Call center Executive
Al Zahra Private Hospital
Total years of experience :13 years, 0 Months
- Resolves and inputs provider/client requests into tracking system according to established guidelines. Ensures proper, accurate records, files, databases are set up and maintained.
- Document all inquiries within contact management system, follows appropriate guidelines for notepad documentation, and assigns case accordingly.
- Ability to use and interpret multiple systems for claims research, contract interpretation, Fee Schedule rates and provider network status
- Ability to interpret and understand claim systems
- Capacity to understand and interpret client and provider contracts while working with callers
- Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery.
- Receiving external calls and providing information needed by every caller
- Receiving and transferring internal calls to patients, doctors, and staff
- Listen to the requirements of the patient very carefully as to which specialty and directing them to the appropriate specialist depending on patients case, since all of us have the medical background.
- Scheduling appointments for each patient’s request.
- Responding to online appointment request 24/7.
- Communicating with patients under DoctorUna website and booking as required
- Rescheduling of patient appointments as per doctors or patients request
- Brief the patient about all Insurance aspects
- Calling every patient when there is a new insurance on board to market our hospital
- Calling patients who are making online appointment request
- Confirmation of patients on daily basis
- Daily public address test and documentation
- Taking care of code blue and code red lines
- Blockings of clinic timings as per doctor request
- Making daily, weekly, and monthly hospital call statistics report ( for external calls)
- Making daily, weekly, and monthly hospital call tally report
- Making daily, weekly, and monthly call survey report with regards to the source of information about how they come to know about Al Zahra Hospital
- Taking message from the patients and sending it to the doctor or nurse if they are not able to take calls
- Making bookings for endoscopy appointments
- Updating hospital master list for telephone extension and employee contact numbers
- Providing extension lines as per department request
- Daily updating of code blue and doctors on call duty board
- Updating the schedule of doctors leave for the whole hospital information
- Updating the clinic timings on Health Information System.
- Handling technical issues with regards to hospital telecommunication system
- Monitoring of international and local calls for the reference of accounting department.
I am responsible on receiving and answering all the phone calls
Making the telephone appointments to all patients to the respective doctor’s
Answering all the query
Reviewing some health insurance during the making of appointments
Making it sure that their insurance card is accepted in our hospital
Knowing all kind of insurance that is acceptable in the hospital
Do registration
Confirming all appointments
Great the walking in patients, give appropriate answer to the patients.
Guiding and escorting them to the department they want to go to.
Working knowledge to assume Medication, Charged, or Admission nurse duties
Well versed in mother and child care
Competent in surgical assistance
Skilled in schizophrenic rehabilitation through ADL (Activities of Daily Living)therapy
Proficient in common medical equipment operation
Well trained in aseptic techniques and medical hand washing
Awarded perfect attendance for the clinical job duties
• Bachelor of Science in Nursing Lourdes College, Philippines 2009
• Bachelor of Science in Education Xavier University, Philippines 2004
• Bachelor in Computer Science Liceo University, Philippines 2001