Summary
NMC Healthcare is hiring a VIP Patient Executive in Abu Dhabi. The role welcomes and assists patients and families, manages calls and records, checks medical insurance coverage, and supports complaints and feedback procedures. The executive accompanies VIP patients, coordinates hospital tours, and assists medical tourism and health package patients. A graduate degree is preferred, along with at least 1 year of reception experience in a patient-focused setting; the posting marks the role UAEN.
The posting
As published on nmc.ae. Pulled from the employer's site and shown as they wrote it.
To provide a range of reception intake and associated administrative services pertaining to incoming patients. The VIP Patient executive will answer and direct incoming calls to appropriate individuals. Perform specified routine procedures such as greeting and referring patients, answering routine/administrative inquiries, and general office support activities as appropriate.
Responsibilities
3.1 Greets patients or their families and finds out the nature of their enquiry.
3.2 Provides information to assist patients or refer them to appropriate contact, either in the organization or elsewhere.
3.3 Advocate Patients’ and their families’ rights and responsibilities, confidentiality, information and education.
3.4 Develops and maintains the feedback/complaint procedure for customers to use and receive redressal.
3.5 Communicates all information to His / Her superior on daily basis.
3.6 Expedites flow of visitors/patients and ensure that each person receives outstanding customer service by providing a friendly environment.
3.7 Provides Information about medical insurance coverage to patients and check the same diligently before sending the patient to the doctor.
3.8 Investigates patient/visitor concerns and implements appropriate courses of action.
3.9 Keeps accurate records of discussions or correspondence with customers.
3.10 Perform duties of handling Patient /Telephone/back office work as specified in the duty roaster.
3.11 Perform other related duties incidental to the work described herein as and when assigned by the higher authorities.
3.12 Handling the VIP patients from A to Z and accompanying them during their journey in the hospital.
3.13 Handling the hospital tours.
3.14 Handling the medical tourism patients.
3.15 Handling the health package patient.
3.16 Comply with all OSH and infection control policies, standards and procedures and cooperate with hospital management to comply those requirements
3.17 Work accordance with the documented OSH procedures and instructions, specific responsibilities
3.18 Be familiar with emergency and evacuation procedures
3.19 Notifying OSH Hazards, incidents, Near misses and issues and assistance with the preparation of risk assessments, incident reports
3.20 Comply with Waste management procedures and policies
3.21 Attend applicable OSH/Infection control training programs, mock drills and awareness programs
3.22 Use of appropriate personal protective equipment and safety systems
Qualifications
4.1 Preferably a graduate in any discipline.
4.2 Minimum 1-year experience as a receptionist in a patient focused environment and operation of multi-line switchboard system is preferable. Interest to work in a Hospital related environment.
4.3 Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.
4.4 Must have an exceptional interpersonal skill, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals; superior phone etiquette skills
4.5 Patient focused; service oriented; patient & understanding.
4.6 Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure
4.7 Ability to work independently with minimal supervision.
4.8 Reliable, punctual, dependable, and responsive.
4.9 Excellent command of oral and written English. Arabic language advantageous/desirable but not essential