Summary
SEHA is hiring a Patient Experience Officer in Al Ain to support patients and their families with information and service across its facilities. The role includes responding to enquiries, scheduling and registering patients, checking insurance eligibility, resolving or escalating concerns, and coordinating with clinical and administrative teams. Applicants need a diploma in accounting, finance, business administration, or a relevant field; a bachelor’s degree or equivalent is preferred. The role also requires maintaining patient confidentiality and completing applicable regulatory training.
The posting
As published on seha.ae. Pulled from the employer's site and shown as they wrote it.
Responsible for providing patients and their families with on the spot help and information and high quality customer service. Also responsible for providing customer information and feedback to the staff and management for quality purposes.
Responsibilities
Key Responsibilities of the role
Key Responsibilities of the role
Corresponding Key Activities performed by the role
Customer Service and Support
Interact with customers face to face, over telephone, email, chat, mobile app, etc. to answer questions and provide general information on appointments, referrals, facilities, available services, care providers, events and campaigns; and other information as requested
Demonstrate a patient centered approach in all interactions, ensuring adherence to SEHA values and service excellence standards, established workflows, call scenarios and scripts
Maintain courtesy, professionalism, confidentiality and privacy when interacting with patients, customers, and staff members
Proactively attending to patient needs, requests and concerns
Stay updated on services available, physician specialties, facility workflows, required documents, campaigns and events
Share information on workflow updates, eligibility updates, new campaigns, and events with patients
Assist with positive and timely resolution and documentation of requests and issues and escalate any formal complaints to the Quality team
Communicate directly with various SEHA staff members to resolve issues and concerns
Escalate clinical questions to the Clinical team
Escalate unresolved queries or concerns to team leaders or Senior Officers
Handle assigned tasks in accordance with set policies and procedures (scheduling, registration, eligibility check, payment collection, etc.)
Appointment Scheduling
Follow SEHA policies and procedures for registering patients; scheduling, rescheduling and canceling appointments; calling to remind patients or provide information; checking patients in; checking insurance eligibility and visit authorizations, updating patient information, ensuring consent forms are signed, generating wrist bands, completing inpatient admissions, collecting payments, issuing receipts, etc.
Promote and prioritize scheduling for new doctors and services, or those with less bookings
Obtain and input accurate and updated demographic data, contact details, and insurance information for all scheduled patients
Identify and assign correct Enterprise Person Identification and/ or Medical Record Numbers
Orient the customer to the registration process, identification, patient rights and responsibilities and consent forms, as required
Initiate and forward all merge requests for multiple EPI or MRN records to the HIM (Health Information Management) department
Provide information to patients on expected waiting times, next steps, follow up appointments - proactively and when questions arise
Coordinate and assist nursing staff and physicians to prevent and address patient complaints
Coordinate with other departments to ensure efficient and accurate scheduling, registration and admission of patients
Documentation and Reporting
Follow established workflows to communicate and follow up on customer
Personal Responsibility and Team Effort
Act responsibly and ensure that all job activities are carried out in an efficient and accurate manner
Participate in improving Patient Access services, performance and productivity
Provide public holiday and out of hours coverage as required
Collaborate with other team members to provide a seamless service
Provide assistance to less experienced representatives and guidance on unusual or complex queries
Attend lectures, training sessions, meetings as required
Collaborate and communicate professionally and effectively with team members internally and in other departments
Promptly alert management of any issues related to the accomplishment of work assignments
Adhere to SEHA standards relating to grooming, dress code, personal hygiene and presentation
Accept additional responsibilities as required
Facility specific Responsibilities of the role
Corresponding Activities performed by the role
SEHA Compliance guidelines
Corresponding Activities performed by the role
Complying with Policies, Procedures and Practices of the SEHA facilities and other regulatory requirements
Complying consistently with facility policies, procedures and practices and ensuring alignment with SEHA facilities policies
Completing and maintaining regulatory requirements including: licensure and certification and other mandatory training within established time frames
Maintaining Confidentiality
Maintaining confidentiality with regards to any information exchanged or received in the current capacity of role in accordance with facility policy
Promoting Customer Service standards
Assuming the role of a brand ambassador for the facility and promoting a customer focused philosophy in dealing with any stakeholders
Maintaining positive and effective working relationships within the department/division and also with other departments/sections within the facility
Performing any other duties as may be assigned relevant to the basic responsibilities of the role
Adhering to the Occupational Health and Safety, Materials Management and Maintenance standards
Adhering to requirements of the Occupational Health and safety guidelines and infection control guidelines
Understanding and adhering to emergency preparedness plans/policies
Ensuring Personal Effectiveness
Recognizing the necessity of continuously developing skills and acquiring additional knowledge appropriate to the position
Dressing appropriately to meet the expectations of the specific work area and in alignment with the Occupational Health and Safety policies
Building key partnerships within the organization for pursuing client-centered, comprehensive, integrated systems of care
Complying with any regulations related to mentoring, tarining, development of UAE nationals staff
Qualifications
Required:
Diploma in Accounting/Finance/Business Administration or any relevant field
Desired :
Bachelor's degree or equivalent in Accounting/Finance/Business Administration or any relevant field