Senior Front Office Executive

Position: Senior Front Office Executive

Summary of Functions:

The Senior Front Office Executive is responsible for ensuring exceptional customer service and administrative support within the hospital's front office. This role involves managing patient interactions, coordinating with various departments, and overseeing administrative tasks to uphold the highest standards of patient care and satisfaction.

Major Duties and Responsibilities:

Administrative Activities:

- Welcomes patients and their families, providing personalized service and maintaining confidentiality of personal and financial information.
- Coordinates customer care services, relays feedback to management, and ensures compliance with policies and procedures.
- Conducts daily patient satisfaction surveys and visits, managing complaints in a timely manner.
- Handles incoming calls, directs callers to the appropriate department, and maintains accurate telephone directories.
- Registers new patients, schedules appointments, collects payments, and issues receipts as per hospital policy.
- Facilitates patient admissions and discharges, ensuring accurate documentation and processing of discharge records.
- Generates timely and accurate bills, receipts, and refunds, reconciling cash collections and updating patient accounts daily.

Customer Service:

- Recognizes patients in need of immediate medical attention, coordinates responses, and escorts patients to the appropriate department.
- Ensures each patient receives exceptional customer care service, addressing anxieties, answering questions, and maintaining a welcoming environment.

Competencies Required:

- Strong problem-solving skills and ability to manage difficult situations with empathy and professionalism.
- Excellent communication and organizational skills, with attention to detail and ability to handle multiple responsibilities under pressure.
- Ability to work autonomously and collaboratively within a complex clinical setting, demonstrating a commitment to quality outcomes.
- Demonstrated knowledge of confidentiality policies and practices, with impeccable phone etiquette and grooming standards.
- Proficiency in Microsoft Word and Excel, familiarity with medical terminology, and interest in working in a healthcare-related environment.

Qualifications and Experience:

- Diploma or graduate in any discipline, with a minimum of 6 months experience in a patient-focused environment preferred.
- Excellent command of oral and written English; Arabic language skills advantageous but not essential.
- Previous experience as a receptionist or telephone operator in a healthcare setting desirable.
- Reliability, punctuality, dependability, and a "can do" attitude are essential attributes for this role.