Customer Service Representative

at  Aster DM Healthcare

JOB DESCRIPTION

Your Role:
As a Customer care 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
guidance to the patients.
Your Responsibilities:
As Customer care executive, your typical day may include the following:
Patient Registration:
 Welcome & greet patients & ask query of the patient as per set checklist & company procedure.
 Patient demographic data and accurate eligibility are entered in the HIS registration modules.
 Help in Registration form & Insurance form fill up
 Check the patient category – Insured Patient, Corporate Patients (check the staff list), HMO,
general patients and inform them about their payment mode.
 Assist patients to complete all necessary forms and documentation including medical insurance.
 Ask about problem of the patient and refer to the concerned doctor (in consultation with the
Nurses if required)
 Send patient to concerned counter. Assist patient if required in reaching to the counter
 Handover Patient Registration Cards to the patients after patients attendance confirmed in the
appointment module.
 Ensure soft copies of emirates ID and insurance card (if applicable) uploaded and tagged to the
correct patient EMR.
 Ensure financial consent signed from the patient or legal guardian and uploaded in the EMR.
Appointments:
 Book appointments over phone as well as through walk ins and confirm their attendance in HIS.
 Promote Aster packages as per the patient’s ability & need.
 Update patients about the waiting time.
 Schedule patients according to the doctor’s availability.
 Ensure no-shows are contacted and rescheduled accordingly.
 Check doctor’s appointments calendars are created and updated.
Patient Relations:
 Act as first level of Problem Solving and grievance handling of patients.
 Maintain cordial patient relations.
 Ensure patients are informed if a doctor is running late or called out.
 Ensure reception area is well maintained, neat and clean.
 Ensure all standard protocols set by organization are maintained.
Insurance Coordination:
 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.
Education & Experience:
 Bachelor’s degree in any field.
 2-3 years of experience as Customer care executive in Healthcare, Hospitality, Aviation or Retail
sector.
 Good communication skills.
 Flexibility to work in shifts.
 Demonstrate good customer handling skills.
Job Type: Full-time
Pay: Up to AED3,000.00 per month

Experience:

• customer service: 1 year (Preferred)

Job Type: Full-time
Pay: AED2,500.00 - AED3,000.00 per month

Experience:

• customer service: 1 year (Preferred)

Please refer the Job description for details