Job Description

•Required Female Candidate.

Your Role :

As a Guest Relation executive, you will be the first point of contact of the patients at the Aster Clinics and will be responsible for first level of query handling, registration activities and providing proper

Key responsibilities

To be the "guardian angel" for High/Premium Network Insurance Patients in the assigned clinic - work on the clinic floor to guide, pacify, inform and educate patients on a daily basis.

Serve as a patient advocate and execute ideas that will make the patient journey simpler, faster and seamless.

Have a pro-active approach to patient experience - identify opportunities to delight patients by sensing their needs before they ask.

Support High Network Patients with a day prior appointment confirmation call with parking guidance & location link of the clinic and re-confirm the insurance network to obtain prior eligibility on the day of appointment

Queue prioritization for registration, nursing doctor consult, billing & diagnostic within minimum wait time and manage expectation during unexpected wait time

Pro-active follow up on Insurance approval to provide fast-track service

Prior communication/effective communication on pending approval with priority slots on laboratory & radiology appointments.

Guide/direct patient with warm handover to Clinic attached Aster Pharmacy for accelerated service

Proactive report follow-up with follow up call from physician/nurse for result review.

Provide necessary guidance & support on value added services•.

Send Personalized Birthday Greetings from Aster through official channels to High Insurance Network Patients.

Provide Firsthand information on promotional offers/campaigns across Aster & Medcare

Anticipate patient discomfort in various touchpoints and pro-actively offer assistance - wheelchair needs, waiting area congestion, pro-actively inform patients about unanticipated delays owing to doctors running late, interact with senior citizens and children to make their waiting time anxiety more bearable

Carry an enthusiastic and helpful attitude at all times without being fearful and timid.

Continuously review and understand customer feedback received for the assigned unit and drive continuous improvements in overall service quality by streamlining processes, highlighting issues, seeking buy-in from Operations and through timely escalations

Responding to patients needs on the floor and anticipating unstated needs by floor walking and observing.

Actively listen to and resolve patients 'complaints on a real time basis to ensure that concerns are addressed promptly and up to their satisfaction.

Promote all amenities, conveniences and programs offered (e.g., Aster Health Check)

Provide patients and families with information on clinics services, procedures, and protocols.

Interact with patients or families to determine the nature of care needed and direct them to the concerned.

Respond to patient inquiries regarding physicians and services.

Assist patients with problems associated with registration and billing

Perform crisis intervention duties with a view to facilitate resolution

Effect changes within the clinic system to ensure that patient experience is enhanced.

Suggest improvements to make the clinic processed more patient friendly.

Provide feedback to patients and families regarding their concerns and complaints.

Work closely with Operations team to increase QR survey of clinic/cluster and take proactive initiatives on the feedback.

Create awareness among all patients to share feedback through QR and collect Google rating after completing the service.

Dedicated NPS scores for high network patients to measure experience.

Increase Appointment % Vs Walk-in % to reduce waiting time

Increase google rating from High Network Patients

90% Compliance on OP Service Conduction

Provide end to end support from Clinic to Clinic and Clinic to Hospital Transfer

Job Type: Full-time

Pay: From AED4,000.00 per month

Application Deadline: 28/07/2024