Position Summary: The Care Point Agent plays a pivotal role in delivering exceptional customer service, addressing inquiries, and providing support to enhance the overall patient experience.

Core Working Relationships/Key Stakeholders

Internal on-site

• Clinical staff, Billing officers, Front Desk Officers, HMO liaisons, Security personnel, Transaction Officers,

External

• Patients., Visitors, Health Insurance Providers, Emergency Response team, etc.

Accountabilities:
Shall work with and under the supervision of the Team Lead, Inpatient Experience

Key Responsibilities

• Greet patients, families, and visitors entering the hospital with warmth and professionalism, assisting them in navigating to their desired destinations within the hospital premises.
• Provide clear and concise directions, maps, and instructions to help individuals locate clinics, departments, amenities, and other hospital facilities.
• Respond promptly and courteously to inquiries from patients, families, and visitors regarding hospital services, visiting hours, amenities, and general
• Provide accurate information on patient registration procedures, insurance coverage, billing inquiries, and administrative processes, ensuring clarity and understanding.
• Assist patients in scheduling appointments, registering for medical services, and completing necessary paperwork or documentation required for admission, testing, or treatment.
• Act as a patient advocate by actively listening to patient concerns, addressing issues promptly, and escalating complex or urgent matters to appropriate hospital staff members for
• Offer empathetic support, reassurance, and guidance to patients and families during stressful or challenging situations, demonstrating compassion and understanding.
• Demonstrate professionalism, courtesy, and empathy in all interactions with patients, families, and visitors, striving to exceed their expectations and deliver exceptional customer
• Anticipate and proactively address patient needs, concerns, and preferences, demonstrating a genuine commitment to enhancing the patient’s experience.
• Assisting walk-in visitors with inquiries and
• Communicate effectively and diplomatically with patients, families, hospital staff, and external stakeholders, conveying information, accurately, and respectfully.
• Remain calm, composed, and responsive during emergencies or crises, following established protocols and procedures to ensure patient safety, security, and efficient resolution of
• Collaborate with hospital security, clinical staff, and emergency response teams to coordinate patient flow, manage crowds, and provide assistance as needed during emergencies.
• Administer and collect data from surveys and feedback on patient
• Share the report and areas for improvement to the Team Lead for appropriate

Qualifications and Competencies

• Bachelor’s degree in Business Administration, Social Studies, Mass Communication, Linguistics, or a related field (preferred).
• Familiarity with customer service software, electronic health records (EHR), and other relevant
• Ability to listen actively and understand patients’ needs and
• Basic understanding of medical terminology, healthcare procedures, and hospital
• Ability to explain medical processes and protocols to patients in an understandable
• Ability to quickly identify issues and find effective
• Ability to prioritize tasks and manage time effectively to ensure timely responses to patient inquiries and efficient workflow.

Experience

• Previous experience in customer service, hospitality, or patient relations, preferably in a healthcare or hospital setting.
• Experience in administrative roles, managing tasks such as scheduling appointments, maintaining records, and handling paperwork.
• Ability to manage multiple tasks efficiently and maintain organized

Key Skills

• Strong interpersonal skills, with the ability to interact effectively with diverse populations, including patients, families, visitors, and hospital
• Excellent communication skills, both verbal and written, with proficiency in English; additional language proficiency may be
• Demonstrated problem-solving abilities, with the capacity to remain calm and composed under pressure and adapt to changing priorities and situations.
• Proactive approach to resolving conflicts and addressing patient
• Capability to handle stress and recover quickly from
• Persistence in the face of challenges and maintaining focus on providing excellent patient

Personal Qualities

• Strong organizational abilities to manage multiple tasks and patient inquiries
• Efficient in scheduling appointments, maintaining records, and handling administrative
• Careful attention to detail to ensure accurate information is provided and
• Sensitivity to patients’ emotional and physical
• Ability to remain calm and patient in stressful
• Willingness to take the time to address patients’ concerns
• Dependability in handling responsibilities and maintaining consistent
• Punctuality and commitment to the
• Honest and ethical behavior in all
• Commitment to maintaining patient confidentiality and adhering to ethical