Client Services Coordinator

Roles and responsibilities

Assume responsibility in handling patient and high and complex volume of inquiries, booking, confirmation, reschedule & cancellation of appointment through phone calls.

Key Responsibilities / Accountabilities

• Appointment:
  • Handle patient appointment (book, confirm, cancel & reschedule).
  • Handle telephone inquiries.
• RCO:
  • Send call request through the system to be able to view by concerned doctors in order to provide immediate action.
  • Email their Supervisors if call request is sent more than once to the doctor.
  • Prepare Daily & Weekly RCO Report and send to Call Center Supervisors.
• Reschedule/Cancellation:
  • Make a return call after receiving feedback from patients through IVR system for rescheduling.
  • Inform patients through phone call if there is a closure of doctor’s clinic in a particular day and provide them options to reschedule or transfer to other doctors or clinic timings.
• Quality Assurance :
  • Receive patients complaint and raise it to concerned department through Continuity Of Care (COC) system.
  • Prepare Daily COC Report and send to Call Center Supervisors.

Other Responsibilities:

• • Cover other staff if there is a shortage of staff in a particular section due to huge number of calls.
  • Adhere to HMG policy and procedures.
  • Follow delegated lines of authority, maintains ongoing effective and proper communication with the superior and colleagues.
  • Guide and orient new staff.
  • Support the supervisor in administrative tasks.
  • Participates in person-centered care initiatives undertaken by HMG.
  • Enriches patient experience with compassion, respect and dignity.
• Perform other applicable tasks and duties assigned within the realm of her/his knowledge, skills and abilities.

Desired candidate profile

High School or Diploma. Preferably having certification in English Language Certificate or Telephone Etiquette and Customer Service.

Experience

Two (2) years experience in the same field.
Client Relationship Management
Build and Maintain Relationships: Develop strong, professional relationships with clients by providing exceptional service and ensuring their needs are met promptly and effectively.
Understand Client Needs: Work with clients to understand their requirements, expectations, and goals, and tailor services or solutions to meet those needs.
Client Communication: Serve as the main point of contact between the organization and the client, ensuring clear and consistent communication across all channels (e.g., phone, email, in-person).
Coordination and Support
Coordinate Client Services: Coordinate the delivery of services, products, or solutions to clients by working with internal teams such as sales, customer support, and technical departments.
Track Client Requests: Monitor client requests, complaints, or inquiries to ensure that they are handled in a timely and efficient manner.
Follow Up with Clients: Ensure that clients are satisfied with the services or products received by following up after transactions or services are completed.
issue Resolution
Address Client Concerns: Act as a liaison to resolve client complaints or issues in a professional and timely manner, ensuring client satisfaction and loyalty.
Escalate Complex Issues: If necessary, escalate unresolved issues or concerns to higher-level management or specialized departments for further resolution.
Provide Solutions: Proactively offer solutions and alternatives to clients when issues arise, maintaining a positive relationship even during challenging situations.