Patient Experience Coordinator (Sakina)
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Key skills for this role
About the Role
SEHA is hiring a Patient Experience Coordinator to provide on-the-spot help and information to patients and families, handle inquiries via multiple channels, and support appointment scheduling.
Key Skills for This Role
Responsibilities
- Interact with customers face to face, over telephone, email, chat, mobile app to answer questions and provide information
- Demonstrate a patient centered approach in all interactions
- Assist with appointment scheduling, registration, eligibility check, payment collection
- Escalate unresolved queries or concerns to team leaders or Senior Officers
Requirements
- Diploma in Accounting/Finance/Business Administration or any relevant field
- Patient centered approach and adherence to service excellence standards
- Ability to handle inquiries via phone, email, chat, and in person
Full Job Posting
Job Description
- Responsible for supporting the officer in providing patients and their families with on the spot help and information and high quality customer service.
- Also responsible for providing customer information and feedback to staff and management for quality purposes.
Key Responsibilities
- Interact with customers face to face, over telephone, email, chat, mobile app to answer questions and provide general information.
- Demonstrate a patient centered approach in all interactions, ensuring adherence to SEHA values and service excellence standards.
- Maintain courtesy, professionalism, confidentiality and privacy.
- Proactively attend to patient needs, requests and concerns.
- Stay updated on services available, physician specialties, facility workflows, required documents, campaigns and events.
- Assist with positive and timely resolution and documentation of requests and issues.
- Communicate directly with various SEHA staff members to resolve issues.
- Escalate clinical questions to the Clinical team.
- Escalate unresolved queries or concerns to team leaders or Senior Officers.
- Handle assigned tasks in accordance with set policies and procedures (scheduling, registration, eligibility check, payment collection, etc.).
Qualifications
- Diploma in Accounting/Finance/Business Administration or any relevant field.
- Bachelor's degree or equivalent in Accounting/Finance/Business Administration or any relevant field (desired).
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