customer care representative - local Healthcare Account | iloilo basedSan Miguel Corporation

Telephone Operations
1. Handling inquiries of the following:
Hospital calendar of events, activities and lay foras
Hospital leadership (names and designations of the G8 and G60)
List of accredited communities
Food establishments in and within the vicinit
ATMs, banks in and within the vicinit
Concessionaires
Chapel services and mass schedules
Parking fees
Wi-fi access
2. Calls for escalation to CRD
MATI Doctors' clinics
Appointment request
Hospital Services
Availability
Cost
Schedule/appointment request
Guidelines/preparation
Patient-related inquiries
Request for connection to patient's room
Admission inquiries
Corporate accounts-related inquiries
Local (HMOs, local corporate accounts)
International insurance
Others
Complaints & request for assistance
Clinics information
Bills issues, request for audit review
II. TeleSurvey
1. Customer Experience Telesurvey
Inpatient
Adult (HCAHPS)
Child (HCAHPS)
Outpatient
Ambulatory (CG-CAHPS)
Note:
Adult HCAHPS: Interviews patients directly about their experiences as inpatient during
their hospital stay
Child HCAHPS: Interviews parents / guardian to report on both their child's experience
as an inpatient and their own experience with their child's inpatient
hospital stay.
Interviews child on his/her experience as an inpatient
2. Patient Outcome Monitoring
Track results of recommended Plan of Care given by doctors
Conduct Patient Experience Survey (2-3 questions)
3. Referral Monitoring
Remind Patients of schedules and procedures
Check for reasons why they did not proceed
4. Feedback Management
Immediately relay complaints/important feedback to Customer Relationship Department
5. Perform other tasks, duties and responsibilities that may be assigned from time to time.
To provide full outsourced customer support services for both existing and potential customersin the following areas:
To deliver voice-based/non-voice based customer service to customers/prospective customers of the client
To execute inbound and outbound services in accordance with the prescribed policies and procedures
To execute tasks in the possible splits to be assigned
To provide a single point of contact for hospital clients and vendors
To maximize available manpower and other resources
To standardize the service level provision
Takes calls from existing/prospective customers of client company
Addresses existing/prospective customers' queries and product related concerns
Executes general inquiries, follow-ups, scheduling and other hospital-related services with the agreed service level targets
Meets productivity, quality and efficiency goals
Dutifully execute tasks during the specified work schedule
Perform other analogous tasks related to the program/account
Inbound
General Inquiries
Office Hours
Locations
Transfer to Doctors
Schedule of Doctors
Package Prices
Maxicare (calls will be transferred) - HMO related calls will be transferred to the right department
Outbound
Follow-up to patients
Scheduling of patients
Monitor Status of Tickets
Forwards/escalates any other concerns to Level via internal email.
Closes ticket when actions are complete or done.
Ticketing System
Ensures that all calls are being logged in the Ticketing System for proper tagging and reporting.
San Miguel Corporation

Iloilo City, Iloilo
Permanent
Full-time