Some of your duties will include:
ยท Manage and protect the reputation of the company.
ยท Understand the company's health benefits, insurance policies, and referral system.
ยท Reading procedures, flow process, and guidelines, including regulations & best practices, to ensure that clinic operations & site health programs meet the qualities of the COMPANY expectations
ยท Consistently meets or exceeds expectations for departmental standards related to Quality, Service Level, Call Goal, and other KPIs.
ยท Liaise with other departments and sections, including external parties, e.g., hospitals and insurance companies, to ensure the proper site referral system.
ยท Coordinate, supervise, monitor, and maintain ongoing tracking and appropriate documentation on all steps of the referral process.
ยท Receive visiting employees/dependents and provide them with necessary assistance.
ยท Discuss with the referral patient by email, telephone, WhatsApp, face-to-face, or other applicable recognized media by the company and provide information.
ยท Provides information on the claim process, policy changes, benefits, and payment modes/methods
ยท Maintain strong clientele relationships with employees and dependents.
ยท Take calls from patients and in charge of offering necessary assistance to employees and dependents.
ยท Analyze employees' and dependents' complaints, communicate, escalate, and communicate.
ยท Record all conversations with patients, including details of inquiries or complaints (managing database) and action steps.
ยท Recommending any necessary adjustments and changes in all business flow processes, including procedures & guideline
ยท Keep accurate documentation, perform analysis (including maintaining the available database) & create a report for the medical advisor.
Assist health advisor/manager in monitoring the quality aspects of a site referral program.