Company Summary

Our client is a highly specialized Medical Service provider that offers pre-deployment and routine medical check-ups, on-site and remote-site medical services, international vaccination, travel medicine, DNA testing, high-quality diagnostic tests, occupational medicine, tropical and infectious diseases, surgery, admission, and dental services.

Job Summary

Attend to patients /clients on the phone and in person, coordinate and organize patient appointments and documentation to facilitate the smooth running of the facility, and Support in the delivery of quality patient care in the Hoima Office

Specific Roles and Responsibilities

• Receive all patients entering the hospital, determine the nature and purpose of their visit, and immediately attend to them.
• Promote the hospital services to all clients that come to the hospital.
• Receive clients both insurance and non-insured patients, and enter their bio-data details in the system.
• Handling of insurance clients (verification of IDs, handling claims, ensuring timely submission, follow up on rejections and re-submissions)
• Participate in the billing of clients by offering information to the cashier’s office.
• Operate telephone console to answer, screen, and forward calls, provide information, take messages, and schedule appointments.
• Make follow-up calls to clients serviced for feedback on the rate of satisfaction.
• Hear, resolve, and/or forward complaints from clients and the public to the Business Development Manager.
• File and maintain records.
• Schedule consultant’s appointments and maintain updated appointment calendars.
• Ensure the reception area is tidy and presentable will all the necessary stationary and materials.
• Generate daily, weekly, and monthly reports on clientele received and credit sales made and submit them to the Business Development Manager.
• Regularly check emails (every 5 minutes) and handle correspondences to clients
• Safeguard patients’ privacy and confidentiality
• Ensure the highest form of customer care (giving information on expected waiting time, giving adequate information on the expected flow or movement when in the hospital, handling any feedback from clients)
• Participate in client surveys on a monthly basis and submit the reports to the responsible department.
• Perform any other duties as may be directed by the line supervisor.

Key Performance Indicators

• Cleanliness and tidiness of the front office area
• Ensure a quick turnaround time for all clients handled.
• Provide quality customer service at all times.
• Maintain a warm and friendly front office environment.
• Timely and accurate scheduling of client appointments.
• Timely reporting and resolution of patient inquiries on the spot.
• Demonstrate competency in all operational aspects of answering calls, distributing mail, and filing records.
• Emails checked every after 5 minutes and have no un attended to email
• Email response of 10 minutes duration
• Ensure all claim forms are filled to completion by clients, doctors and fully billed

Education and Job Requirements

• Minimum of a Bachelor’s degree in Business Administration, Social Sciences and any related field
• Minimum of three years’ experience in customer relations management
• Willingness to work a flexible schedule and fill in when required
• Excellent customer service skills
• Excellent communication skills
• Proficient computer skills
• Confidentiality.
• Meticulous attention to detail.