Patient Experience Liaison Officer at Doctall

Job Summary

• The Patient Care Liaison works in the Customer Success Team with Doctall patients and their relatives to address concerns or special needs that may arise during their consultations with Doctall Doctors and specialists and after.
• This Patient Experience Liaison works directly with various members of the Doctall Medical Team, Admin, and Customer Success Departments, to solve problems that patients may have with the goal of facilitating a positive patient experience with Doctall.
• The Patient Care Liaison’s primary task is to act as an intermediary between Doctall and the patient (including relatives and dependents) in order to bring about the most effective healthcare treatment and positive experience on the platform

Duties

• Establishes a rapport with patients and relatives to learn what is most important to them in their digital consultation experience on Doctall to make the experience better for them.
• Communicates findings to the appropriate healthcare team members including the medical, product, and customer success teams
• Responsible for supporting both local and international doctors in their platform administration needs
• Supports patients in their customer service requirements across online chat and phone. This will include post-consultation phone calls and logging all the information shared on the appropriate CRM systems
• Supports Doctall’s administration requirements across both clinical and non-
• clinical areas.
• Responds to and investigates complaints and concerns and communicates identified issues to appropriate team members.
• Works with individuals or departments to limit or resolve service delays and communicates delays to patients and relatives.
• Acts as an intermediary to Doctall Administration on behalf of patients and their relatives. Interprets philosophy, policies, procedures, and services to patients and their relatives
• Makes follow-up phone calls to patients post-consultation to solicit feedback about their Doctall experience and forwards any clinical questions to the appropriate managers.
• Educates health care professionals and employees on the varied ways to humanize a patient’s experience based on feedback from individual patients and their relatives
• Uses findings from analysis of trends in complaints to guide individuals and departments to develop appropriate service action plans.
• Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction. Review patient feedback forms and call patients with complaints weekly
• Ensure all doctors complete their report forms.
• Perform Admin and Customer Success tasks including documentation.

Qualifications

• Any of RN, RM, or BSc Nursing with 2-4 years work experience.
• Active clinical license.
• Proficient computer skills.
• Excellent communication skills, using diplomacy and discretion.
• Professional Demeanor
• Excellent Organizational Skills
• Active mobilization skills in regards to any outreach activities
• Must have desk experience in a hospital setting

Knowledge / Skills / Abilities:

• Must be empathetic and kind in relating to patients in a clinical setting
• Enthusiastically approaches their role and displays pride in the organization.
• Must demonstrate exceptional communication skills.
• Must be able to perform a variety of duties, often changing from one task to another of a different nature, without loss of efficiency or composure, and be able to perform under stressful conditions when confronted with multiple requests, demonstrating prioritizing skills.