Customer Relations Officer (Sakina)

Role Overview

Customer Relations Officer (Sakina) at SEHA Hospitals. This is an on-site role based at the Sakina facility.

Role Purpose

Deliver exceptional patient-centered customer service across multiple channels while managing appointment scheduling, registration, and administrative workflows. The role ensures patients receive timely, accurate information and support throughout their healthcare journey while maintaining SEHA's service excellence standards.

Key Responsibilities

Customer Service and Support

• Interact with customers face to face, over telephone, email, chat, and mobile app to answer questions and provide general information on appointments, referrals, facilities, available services, care providers, events and campaigns.
• Demonstrate a patient-centered approach in all interactions, ensuring adherence to SEHA values and service excellence standards, established workflows, call scenarios and scripts.
• Maintain courtesy, professionalism, confidentiality and privacy when interacting with patients, customers, and staff members.
• Proactively attend to patient needs, requests and concerns.
• Stay updated on services available, physician specialties, facility workflows, required documents, campaigns and events.
• Share information on workflow updates, eligibility updates, new campaigns, and events with patients.
• Assist with positive and timely resolution and documentation of requests and issues and escalate any formal complaints to the Quality team.
• Communicate directly with various SEHA staff members to resolve issues and concerns.
• Escalate clinical questions to the Clinical team.
• Escalate unresolved queries or concerns to team leaders or Senior Officers.
• Handle assigned tasks in accordance with set policies and procedures including scheduling, registration, eligibility check, payment collection.

Appointment Scheduling

• Follow SEHA policies and procedures for registering patients; scheduling, rescheduling and canceling appointments; calling to remind patients or provide information; checking patients in; checking insurance eligibility and visit authorizations; updating patient information; ensuring consent forms are signed; generating wrist bands; completing inpatient admissions; collecting payments; issuing receipts.
• Promote and prioritize scheduling for new doctors and services, or those with less bookings.
• Obtain and input accurate and updated demographic data, contact details, and insurance information for all scheduled patients.
• Identify and assign correct Enterprise Person Identification and/or Medical Record Numbers.
• Orient the customer to the registration process, identification, patient rights and responsibilities and consent forms, as required.
• Initiate and forward all merge requests for multiple EPI or MRN records to the HIM (Health Information Management) department.
• Provide information to patients on expected waiting times, next steps, follow up appointments—proactively and when questions arise.
• Coordinate and assist nursing staff and physicians to prevent and address patient complaints.
• Coordinate with other departments to ensure efficient and accurate scheduling, registration and admission of patients.

Documentation and Reporting

• Follow established workflows to communicate and follow up on customer inquiries.

Team Collaboration and Personal Responsibility

• Act responsibly and ensure that all job activities are carried out in an efficient and accurate manner.
• Participate in improving Patient Access services, performance and productivity.
• Provide public holiday and out of hours coverage as required.
• Collaborate with other team members to provide a seamless service.
• Provide assistance to less experienced representatives and guidance on unusual or complex queries.
• Attend lectures, training sessions, meetings as required.
• Collaborate and communicate professionally and effectively with team members internally and in other departments.
• Promptly alert management of any issues related to the accomplishment of work assignments.
• Adhere to SEHA standards relating to grooming, dress code, personal hygiene and presentation.
• Accept additional responsibilities as required.

Qualifications & Experience

Required

• Diploma in Accounting, Finance, Business Administration, or any relevant field.

Desired

• Bachelor's degree or equivalent in Accounting, Finance, Business Administration, or any relevant field.