Aster DM Healthcare Limited is one of the largest private healthcare service providers operating in multiple GCC states and is an emerging healthcare player in India. With an inherent emphasis on clinical excellence, we are one of the few entities in the world with a strong presence across primary, secondary, tertiary and quaternary healthcare through our hospitals, clinics and pharmacies. We have over 20,000 plus dedicated employees across the geographies that we are present in, delivering a simple yet strong promise to our different stakeholders: "We\'ll treat you well." We reach out to all economic segments in the GCC countries through our differentiated healthcare services across the "Aster", "Medcare" and "Access" brands.For more details, please visit our website https://www.asterdmhealthcare.com/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
- Proactive 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 TransferRequirements: Skills & Competencies- 2-5 years\' experience in managing customer experience, process streamlining and operational excellence
- Ability to communicate well and influence people
- Serve as role model for Service Excellence with a passion for improving customer journeys
- Cross-functional broad understanding of healthcare domain, processes, and practices will be a plus
- Proven ability to identify improvement opportunities and perform business analysis to make recommendations
- Ability to change and adapt to growing business demands as well as the ability to collaborate with other business units
- Analytical mindset with the ability to synthetize complex and large amounts of data in actionable reports
- An overall team player willing to jump and support wherever possible across all functional areas of Customer Service
- Excellent communication, presentation, influencing and networking skillsABOUT THE COMPANYFrom a single medical centre to a performance-driven healthcare enterprise spread across more than 366 medical establishments, including 27 hospitals, 115 clinics and 223 pharmacies in 7 countries and growing, Aster DM Healthcare has transitioned into being the leading healthcare authority across the Middle East and India.Currently one of the largest and fastest growing conglomerates in the MENA region, Aster DM Healthcare covers the full spectrum of healthcare services. An expansive portfolio includes hospitals and clinics, pharmacies, diagnostic centres, educational institutions, healthcare management and healthcare support systems.Headquartered in Dubai, the Aster DM network now encompasses more than 19,657 employees( Doctors, Nurses, Others) with JCI accredited clinics and diagnostic centres.Never content to rest on its laurels, Aster DM Healthcare is constantly seeking opportunities to set new yardsticks with advanced developments. With many more innovative and ambitious initiatives, Aster DM Healthcare has radically catalyzed the healthcare revolution across Middle East & India.Each of the Group\'s verticals is a symbol of distinction, driven by the commitment to build a healthier tomorrow and to take healthcare to the next level of excellence.

GulfTalent