Customer Service Officer at Chem Health and Diagnostics Centre

GENERAL DUTIES

PATIENT COMMUNICATION

• Keep front desk tidy and presentable with all necessary material (pens, forms, paper etc.)
• Greet and welcome guests
• Respond to inquiries promptly, providing accurate information.
• Communicate effectively with patients to enhance their experience
• Direct visitors to appropriate person and office
• Answer and screen all incoming calls and redirect them or keep messages

APPOINTMENT AND SCHEDULING

• Maintain relationships with both existing & potential customers
• Effectively schedule appointments using our advanced software
• Coordinate with staff to optimize patient flow
• Record partner appointments in our google sheet
• Give weekly report of partner activities

ISSUE RESOLUTION:

• Address and resolve patient concerns with empathy and efficiency.
• Collaborate with the medical team to ensure comprehensive solutions.
• Engage in customer retention strategies
• Help in day to day decision making to come up policies as it relates to customer service
• Serve as middle person between the customers and business department
• Helps resolve customer issues and escalate when appropriate
• Listen and respond to customers’ needs and concerns
• Provide information about products and services
• Book tests, determine charges, and oversee billing or payments
• Review or make changes to customer accounts
• Take up other duties as assigned

CUSTOMER SERVICE OFFICER RESPONSIBILITES

• Provide weekly reports to the Human Resource Manager.
• Submit Visitors logs and attendance report weekly to the Human Resource Manager
• Provide basic and accurate information in person and Via Phone or Email
• Maintain office security by following safety procedures and controlling access via the reception desk (monitor log book)
• Ability to Identify HMO and NHIS patients and register diagnosis on respective portals
• Support the admin department and other departments
• Provide prompt and courteous service: both on the phone and in person

SKILLS:

Communication:

• Excellent verbal and written communication skills.
• Ability to convey complex medical information in a clear manner.

Technology Proficiency:

• Familiarity with hospital management software.
• Competence in basic office tools for efficient task management.

Confidentiality:

• Uphold strict confidentiality in handling patient information.
• Adhere to privacy regulations and maintain data security.

Problem-Solving:

• Proactive approach to address challenges and find solutions.
• Maintain composure in high-pressure situations.

Qualifications:

• Minimum of 3 years customer service experience in healthcare.
• Medical background is required