Customer Service Executive
Nmc Specialty Hospital
Total years of experience :11 years, 1 Months
• Request, collects, sort and prepare medical/ patients files from MRD for appointment patients.
• Prepare different insurance claim forms to go with the files and arrange them in the respective doctors’ chambers.
• Maintains confidentiality of the files at all times
• Cater for the needs of all incoming patients (with or without appointment)
• Registration of new patients to include the explanation of the patient & Family Bill of Rights & Responsibilities.
• Record incoming messages for doctors.
• Provides information to assist patients or refer them to appropriate contact, either in the organization or elsewhere.
• Participate in the monthly staff educational conferences.
• Develops and maintains the feedback/ complaints for customers.
• Expedites flow of visitors/ patients and ensure that each person receives outstanding customer service by providing a friendly environment.
• Provides information about the medical insurance coverage to patients before sending them to the doctor
• Performs duties of handling patient/ telephone/ back work.
• Daily auditing of insurance claims.
• Count of money in cash drawers at the beginning and at the end of every shift.
• Compute and record totals of transactions and issue payment receipts
• Verify the insurance card validity, coverage and approval status. Check doctors and patient’s signature & eligibility on the claim form.
• Track the correct with the price as per request by the doctor.
• Handling admission and discharge of patients in the hospital.
• Strictly adhere to organization’s regulations and policies especially those related to infection control, patient safety and JCI
• Assisted the patient and other related duties as directed by the head nurse.
• Responded quickly to patients request for assistance.
• Assisted with the patient’s hygiene, mobility, and comfort, physical preparation, eating and drinking needs.
• Observed and changes to the patients to then staff nurse on duty.
• Assisted in maintaining cleanliness in all areas including patient’s room within the unit.
• Daily cleaning/ dusting of all equipment’s and fixed items in the patient’s cabin as per JCI guidelines thorough cleaning of beds, accessories and bed preparation after every patient discharge.
• Linen segregation.
• Assisted the nurses in getting indent items for the respective areas
• Motivated and inspired team members
• Lead by setting a good example (role model) - behavior consistent with words
• Encouraged creativity, risk-taking, and constant improvement
• Recognized and celebrated team and team member accomplishments and exceptional performance
• Focused the team on the tasks at hand or the internal and external customer requirements
• Kept the project manager and product committee informed of task accomplishment, issues and status
• Ensured that customers receive a positive impression of the organization.
• Positively supported and communicated with internal teams on customer service related issues and ensuring adequate support services are provided.
• Ordered supplies and stationary
• Helped with training and development of the staff • Handled complaints (from both staff and customers)
• Provided daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
Attained a diploma in Customer service(85%)
This package include the basic computer skills including Microsoft products
Attained the Kenya Certificate of Secondary Education with a grade of 45%