The Role:

The role of customer care officer is to ensure overall customer service and to gain customer satisfaction. A customer Care Officer interacts with the customers to provide them with information to address inquiries regarding our services. In addition, they deal with and help resolve any customer complaints. The purpose of the job is to provide assistance to consultants as well as patients in term at consultation, investigation, Procedure. Surgery etc. The CCO will be responsible for multi tasking, cross functional customer care activities & should be available to work in flexible shifting hour. The role requires effective communication & good management skill to deal with diversified customer as well as provide guideline to ensure service excellence.

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Responsibilities/Tasks:

•  Greet customer with well manner & curtsey
•  Identify patient correctly through UHID, name & age
•  Visit every patient, enquire about his or her needs and take necessary actions to attend those needs
•  Identify and assess customers’ needs to achieve satisfaction
•  Build sustainable relationships of trust through open and interactive communication
•  Put together consultant/doctor with patients/attendants to know updated condition of patient’s as per
• EHD policy
•  Collects data and information about patient care concerns, needs and problems and implement
• appropriate corrective actions
• Coordinate to collect and send sample for investigation to different departments also collect the
• investigation reports
•  Arrange appointment & transport to send patients for different investigations inside the hospital
•  Arrange admission requirements if patients need admission
•  Build excellent customer relationships through providing information, tariff and promotional materials
•  Facilitate discharge process by ensuring hospital bills, investigation reports, discharge summary, and follow up with the doctor’s etc as appropriate
•  Dispatch patient record files to the medical records after discharge regularly
• Distribute and collect feedback form and forward it to respective departments
•  Update on call board of Consultants and Registers on daily basis
•  Work as a facilitator of ambulance facility of EHD
•  Update stock of stationary items and others as required for emergency department
•  Update different logbook of departments and prepare monthly report as require
•  Assist Medical Legal Case (MLC) process by coordinating with local police station; emergency department; patient party & MRD maintaining organization policy
•  Ensure IT, maintenance, cleanliness issues to resolve with minimum time frame by coordinating with different departments
•  Keep patients updated with the latest information on different facilities and tariffs and persuade
• patients politely to avail diagnostics and medication facilities from EHD

Services Management:

• Communicating effectively with staffs at all levels, and patients, to monitor and support trust procedures and organizational operations
• Supports employee involvement in decision making and problem solving and facilitates dialogue between patients, physicians, nurses and administrative managers to resolve patient complaints and problems
•  Provide /coordinate technical assistance to patient in terms of basic medical knowledge and applications
•  Oversee patient care flow while redirecting and allocating resources
•  Communicate pertinent information (verbal and/or electronic) in a timely manner to hospital administration/ Supervisor
•  Enhances professional growth, training and development through participation in educational programs, current literature and in-service meetings

Customer Relationship Management (CRM): 

• Provide personalized services for high value, VIP, vulnerable patients
•  Provide information to customer queries
•  Provide solution to customer complaints
•  Taking customers feed back and suggestions to improve qualities of service and report to the unit supervisor
•  Performs all other tasks as required by the department

Core Responsibilities & Practice of Admission Office

(1) Check OPD Admission Notification Form/ER Admission Notification; input manual admission advise in the system (if advise not found from the consultant end); Check CoVid-19 Report (Neg/Pos); and also ensure budget counselling; admission briefing (explain hospital rules and regulation)

(2) Ensure desired room/bed; ensure admission deposit; take admission consent/insurance form; prepared IP-File; ensured patient escorted to the bed.

(3) Strictly follow Admission flow-checklist and take sign from attendance and maintain proper documentation.

(4) Ensure centralized bed management/patient shifting management/meeting demands of desire/required bed; maintain retain/block bed; surgery patient’s bed confirmation.

(5) Prepare and send daily basis bed status report/occupancy status report/ DG-Health web-site updates; admission & discharge report; admission process time (TAT report) etc.

(6) Prepared ER status report like daily ER/Admission/Consultant-wise, Dept.-wise admission; DAMA report/ MLC report/Footfalls etc.

Jobs Specifications:

Education/Experience

• · Minimum Graduate in any discipline preferably 01-year experience in customer service
• · Excellent communication, negotiation and interpersonal skills with high level of emotional intelligence
• · Team player with leadership qualities
• · Advanced level PC skills particularly in MS Excel, Word and PowerPoint (knowledge of Windows XP and MS outlook is essential)
• · Excellent command in both English and Bengali

Required Competencies

•  Reliability: being reliable, responsible, and dependable, and fulfilling obligations on time
•  Adaptability/Flexibility: able to accept challenge and being open to change and to considerable variety in the workplace
• Cooperation: being pleasant with others on the job and displaying a good-natured, cooperative attitude
• Mental Strength: ability to work under pressure