Patient Relationship Officer

Patient Servicing & Relationships

• Building and maintaining relationships with new and existing patients (New, Existing & VIP referrals)  
• Register and maintain patients account by recording medical and personal information  
• Resolve service problems by clarifying the patient’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. via multiple channels by phone, email, mail, or social media  

Counter Services

• Maintain financial accounts by processing patients’ adjustments  
• Prepare service reports by collecting and analyzing patient information  
• Contribute to team effort by accomplishing related results as needed  
• Manage large amounts of incoming calls  
• Generate walk in sales leads  
• Identify and assess patients' needs to achieve satisfaction  
• Build sustainable relationships of trust through open and interactive communication  
• Provide accurate, valid, and complete information by using the right methods/tools  
• Cancel or change patient appointments  
• Suggest solutions when an issue arise  
• Handle patient treatment recalls  
• Attempt to persuade patient to reconsider cancellation  
• Meet personal / team sales targets and call handling quotas  

Service Improvement Projects  

• Keep records of patient interactions, process patient accounts and file documents  
• Follow and update communication procedures, guidelines, and policies  
• Go the extra mile to engage patients  
• Greet patients warmly and ascertain problem or reason for calling  
• Inform patients of service and promotions  
• Compile reports and analyze on overall patient satisfaction  
• Building and expanding the brand presence of the company.  
• Recommend potential services to management by collecting patient information and analyzing patient needs  
• Discuss with house-trainer to create marketing post for social media and in-clinic branding collaterals.