Guest Relation Coordinator

General Duties

• Performs other appropriate and related duties as assigned by the Reporting-Head to meet departmental objectives
• Continuously look for ways to streamline and improve workflow
• Assist with quarterly/annual audit as required without compromising the regular clinical activities

Specific Responsibilities

• Advocates patients’ and their families’ rights and responsibilities, confidentiality, information and education.
• To attend telephone calls politely and strictly adhering to telephone etiquettes.
• To get the information about the nature of illness and guide them to the concerned department.
• To give the registration forms and help them to file and guide them to the concerned doctor.
• To provide information regarding various preventive medical health checkups.
• Develops and maintains the feedback/complaint procedure for customers to use and receive redressal.
• Trains staff in problem solving, effective communication strategies and conflict resolution.
• Ensures cross training of front office personnel and conducts monthly customer service audits.
• Communicates all information to the team regarding special events/promotions.
• Greets patients or their families and finds out the nature of their enquiry.
• Provides information to assist patients or refer them to appropriate contacts, either in the organisation or elsewhere.
• Expedites flow of visitors/patients and ensure that each person receives outstanding customer service by providing a friendly environment.
• Provides information about medical insurance coverage to patients.
• Investigates patient/visitor concerns and implements appropriate courses of action.
• Keeps accurate records of discussions or correspondence with customers.
• Develop customer service policies and standards.
• Write reports analyzing the quality of customer service.
• A good knowledge of procurement, vendor management and inventory management
• Staff Scheduling & Management
• Meeting patients/guests and coordinating internal setups for their better experience in the facility
• A good hands-on experience in preparing reports and presenting to the management on weekly basis
• To work with patients/guests closely to provide information on the billing for the treatment & procedures & do follow-ups for deposits & payments.
• A good knowledge of finance handling and reporting.

Submit insurance claims and follow up on any rejections or denials, ensuring timely and accurate billing.

• Accurately code patient procedures, diagnoses, and treatments using ICD-10, CPT, and HCPCS coding

systems. Communicate with insurance companies, patients, and healthcare providers to resolve billing issues. Assist with patient insurance verifications and pre-authorizations for services. Stay current with billing codes, insurance policies, and government regulations. Ensure the collection of co-pays, deductibles, and any outstanding balances from patients. Ensure Daily reports are submitted on a daily basis.

• Performs other related duties incidental to the work described herein as and when assigned by the Administrator.
• Carries out any other duties assigned by the Reporting-Head.

General Requirements

Diploma in Hospital/Hotel management, A certified front desk/Team Lead with 10+ years of experience in customer handling within a healthcare setting with Strong knowledge of ICD-10, CPT codes.

• Hands-on experience in tourism, hospitality industry specially cruise ships will be an added advantage to bridge the gap and handle medical tourism at Total Health
• 10+ years of experience in relevant field
• High Interpersonal skills gained by the experience of handling guests from the combination of industries like healthcare & hospitality put to use to understand patients and their needs
• Excellent command of oral and written English
• Certification and experience in using online booking & appointment tools
• Well versed with computer skills like Word & Excel.