Job Description

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1. Patient Interaction:

o Handle incoming calls from patients, their families, and healthcare professionals in a compassionate and empathetic manner.

o Provide information about hospital services, appointment scheduling, and general inquiries.

2. Appointment Scheduling:

o Efficiently schedule, reschedule, or cancel patient appointments based on availability and medical priorities.

o Send appointment reminders and follow-up calls as necessary.

3. Healthcare Information Dissemination:

o Share basic healthcare information, such as hospital visiting hours, parking details, and pre-appointment instructions.

o Direct callers to appropriate departments or medical personnel.

4. Emergency Response Coordination:

o Handle emergency calls calmly and follow established protocols for rapid response.

o Coordinate with emergency services and internal hospital teams to ensure timely assistance.

5. Medical Records Assistance:

o Provide information on how to access and obtain medical records.

o Assist in the coordination of record transfers between departments or external entities.

6. Insurance Verification:

o Verify patient insurance information to ensure accurate billing and coverage.

o Explain insurance-related queries to patients and assist with the resolution of issues.

7. Billing and Financial Inquiries:

o Address patient inquiries related to billing statements, payment options, and financial assistance programs.

o Coordinate with the billing department for issue resolution.

8. Healthcare Service Promotion:

o Inform callers about new healthcare services, specialties, or community health programs offered by the hospital.

o Encourage participation in health and wellness initiatives.

9. Compliance with Patient Privacy Regulations:

o Adhere strictly to patient privacy regulations, such as HIPAA, and ensure the confidentiality of patient information.

o Educate callers on the importance of privacy and data protection.

10. Follow-Up Calls:

o Conduct follow-up calls to patients after appointments or hospital stays to gather feedback and address any concerns.

o Document patient feedback for quality improvement purposes.

11. Medical Advice Triage:

o Follow established protocols for directing medical inquiries to appropriate healthcare professionals.

o Provide general information while avoiding offering medical advice.

12. Multilingual Support:

o Provide language support for non-English speaking patients or family members.

o Utilize translation services when necessary to ensure clear communication.

13. Medical Transportation Coordination:

o Assist in coordinating transportation services for patients, especially those with special needs or mobility challenges.

o Communicatewith transportation providers to ensure timely arrivals.

14. Escalation of Critical Issues:

o Identify and escalate critical patient issues or emergencies to the appropriate medical staff or hospital administration promptly.

15. Collaboration with Hospital Departments:

o Collaborate with various hospital departments, including nursing, billing, and emergency services, to address patient needs effectively.

16. Continuous Training:

o Participate in ongoing training programs to stay updated on medical terminology, hospital services, and industry regulations.

o Attend regular team meetings to discuss improvements and share knowledge.

17. Documentation and Reporting:

o Maintain accurate and detailed records of patient interactions and inquiries.

o Generate reports on call center performance and patient satisfaction.

Experience - 2 to 5 Years

Qualification - Any graduate

Interested candidates can forward their resume at amandeep.kaur@ivyhospital.com

or whatsapp at 7743005537

Job Type: Full-time

Pay: ?15,000.00 - ?20,000.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• total work: 2 years (Preferred)

Language:

• English (Preferred)