Associate.Customer Care.Dr.Moopens Aster Hospital

Customer Service • Help in Registration form and Insurance form completion process • Assist patients to complete all necessary forms and documentation including medical insurance • Ask about problem of the patient and refer to the concerned Clinician (in consultation with the Nurses if required) • Send patient to concerned counter. Assist patient if required in reaching to the counter • Organizing and maintaining patient records, consent forms, payment forms, etc. • Ensure patients are informed if a clinician is running late or called out • Ensure hygiene standards are maintained • Organize and maintain forms and office stationery required for front desk activities • Ensure all standard protocols set by organization are maintained • Respect and maintain the privacy and dignity of patients, assure client confidentiality at all times • Answer all incoming calls and route them to the appropriate department/employee, answer customers' queries, and provide information on procedures, packages, specialties, timings of the consultant etc. Appointment Handling and Scheduling • Book appointments over phone as well as through walk ins • Schedule /Reschedule / cancel and confirms appointments (Clinicians consultation, Radiology appointments etc.) • Schedule appointment requested through websites and SMS • Schedule patient's hospital admissions, file and complete Insurance check list, disclaimers, admission form and insurance forms, Medical Records, approvals etc. • Determine the financial status of patients and their eligibility for health services • Cross verify all appointment files taken out by support staff with appointment list attached (insurance forms will be inserted) • Confirm all appointments for the following day over telephone on a daily basis Insurance • Check with Insurance Coordinator for cases requiring approvals • Coordinate with Symphony for insurance related matters • Check with Insurance Coordinator the status of the Insurance card produced by the patient • Check with the Insurance coordinator about the packages covered Records & Data Management • Administer regular and electronic mail when required, to ensure proper action is taken on all incoming mail • Maintain medical records and report when required • Make spreadsheets, manage data and create documents on computers using desktop publishing programs • Cross verify and file all lab reports in the absence of the MRD • Enter all lab reports file numbers clinician wise Job interactions • Works closely with internal stakeholders in matters related to checking for approvals, assisting patients, maintaining hygiene standards etc • Works closely with external stakeholders to handle queries and feedback Minimum Experience • 0 – 2 Years Specific / Relevant Experience • Experience in Handling Customers/ Patients in similar role

0 – 2 Years; Experience in Handling Customers/ Patients in similar role

Customer Service: Help in registration and insurance form completion, assist patients with forms and documentation, refer patient issues to clinicians, guide patients to the appropriate counter, organize and maintain patient records and forms, ensure patients are informed if clinicians are late, maintain hygiene standards, manage front desk forms and stationery, ensure adherence to standard protocols, maintain patient confidentiality, answer inbound calls and provide information. Appointment Handling and Scheduling: Book appointments (phone and walk-ins), schedule/reschedule/cancel and confirm appointments, process website/SMS appointment requests, manage hospital admissions and related insurance/checklists, determine financial eligibility for services, cross-verify appointment files, confirm next-day appointments. Insurance: Check cases requiring approvals with Insurance Coordinator, coordinate with Symphony for insurance matters, verify insurance card status and package coverage. Records & Data Management: Manage regular and electronic mail, maintain medical records, create spreadsheets and documents, file lab reports, enter lab report file numbers. Job interactions: Collaborate with internal stakeholders for approvals and hygiene, collaborate with external stakeholders for queries and feedback.