Some of your duties will include:
· Manage and protect the reputation of the company.
· Understand the company's health benefits, insurance policies, and referral system.
· Reading procedures, flow process, and guidelines, including regulations & best practices, to ensure that clinic operations & site health programs meet the qualities of the COMPANY expectations
· Consistently meets or exceeds expectations for departmental standards related to Quality, Service Level, Call Goal, and other KPIs.
· Liaise with other departments and sections, including external parties, e.g., hospitals and insurance companies, to ensure the proper site referral system.
· Coordinate, supervise, monitor, and maintain ongoing tracking and appropriate documentation on all steps of the referral process.
· Receive visiting employees/dependents and provide them with necessary assistance.
· Discuss with the referral patient by email, telephone, WhatsApp, face-to-face, or other applicable recognized media by the company and provide information.
· Provides information on the claim process, policy changes, benefits, and payment modes/methods
· Maintain strong clientele relationships with employees and dependents.
· Take calls from patients and in charge of offering necessary assistance to employees and dependents.
· Analyze employees' and dependents' complaints, communicate, escalate, and communicate.
· Record all conversations with patients, including details of inquiries or complaints (managing database) and action steps.
· Recommending any necessary adjustments and changes in all business flow processes, including procedures & guideline
· Keep accurate documentation, perform analysis (including maintaining the available database) & create a report for the medical advisor.
Assist health advisor/manager in monitoring the quality aspects of a site referral program.
