Patient Experience Coordinator (Sakina)

Responsible for supporting the officer in 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.

Corresponding Key Activities performed by the role

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.)

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)

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

Diploma in Accounting/Finance/Business Administration or any relevant field

Bachelor's degree or equivalent in Accounting/Finance/Business Administration or any relevant field