Patient Experience Officer

Overview

Key Responsibilities

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