gathering necessary information from various sources, such as medical records, statements from healthcare providers and staff, and any other relevant documentation. This ensures a comprehensive understanding of the situation and helps in identifying any potential issues or areas for improvement.

Maintain open lines of communication with patients throughout the complaint resolution process. This includes providing regular updates on the progress of their complaint, addressing any concerns or questions they may have, and ensuring their satisfaction with the outcome. This level of transparency and responsiveness helps build trust between the healthcare organization and the patient.

Uphold confidentiality and handle sensitive patient information with the utmost care and in accordance with privacy regulations and organizational policies.

B. Quality Checking

Track the 'Patient Survey' and encourage Front Desk to receive at least 10 submissions of google review per day

Monitor the daily schedule for potential patient appointment delays. Liaise with the Front Desk to bring any delays to their attention and necessary action; coordinate with other departments to find a solution.

Quality checking on team's incoming & outgoing calls and submit report to Call Center TL for any discrepancies.

Extract the expired and unclaimed approvals from the EMR system and conduct a checking on whether approvals are in need to be renewed or not.

Pull reports from the EMR system and filter the data to those unclaimed approvals. Send the report to the call center team and give deadlines for completion.

Ensure that no unclaimed approvals are forgotten or not followed up on to minimize the centers' profit loss.

Extract unanswered calls from the 3CX Call Management system, filter through the data to identify legitimate callers and send report to the call center team and give deadlines for completion on call back.

Uproot missed and cancelled reports from the EMR system and refine the data to give final summary report to Call Center Team of those patients that need appointments.

Obtain the No future Appointments list from the EMR system on a daily basis, filter the data and send the report to the Call Center Team for booking.

Conduct Quality verification to confirm if the list is followed up on and reviewed by the Call Center. Report discrepancies or non-compliance to Call Center TL and Management.

Coordinate with the Senior DA regarding the reception notes by compiling list of missing or late reception notes.

C. KPI Reporting

Maintain and submit summary reports for No Future Appointments (NFA), Unanswered Calls and Missed or Cancelled appointments on a weekly and monthly basis to the Call Center TL & Management

Work with the Call Center TL for the creation and preparation of KPIs

Evaluate the daily and weekly Patient Scheduling in EMRs' Appointment page and monitor cancellations, missed appointments and appointment status.

Raise any identified appointment concerns/issues and submit a summary report to the Call Center TL & Management

Job Type: Full-time