Job Description

The RoleWorking location: Mount Elizabeth Novena HospitalWorking hrs: 5.5 days office hrsThe Patient Relation Officer assists customers with all enquiries, is responsible for the patient registration and billing processes and appointment booking. The Patient Relation Officer will also offer excellent customer service to all customers including patients, their relatives and referring doctors.a. Provide excellent customer service to all customers
b. Ensure that telephone courtesy and timeliness of picking up calls are complied
c. Ensure handover of information is complete and timely
d. Performs efficient and accurate patient appointment making and registration
e. Ensures billing, cashiering and collection processes are accurately performed
f. Manage patients\xe2\x80\x99 enquiries via phone, email and SMS
g. Submission of medisave / PMI claims promptly and accurately
h. Liaises with insurance companies and corporate company regarding 3rd party billing
i. Ensure proper filing of patient\xe2\x80\x99s records
j. Provide administrative supports for smooth operation
k. Work closely with other staff in the department to ensure total patient care is met
l. Performs other duties as assigned by the Clinic ManagerKey accountabilitiesa. Number of compliments and complaints received
b. Errors in registration
c. Waiting time in registration
d Waiting time in billing
e Discrepancies in daily accounts / collections
f Acknowledgement of enquiries within 24 hours and to resolve within 24 hours or within 48 hours for complicated cases
g No of delayed billing and payment
h No of feedback on delayed e-filing
i Errors in mediclaim submission
j Evidences of handling feedback effectivelyQualifications & Experiencea. Minimum of \xe2\x80\x9cN\xe2\x80\x9d Level or equivalent
a. Language competency
b. Computer literacy
c. Good telephone etiquette and customer service skillsCustomer Service - Greet, Smile, Polite and Helpful
Professionalism - Good working attitude, gestures and manner of service delivery to both internal and external customer
Telephone Skills - Display good telephone etiquette eg. Greetings, self introduction, politeness
Handling of Feedback - Feedback to be handled effectively and to close the gap

Parkway Shenton