EMR Specialist

Job Purpose / Objective Assume responsibility in handling complex patient and high volume inquiries, booking, confirmation, reschedule & cancellation of appointment through phone calls. Key Responsibilities / Accountabilities Appointment

Handle patient appointment (book, confirm, cancel & reschedule). Handle telephone inquiries.

RCO :

Send call request through the system to be able to view by concerned doctors in order to provide immediate action. Email their Supervisors if call request is sent more than once to the doctor. Prepare Daily & Weekly RCO Report and send to Call Center Supervisors.

Reschedule / Cancellation :

Make a return call after receiving feedback from patients through IVR system for rescheduling. Inform patients through phone call if there is a closure of doctor’s clinic in a particular day and provide them options to reschedule or transfer to other doctors or clinic timings.

Quality

Assurance :

Receive patient’s complaint and raise it to concerned department through Continuity Of Care (COC) system. Prepare Daily COC Report and send to Call Center Supervisors.

Other Responsibilities :

Cover other staff if there is a shortage of staff in a particular section due to huge number of calls. Participates in person-centered care initiatives undertaken by HMG. Enriches patient experience with compassion, respect and dignity. Perform other applicable tasks and duties assigned within the realm of her / his knowledge, skills and abilities.

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