• (+965) 182 66 66

  • Yousef Ben Hamoud Street,

    P.O. Box 6661, Salmiya 22077,Kuwait

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CUSTOMER SERVICE SUPERVISOR

JOB SUMMARY

The Supervisor is responsible to control the daily Out-patient admission functions in accordance with Hospital policies and as per assigned areas. He/ She ensure the happiness and satisfaction of the patients, supervises bed assignments, provides accurate billing and smooth registration services, and fosters a convivial and professional work atmosphere. She / He work in line with the hospital operation manager.

DUTIES & RESPONSIBILITIES

    Operational Responsibilities

  1. Maintains established departmental policies & procedures, objectives, quality assurance program, safety environmental and infection control standards
  2. Supervises /controls the scheduling and waiting times of the patients to the admitting area. Develops priorities for bed assignments and maintains the bed board.
  3. Explains financial requirements to the patient or responsible parties and collects deposits or deductibles as required
  4. Coordinates with Medical, Nursing and Accounting staff to ensure appropriate placement of patients as per patient preference, condition and diagnosis, compliance with third party payers and other regulations.
  5. Maintains and fosters effective customer services with patients and the public.
  6. Assists to develop departmental budgets.
  7. Establish, monitor and ensure professional standards are maintained within the Department.
  8. Ensures that programs and standards for ongoing education of the receptionist are established periodically or as the need arises.
  9. Facilitate communication between the receptionist and the patient/clients and other members of the health care discipline to include solving inter-unit or inter-departmental problems.
  10. Provide appropriate coverage for unscheduled absenteeism and/or sick leaves and emergency leaves.
  11. Assist and coordinates with the Sr Customer Care Staff in preparing the monthly duty roster of the receptionists and telephone operators as well as the scheduled annual leaves of the staff.
  12. Monitor all the staff based on the job description and ensure that the defined tasks are achieved.
  13. Give necessary training / orientation to all the staff on the job to ensure compliance.
  14. Handle all the angry or un satisfied patients in a very professional manor and ensure that they are happy.
  15. Manage the cancellations for the services which are not done after verifying the details in the HMIS.
  16. Ensuring grooming standards of receptionists
  17. Upkeep of reception at all times.
  18. Recommend for Reward/ Correct individual based on their performances and outcomes.
  19. Indulge in Customer care activities outside the reception.
  20. Ensure that telephone discipline is maintained by staffs at all times.
  21. Handle VIP patients personally in the most effective way.
  22. Lead by example in all aspects especially grooming & etiquettes
  23. Conducting rounds and monitoring shifts and daily attendance of Doctors & Receptionists.
  24. Notify the medical service and operations manager about the doctors who are late to work
  25. Daily feedback given to Operations Manager
  26. Performs other duties and responsibilities as assigned by the Manager Operations / Support Service Director
  27. Handles the department orientations and evaluations of all new staff as per the organization policies.
  28. Enhances professional growth and development through participation in educational programs, current literature, in service meetings and workshops.
  29. Attends meetings as required and participates in committees as directed.
  30. Call Center Responsibilities
  31. Prepares work schedules and assigns personnel to ensure uninterrupted unit service; organizes staffing, shift patterns and the number of staff required to meet the demand.
  32. Monitors the volume of work inflow, assigns staff flexibly to areas of need and updates the Assistant Manager-Customer Service regarding areas of concern.
  33. Maintains and fosters effective customer services with the callers
  34. Measurable Outputs:
  35. Ensures that the customer service staff contributes and ensured that all the new registered patients’ demographics including the email id’s are captured in the HMIS accurately. Target 80%
  36. Correct service codes, physician codes are entered in the HMIS while handling the services to avoid back dated corrections / cancellations.
  37. Ensure that, the staff submits the collected cash to the cashier office on a daily basis. Target 100%
  38. Ensures that the approvals of the given services are obtained from the concern payers through the CS staff to avoid revenue loss. Target 100%
  39. They closely work and monitor the CS staff to deliver the insurance approval obtaining process on a daily basis to ensure one window service to our patients. Target 60% of the approvals should be handled by CS team.
  40. They closely work with the supervisor and ensure that all the claim forms are properly collected from the respective units / opd / floor. The numbers are tallied with the HMIS count. Target 100%
  41. They closely work with the team leaders and ensure that all the claims are properly checked to fix the administrative errors to avoid administrative rejections. Target 0% rejections.
  42. They ensure that all the patients been informed about the enhanced OPD time hours for utilization of the OPD through CSS & CC. Target is 80%
  43. They encourage the team to book appointment in the clinic. Target 40% conversion.
  44. They closely work with the MRI / CT orders tracking unit and ensure that maximum orders are converted as business. Target 90%.
  45. Birthday gifts are distributed to the patients who visited NMH on his or her birthday. Target 100%
  46. Control the back dated cancelation. Target 100%

 

KEY CONTACTS
INTERNAL:
  1. Department Managers/HODs
  2. Physicians & Visiting Doctors
  3. Other NMH Employees
EXTERNAL:
  1. Patients and their Relatives & Friends
  2. Insurance Companies
  3. Business/ Government/Professional agency representatives
JOB REQUIREMENTS
Education :: Graduate of an accredited university preferred
Experience :Minimum 5 years’ experience working in hospital as customer care senior staff / supervisor, Hotel front desk supervisor (with experience in managing the team)
OTHER SKILLS:
PERSONAL ATTRIBUTES : The incumbent must demonstrate the following personal attributes:
  • Must have an exceptional interpersonal skills, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals; superior phone etiquette skills.
  • Patient focused; service oriented; patient & understanding.
  • Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure
  • Reliable, punctual, dependable, and responsive.
  • Excellent command of oral and written English. Arabic language Advantageous /desirable but not essential.
  • Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.
  • OTHER SKILLS: Technical Skills: Good numeric skills. Familiar with medical terminologies. Administrative Skills: Leadership, Analytical, Problem Solving, Decision Making, and Stress management skills Soft Skills: Good communication and inter-personal skills. Computer Skills: MS Office (Word, Excel, Outlook) and internet Language Skills: Expertise in written and spoken English and Arabic
    Works indoors throughout the shift in temperature controlled, clean, well light and pleasant surroundings. May involve long periods of sitting; telephone and in front of a computer screen Occasionally stands and walks short distances; bends, stoops and reaches to perform routine job tasks.Requires the ability to work under pressure and with a diverse population, including staff, physicians, clients, patients, insurance companies and other members of the public