Posted on: Thu 29-02-2024

Helium Health is a full-service Healthtech company that provides a suite of solutions for healthcare providers, payers, and patients in emerging markets — at the core of which is our SaaS-based electronic medical records/hospital management information system (EMR/HMIS).

We are recruiting to fill the position below:

Job Title: Patient Care Analyst

Location: Abia

Work Type: Full Time

Job Description

• The Patient Care Analyst is to provide outstanding service to our customers and potential customers in Qatar and UAE.
• This individual will be required to answer requests, handle complaints, and troubleshoot problems professionally and politely to ensure effective resolution and customer satisfaction.

Responsibilities

Inbound Request Management:

• Handle all inbound requests and complaints, routing accordingly and providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Directly interact with customers and clients to help identify and assess needs towards the prompt resolution of issues.  
• Manage inbound requests via email, calls, chats, or face-to-face for requests, complaints, or inquiries. Log incidents using CRM tools, action, and close accordingly.
• Advise clients on available services and processes to access services.
• Ensure all relevant communications and data are updated and recorded.
• Monitor random calls to improve quality, minimize errors, and track operative performance. Prepare periodic reports on contact center statistics, rates, and performance levels.
• Maintain a positive empathetic and professional attitude towards clients at all times.

Monitoring & Resolution:

• Constantly monitor the use of our services, resolving any first-level client’s complaint and escalating where necessary.
• Follow up to ensure the resolution of the client’s complaint
• Manage the database of clients and customers ensuring it is effectively segmented for targeted marketing activities.
• Measure the effectiveness of improvement and provide management visibility to such improvement.
• Execute Customer Success strategies as directed to encourage customer retention and customer loyalty.
• Follow Customer Success communication procedures, guidelines, and policies.

Requirements

• First Degree in the Health Sciences is preferred, other related fields are acceptable.
• 0 - 2 years’ Contact Centre management and customer service experience in the retail healthcare sector (preferably in a physician practice or related setting).
• Exceptional phone and email communication skills, customer service skills, active listening skills, verbal, and written communication skills.
• Ability to resolve conflict and diffuse tension.
• Strong time management skills.

Method of Application

Interested and qualified candidates should:

Click here to apply online

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