Patient Experience & Coordination (Pipeline)
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Key skills for this role
About the Role
Bupa CareConnect is seeking a Receptionist for its Smart Clinic to deliver exceptional customer service, coordinate patient care, and support administrative tasks. The role requires a Bachelor's degree in healthcare or medical field and experience in healthcare service.
Key Skills for This Role
Responsibilities
- Greet patients and visitors in a professional and friendly manner
- Provide accurate information about services, policies, and processes
- Address patient inquiries and concerns, escalating issues as necessary
- Facilitate administrative tasks related to admissions, discharges, and transfers
- Open and maintain patient files, ensuring data entries comply with policies
- Process cash, insurance, and credit invoices for outpatient services
- Assist in booking appointments and managing daily schedules
- Coordinate with medical staff to streamline outpatient services
- Support cleanliness, infection control, and facility safety programs
Requirements
- Experience in healthcare service or related area
- Bachelor's degree in healthcare or medical field (nursing or pharmacy highly preferred)
- Excellent interpersonal and communication skills
- Ability to adapt to a rapidly changing environment
- Ability to prioritize tasks and manage interruptions
Full Job Posting
Role Purpose
- The Receptionist at Smart Clinic of Bupa CareConnect is responsible for delivering exceptional customer service by being the first point of contact for patients and visitors.
- This role ensures seamless coordination between patients, medical staff, and other departments, with a focus on accurate documentation, operational support, and maintaining a professional environment.
Patient Engagement and Customer Service
- Greet patients and visitors in a professional and friendly manner, representing Bupa CareConnect values.
- Provide accurate information about services, policies, and processes.
- Address patient inquiries and concerns, escalating issues as necessary.
- Follow CareConnect’s operational procedures as outlined in the manual.
- Follow up on all Medical requests such as medication dispensing, lab, radiology, medical information retrieval and referral etc.
- Maintain a thorough knowledge of all departments, our company network of hospitals, products and services.
- Deal competently with members, Clinic staff feedback and take all possible actions to resolve issues.
- Manage to support maternity, pediatric and special needs medical cases.
- Solve customer complaints / service failure without need of further escalations.
- Ensure proper follow up of recovery plan / take lead to standardize proposed solutions.
Administrative and Documentation Support
- Facilitate administrative tasks related admissions, discharges and transfers of patients and release of information for continuation of care.
- Open and maintain patient files, ensuring all data entries comply with organizational policies.
- Process cash, insurance, and credit invoices for outpatient services as per policy.
- Photocopy, scan, and organize documents required for patient services.
- Proficiently use the organization's HIS (Health Information System) for all operational needs.
Operational Excellence
- Assist in booking appointments and managing daily schedules.
- Coordinate with medical staff to streamline outpatient services.
- Ensure smooth operation of the front desk, handling interruptions and completing daily tasks.
- Play a support role for hospital staff (Insurance, Pharmacists, Lab, Radiology etc.) and enable coaching and training on CareConnect Protocol / services.
- Respect government laws and organizational regulations, including quality and safety protocols.
- Use equipment safely and help maintain office supplies, including stationary and electronics.
- Support cleanliness, infection control, and facility safety programs.
Skills
- Experience in healthcare service or related area.
- Healthcare, Patient care, Medical Coordinator
- Multi cultural with interpersonal and communication skills, excellent planning
- Maintain control and order under stressful conditions and periods of high unit activity
- Demonstrate effective and respectful communication with patients, families and the healthcare team
- Ability to adapt to a rapidly changing environment
- Ability to quickly and appropriately prioritize tasks and manage interruptions
- Complete work timely and accurately
- Work effectively and collaboratively within a team environment
- Commercial skills in combination with service focused mindset
Education
- Bachelor's degree in healthcare or medical field (nursing or pharmacy is highly preferred)
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