Job Description
To delight customers by providing quality service through personalized assistance of members during confinement. This role ensures the proper implementation of service agreements and effective gatekeeping to provide a seamless healthcare experience for our corporate clients.
Major Activities
- Patient Concierge & Assistance: Provide personalized, high-touch assistance to members during hospital confinement, ensuring their needs are met from admission to discharge.
- Service Implementation: Ensure that the facility agreement and member benefits are properly implemented and honored by the hospital staff.
- Effective Gatekeeping: Manage and monitor medical utilization to ensure services rendered align with the member's coverage and company protocols.
- Handling Concerns & Requests: Act as the primary point of contact for internal and external customers, resolving issues quickly to enhance the customer service experience.
- Medical Validation: Obtain, validate, and document accurate medical information and clinical updates regarding the member's condition.
Job Qualifications
- Education: Graduate of a 4-year college course; degrees in Allied Medical courses are preferred.
- Experience: Experience in an HMO or hospital setting is an advantage, though fresh graduates are encouraged to apply.
Job Competencies & Character
- Knowledge: Proficiency in medical terminologies.
- Communication: Average oral and written communication skills for reporting and member interaction.
- Technical Skills: Computer literate (data entry and email).
- Flexibility: Ability to adjust to flexible schedules or work on-call to support members during emergencies.
- Interpersonal: Naturally empathetic with strong interpersonal skills to handle sensitive patient situations.
- Mindset: Adaptable to fast-paced hospital environments and consistently goal-oriented.
