Description

DAILY RESPONSIBILITIES

·       ­ Monitor patients activity per agent.

·       ­ Monitor the volume of calls to patients and highlight the trend to the administration.

·       ­ Communicate tactfully with patients, while maintaining confidentiality at all times.

·       ­ KPIs are drafted and implemented by the coordinator (for day to activities, reporting).

·       ­ Reporting day to day activities and any trends happening in the clinic. (for eg: high volume of calls, abandoned calls, etc.)

·       ­ Prepare the Team Performance monthly activities report and think proactively to find solution for any issues that might arise

·       Develop a high standard knowledge of the in-house system such as CERNER, EMR Viewer to view patient information. 

·        To get overview of patient access to service below points needs to be considered: Monitor the doctors in terms of order status (with order, no order/no discharge, wrong order). Monitor the work of the nurses on the same day (checked in - checked out). Monitor the reduction of no-show - if 2 consecutive no show we need to exclude that patient (same specialty). Monitor the total no. of overbooking:

·       → per doctor - defining the reasons (special instruction and take action accordingly)

·        → per clerk - allow add on or not allow add on / manual order / booking 

·        Monitor the clerks performance and educate/train them as required.

·       ­ Extract the data for the 1 day before and prepare the FU list / summary report (checking for Dr. order, status for checked in and checked out / walkin patients)

·       ­ Extract the data for 3 days in advance and prepare the calling list (reminding the patient of their appointment, reduce no-show patients, maximize utilization).

·       ­ Filter and prepare the patients list who are still checked in the clinic, send the list to the head nurse (of each section if needed) to check them out and follow up on the request.

·       ­ Filter and prepare the overbooked appointments list and send it to the head nurse — Highlight any trends or unusual practice.

·       ­ Check the free slots for three days in advance, New Slots will be sent to RBMS to fill it and follow up with them one day before to see if it is still available to act upon and book it from 

·        our side. FU slots will be filled by preponing the dated list, from complaints and from calling activities.

·       ­ Quality checking for 10% of the agents calling and FU list - document corrective action.

·       ­ Assist in monitoring clinic build structure.

·       ­ Act as liaison between call centre and RBMS in related to slots, referrals, cancelling and rescheduling patients appointment.

·       ­ Prepare reports upon the management's requests.

·       ­ Monitoring Waiting List (dated & undated).

·       ­ Prepare the Utilization Report.

·       ­ Help the agents in case if they have any issues.

·       ­ Coordinate with the doctors/clinic if the patient from calling list has a complaint or resuscitating patients to their best interest.

·       ­ Report any malpractices of agents, clerks or doctors to the supervisor.

WEEKLY

·       ­ Prepare the Weekly Activities Summary report.

·       ­ Check the next available slot.

·       ­ Send the wrong order, no order list to the doctors individually and make sure that action is taken after their reply.

MONTHLY

·       ­ Review and update the clinic weekly structure.

·       ­ Prepare Monthly Activities Summary.

­ Review the structure of the clinics and get the capacity for the month.

Information

Desired Skills & Experience

Minimum 2 years of experience in medical sector Bilingual is preferred Cerner experience is mandatory

Location

View location map