Job Description

To delight customers by providing quality service through personalized assistance of members during confinement. This role ensures the proper implementation of service agreements and effective gatekeeping to provide a seamless healthcare experience for our corporate clients.

Major Activities

Patient Concierge & Assistance: Provide personalized, high-touch assistance to members during hospital confinement, ensuring their needs are met from admission to discharge.
Service Implementation: Ensure that the facility agreement and member benefits are properly implemented and honored by the hospital staff.
Effective Gatekeeping: Manage and monitor medical utilization to ensure services rendered align with the member's coverage and company protocols.
Handling Concerns & Requests: Act as the primary point of contact for internal and external customers, resolving issues quickly to enhance the customer service experience.
Medical Validation: Obtain, validate, and document accurate medical information and clinical updates regarding the member's condition.

Job Qualifications

Education: Graduate of a 4-year college course; degrees in Allied Medical courses are preferred.
Experience: Experience in an HMO or hospital setting is an advantage, though fresh graduates are encouraged to apply.

Job Competencies & Character

Knowledge: Proficiency in medical terminologies.
Communication: Average oral and written communication skills for reporting and member interaction.
Technical Skills: Computer literate (data entry and email).
Flexibility: Ability to adjust to flexible schedules or work 'on-call' to support members during emergencies.
Interpersonal: Naturally empathetic with strong interpersonal skills to handle sensitive patient situations.
Mindset: Adaptable to fast-paced hospital environments and consistently goal-oriented.

Patient Relations Officer