HealthCare Customer Care Executive (225-808)

The HealthCare Customer Care Executive plays a pivotal role in ensuring high-quality service delivery in the healthcare sector. This position involves interacting with patients, families, and healthcare providers to address inquiries, resolve complaints, and enhance the overall patient experience. As a key point of contact, the executive must be knowledgeable, empathetic, and efficient, driving the organization towards exceptional customer service standards. The role demands a thorough understanding of healthcare processes, insurance protocols, and patient rights, enabling the executive to manage and streamline communications effectively. In this dynamic and rewarding position, the goal is to foster a supportive and positive environment for all parties involved and to uphold the mission and values of the healthcare organization.

Responsibilities

• Respond to patient inquiries and concerns through various communication channels timely and professionally.
• Maintain up-to-date knowledge of healthcare services, procedures, and insurance information.
• Collaborate with medical staff to ensure seamless operations and high-quality patient care.
• Document patient interactions and update records accurately for future reference and audits.
• Identify and assess customers’ needs to achieve satisfaction with healthcare services provided.
• Resolve patient complaints by providing valid solutions, alternatives, and follow-up actions.
• Provide accurate, valid, and complete information by using the organization's tools and resources.
• Handle and resolve patient escalations and de-escalate tense situations as needed.
• Contribute to the development and implementation of customer care policies and procedures.
• Assist with the training and development of new customer care team members when necessary.
• Collect and analyze customer feedback to improve service delivery and patient satisfaction.
• Monitor patient satisfaction scores and report on improvements and areas for development.

Requirements

• Bachelor’s degree in healthcare administration, business administration, or a related field.
• Minimum of two years’ experience in a customer service role, preferably in healthcare.
• Strong communication and interpersonal skills to effectively handle patient interactions.
• Ability to multitask and manage time efficiently in a fast-paced environment.
• Proficiency in using healthcare management software and customer service tools.
• Excellent problem-solving skills with a patient-centric approach to service delivery.
• Flexibility to work rotational shifts, weekends, and potentially some holidays.