Objective / Purpose of the Job
Patient Experience Associate plays a vital role in overseeing the front desk operations, providing exceptional customer service to our patients, organizing appointments and medical documentation to facilitate the smooth running of the clinic, and delivering quality care to our patients.
Job Responsibilities
- Responsible for managing front desk reception duties for the clinic, which include handling enquires (phone, email, communication channels, etc.), appointment scheduling for all clinics, and transferring calls to the respective personnel or clinic when appropriate.
- Administer new/ current patient registration and medical reports.
- Ensure clinic operational readiness to receive patients daily.
- Welcome patients and visitors with a warm and professional demeanor.
- Attend to patient registration and guide new patients through the registration process to ensure accurate and complete information is obtained.
- Upon patients’ check-in, check them into Clinic Operating System, and verify with patients on their identification document, insurance coverage, and administrative requirements, if any.
- Perform and record the patient’s vital signs.
- Assist with follow-up appointment scheduling after consultation or treatment.
- Scheduling appointments for laboratory and diagnostic tests and specialist referrals.
- Process patient’s payment and billing
- Obtain pre-authorization before patient admission (if required)
- Maintain an effective filing record, including scanning and uploading medical images and reports, laboratory results, referral letters, other memos (e.g from referring clinic, etc) into the Clinic Operating System.
- Assist with the logistic arrangement, such as medication delivery to patients or patient transportation, to provide a seamless experience to our patients.
- Work closely and build a good rapport with our healthcare providers and referrals, nurses, and staff to facilitate effective teamwork and communication and to ensure patients’ appointments are scheduled efficiently, considering the availability of healthcare professionals and the urgency of patient needs.
- Participate in staff meetings and contribute to process improvement initiatives.
- Assist nurses in other ad-hoc duties as assigned.
Skills and Abilities
- Customer-service oriented and excellent telephone etiquette.
- Professional written and communication skills via digital platforms such as WhatsApp, emailas well as face-to-face interactions.
- Meticulous attention to detail is essential.
- Ability to multitask and stay organized.
- Pleasant personality with passion and empathy for service excellence.
- Great learning adaptability and flexibility.
- Great understanding of cultural differences and etiquette.
- Proficient in digital tools, platforms, and IT skills to navigate and utilize various software and applications (e.g., Microsoft Office Suite, Clinical Operating System).
- Ability to independently follow clinic procedures and job instructions and use good judgment in determining when assistance is needed.
- Prior experience in a healthcare or hospitality setting would be an advantage.
