Customer Care Executive

1 week ago

Mohali Punjab, India IVY HOSPITAL Full time

**Role & Responsibilities**

1. **Patient Interaction**:

- Handle incoming calls from patients, their families, and healthcare professionals in a compassionate and empathetic manner.
- Provide information about hospital services, appointment scheduling, and general inquiries.

2. **Appointment Scheduling**:

- Efficiently schedule, reschedule, or cancel patient appointments based on availability and medical priorities.
- Send appointment reminders and follow-up calls as necessary.

3. **Healthcare Information Dissemination**:

- Share basic healthcare information, such as hospital visiting hours, parking details, and pre-appointment instructions.
- Direct callers to appropriate departments or medical personnel.

4. **Emergency Response Coordination**:

- Handle emergency calls calmly and follow established protocols for rapid response.
- Coordinate with emergency services and internal hospital teams to ensure timely assistance.

5. **Medical Records Assistance**:

- Provide information on how to access and obtain medical records.
- Assist in the coordination of record transfers between departments or external entities.

6. **Insurance Verification**:

- Verify patient insurance information to ensure accurate billing and coverage.
- Explain insurance-related queries to patients and assist with the resolution of issues.

7. **Billing and Financial Inquiries**:

- Address patient inquiries related to billing statements, payment options, and financial assistance programs.
- Coordinate with the billing department for issue resolution.

8. **Healthcare Service Promotion**:

- Inform callers about new healthcare services, specialties, or community health programs offered by the hospital.
- Encourage participation in health and wellness initiatives.

9. **Compliance with Patient Privacy Regulations**:

- Adhere strictly to patient privacy regulations, such as HIPAA, and ensure the confidentiality of patient information.
- Educate callers on the importance of privacy and data protection.

10. **Follow-Up Calls**:

- Conduct follow-up calls to patients after appointments or hospital stays to gather feedback and address any concerns.
- Document patient feedback for quality improvement purposes.

11. **Medical Advice Triage**:

- Follow established protocols for directing medical inquiries to appropriate healthcare professionals.
- Provide general information while avoiding offering medical advice.

12. **Multilingual Support**:

- Provide language support for non-English speaking patients or family members.
- Utilize translation services when necessary to ensure clear communication.

13. **Medical Transportation Coordination**:

- Assist in coordinating transportation services for patients, especially those with special needs or mobility challenges.
- Communicatewith transportation providers to ensure timely arrivals.

14. **Escalation of Critical Issues**:

- Identify and escalate critical patient issues or emergencies to the appropriate medical staff or hospital administration promptly.

15. **Collaboration with Hospital Departments**:

- Collaborate with various hospital departments, including nursing, billing, and emergency services, to address patient needs effectively.

16. **Continuous Training**:

- Participate in ongoing training programs to stay updated on medical terminology, hospital services, and industry regulations.
- Attend regular team meetings to discuss improvements and share knowledge.

17. **Documentation and Reporting**:

- Maintain accurate and detailed records of patient interactions and inquiries.
- Generate reports on call center performance and patient satisfaction.

**Exp
- 1 to 2 years ( Hospital Experience)**

**Qualification - BAMS/BDS**

whats-app on 7743005537

Thanks and Regards

Amandeep Kaur

Pay: Up to ₹300,000.00 per year

Schedule:

- Rotational shift

Ability to commute/relocate:

- Mohali, Mohali, Punjab: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Hospital: 1 year (preferred)

Work Location: In person

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