Reception duties
- Process payment and issue/correct/modify/cancel invoices.
- Answer multiple- line phones, emails, book/reschedule/cancel appointments, response to patients’ questions and provide accurate information when requested.
- Advise patients of consultation fees, after hour’s charges, Public Holiday charges & specialist services & charges.
- Translate/ Interpret for doctors and patients when needed.
- Liaise with doctors, nursing staff, and claims department.
- Greet patients upon arrival, sign them in, and obtain insurance information & any other necessary data.
- Explain practice arrangements and requirements for new and existing patients; give new patients the “new patient package”.
- Be the front line of customer service; take initiative to resolve problems of unsatisfied patients in order to enhance the patient experience satisfaction.
- Inform patients’ on- time on any changes of schedule.
- Maintain a supply of relevant stationery at operation need & keep reception areas clean and tidy.
- Outreach the patient, make sure every patient is treated; monitor & ensure an efficient flow of patient in/out including consultation, nurse triage, imaging, lab test, pharmacy and cashier.
- Manage requests for home / hotel visits as part of emergency call service, including all relevant information. Deal efficiently in timely manner with emergency situations.
Appointment:
- All patient data needed is obtained prior to render the service.
- Use booking online, traditional booking in order to ensure effective use of doctor and patient time.
- Patients are provided advance information pertinent to visit (i.e., co- pays due, bringing insurance cards, arriving early for registration/check- in, etc.)
- Maintain working knowledge of the appointment system i.e. times of office & after office hours, duration of appointments, knowledge of computer system, doctors&039; working hours, procedures for booking routine and urgent appointments.
Operation of telephone system
- Ensure phones are accurately transferred to the direct department for further queries.
- Receive and make calls as required. Divert calls and take messages as appropriate, recording information for Doctors to action (home visits, phone calls etc).
Information Security
- Ensure that all patient interactions are dealt with confidentially and any confidential paperwork is dealt with in accordance with practice protocol.
Patient Liaison
- Ensure patients have access to any relevant leaflets & support services in relating to their hospitalization.
- Provide non clinical patient care, dealing with requests for information, test results, requests to speak to clinical staff, ensuring confidentiality and privacy for patients.
