Customer Relations Officer

Job Description

The Customer Relations Officer will be responsible for providing immediate assistance and information to patients and their families, ensuring a high standard of customer service. This role also involves gathering customer feedback and information to contribute to quality improvement initiatives for staff and management.

Key Responsibilities

• Engage with customers through various channels including face-to-face interactions, phone calls, emails, chat, and mobile applications to address inquiries and offer general information regarding appointments, referrals, facilities, services, healthcare providers, and ongoing campaigns.
• Adopt a patient-centric approach in all interactions, strictly adhering to SEHA's core values, service excellence standards, established workflows, and communication scripts.
• Maintain a high level of courtesy, professionalism, confidentiality, and privacy when interacting with patients, customers, and internal staff.
• Proactively identify and address patient needs, requests, and concerns.
• Stay informed about the latest services, physician specializations, facility operational procedures, necessary documentation, and current campaigns or events.
• Disseminate information to patients concerning workflow updates, eligibility criteria, and new campaigns or events.
• Facilitate the prompt and satisfactory resolution and documentation of requests and issues, escalating formal complaints to the Quality team as needed.
• Collaborate directly with various SEHA staff members to effectively resolve patient issues and concerns.
• Refer clinical inquiries to the appropriate Clinical team.
• Escalate any unresolved queries or concerns to team leaders or Senior Officers.
• Manage assigned tasks in strict accordance with established policies and procedures, including but not limited to scheduling, patient registration, eligibility verification, payment collection, and receipt issuance.

Appointment Scheduling

• Adhere to SEHA's policies and procedures for patient registration, appointment scheduling, rescheduling, and cancellations.
• Conduct patient reminder calls and provide necessary information.
• Manage patient check-in processes, verify insurance eligibility and visit authorizations, update patient records, ensure consent forms are properly signed, generate wristbands, complete inpatient admissions, collect payments, and issue receipts.
• Prioritize and promote scheduling for new doctors and services, or those with lower booking volumes.
• Collect and accurately input up-to-date demographic data, contact information, and insurance details for all scheduled patients.
• Ensure correct Enterprise Person Identification (EPI) and/or Medical Record Numbers (MRN) are identified and assigned.
• Inform patients about the registration process, their rights and responsibilities, and the necessary consent forms.
• Initiate and submit all requests for merging duplicate EPI or MRN records to the Health Information Management (HIM) department.
• Proactively inform patients about expected waiting times, subsequent steps, and follow-up appointments, and respond to related inquiries.
• Liaise with nursing staff and physicians to prevent and address patient complaints effectively.
• Coordinate with other departments to ensure seamless and accurate patient scheduling, registration, and admission processes.

Additional Information

This role requires a diploma in Accounting/Finance/Business Administration or a related field. A bachelor's degree or equivalent in a relevant discipline is considered advantageous.