Some of your duties will include:
Manage and protect the reputation of the company.
Understand the company's health benefits, insurance policies, and referral system.
Reading procedures, flow process, and guidelines, including regulations & best practices, to ensure that clinic operations & site health programs meet the qualities of the COMPANY expectations
Consistently meets or exceeds expectations for departmental standards related to Quality, Service Level, Call Goal, and other KPIs.
Liaise with other departments and sections, including external parties, e.g., hospitals and insurance companies, to ensure the proper site referral system.
Coordinate, supervise, monitor, and maintain ongoing tracking and appropriate documentation on all steps of the referral process.
Receive visiting employees/dependents and provide them with necessary assistance.
Discuss with the referral patient by email, telephone, WhatsApp, face-to-face, or other applicable recognized media by the company and provide information.
Provides information on the claim process, policy changes, benefits, and payment modes/methods
Maintain strong clientele relationships with employees and dependents.
Take calls from patients and in charge of offering necessary assistance to employees and dependents.
Analyze employees' and dependents' complaints, communicate, escalate, and communicate.
Record all conversations with patients, including details of inquiries or complaints (managing database) and action steps.
Recommending any necessary adjustments and changes in all business flow processes, including procedures & guideline
Keep accurate documentation, perform analysis (including maintaining the available database) & create a report for the medical advisor.
Assist health advisor/manager in monitoring the quality aspects of a site referral program.
What skills and experience do you need?
Bachelor's degree in Healthcare such Nursing/public health, or related field or equivalent solid experience.
Proven experience in a Hospital/Clinic setting or similar experience in managing & monitoring patient referral and health insurance for min 4 years; Have knowledge and experiences in Quality Management (quality control/quality assurance) of Hospital/ Public Health will be desirable;
Understanding all Indonesia health regulations; have basic understanding of Healthcare management and Health insurance;
Customer service oriented, ability to handle and pacify demanding customers; Have a good Practical communication skills – both verbal and non-verbal; A good listener with sound judgment; Friendly and professional demeanor - must always be friendly and willing to assist others; Must be punctual at all times and able to put in flexible working hours; Ability to cope in a fast-paced job environment; He/she must be able to analyze all situations and solve problems efficiently and critically; Must be able to work independently, and as part of a team.
Excellent communication skills in English both verbal and written and computer literate (Advance in data analysis & statistic management skills).