Customer Support Executive

Job Title: Medical Patient Services Administrator

Location: Mohali (Work from Office)

Shift Timing: 9-hour shift between 8.30am to 12.30am (Rotational) ; Rotational Day Off; 5 days work from office; 6 days, one week each month).

Main Duties and Responsibilities      

Ø  To represent Medical in a professional manner at all times.

Ø  To manage all patient correspondence regarding appointments and general enquiries

Ø  To provide the highest levels of Customer Service to patients, colleagues, and external partners at all times. To support and provide cover for colleagues as directed.

The Patient Pathway

Ø  To receive and process registration requests via email within the response timeframe.

Ø  To ensure all patients care containing clear details of the requirements of the next step on their pathway is responded to in tasks or emails within the response timeframe.

Ø  To monitor and book patients emails and tasks with priority order highlighting shortages of capacity to the manager within the response timeframe.

Ø  To use a range of technology (e.g. phone, e-mail, text,) to contact and offer patients a choice of new and follow up appointment times and dates within the response timeframe

Ø  To confirm the details of any appointments and associated special requirements with the patient using the available technology (letter, e-mail, text)

Ø  To request any information required for the patient's appointment from other providers as and when required in line with the company policy to not delay patient care.

Ø  To cancel and where appropriate rebook appointments at the patient's instruction, balancing patient wishes and seeking advice from a manager as and when required.

Ø  To liase with Pharmacy when required regarding medication queries

Data Quality

Ø  To cancel and rebook clinics where appropriate at the direction a manager.

Ø  To update and maintain accurate demographic details for all patients at each interaction.

Ø  To accurately record all interactions with patients within The Clinical Platform ensuring a full audit trail

Ø  To maintain good data quality at all times supporting the correction of data errors as directed by a manager.

Code of Conduct

Ø  To support a culture of continuous service improvement, offering ideas and potential solutions for operational issues that arise.

Ø  To support the trial of new technology and ways of working designed to improve the patient experience.

Ø  To fully comply with all Medical policies, procedures, and guidelines.

Ø  To maintain patient confidentiality at all times in accordance with Confidentiality – Staff Code of Conduct

Ø  To undertake departmental training, mandatory training, and personal development in support of maintaining up to date operational knowledge and personal objectives

Ø  To maintain 100% compliance with your mandatory training requirements at all times.

Ø  To support managers by demonstrating operational tasks to new staff as part of induction or refresher training.

Essential Skills Required

Ø  Good IT skills using email, word and excel as a minimum.

Ø  Excellent customer service skills

Ø  Knowledge of simple medical terminology and medication

Ø  Ability to work under pressure and be adaptable to quick change