|
|
The Team Leader – Customer Care Consultant has an overall responsibility to provide a professional service to all
customers.
You would also be responsible for answering phones, patient scheduling and registration, charge entries,
work queues, payment posting, batch balancing and cash reconciliation and balancing.
Key Responsibilities:
Effective Communications
Ensure effective Communication (telephonic, emails etc.)
Conduct daily testing of extensions and faults to be recorded and reported to the responsible HOD.
Ensure night service is switched off prior to clinic opening.
Determine the availability of practitioners and clinic staff and inform reception staff.
Ensure that the correct answering message is recorded to reflect the clinics current.
Effective Patient Scheduling
Attend to all On-Line-Appointment requests.
Maintain the practitioners duty roster on the On-Line-Appointment website.
Ensure availability of practitioners is correctly indicated on ME+ system.
Ensure that the practitioner availability board is correctly maintained and is visible to the patients.
Ensure that the practitioner availability and detail is correctly maintained on Real time Online booking system.
Ensure that all electronic booking requests is acknowledged and replied to
Auditing
Conduct auditing of new files - all new files must be checked for compliance as per the standard operating
procedure within 48 hours from opening.
Old files need to be maintained / replaced on an ad hoc basis.
Ensuring files with a 2 year non activity period are archived on a regular basis.
Ensure filing cabinets are operational and report faults to the responsible manager
General Tasks
Ensure reception and waiting areas are clean and neat at all times.
Ensure that all electronic media (TV, radio) is operational.
Ensure chairs are neatly arranged.
Ensure compliance as per the Standard Operating Procedure.
Handling of Emergencies
Refer patients to nursing station immediately.
Assist in transporting the patient to the nursing station if necessary.
Ensure that the patient is handed over to a nurse or practitioner.
Follow up on patient details once patient has been stabilised as per the Standard Operating Procedures.
Customer Satisfaction
Ensure a customer friendly environment.
Ensure a professional environment at all times.
Ensure compliance with companies customer care values.
Ensure effective and formal communication.
Monitor patient waiting time and keep patient informed.
Notify booked patients of doctors cancellations.
Manage the patient flow at reception and pay point.
Alert Nursing station of any potential or visible high risk patients.
Attend to and assist in resolving any patient complaints.
Transformation goals
Assist with the identification of potential talent.
Ensure alignment to the EE plan.
To apply immediately for this position click here: www.totalrecruitment.solutions/candidate_registration_1.aspx?JobID=62470&referrer=Unique
|