Medical Support Officer is required

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Medical Support Officer is required
Job description:
Department: Medical Unit
Reporting to: Medical Unit Supervisor

Experience, skills & Qualifications:
• 1-3 years of experience in internal Medicine, Family Medicine or Emergency.
• 1-2 Years of experience in a medical insurance company would be an asset.
• 1-2 years of experience in a call center would be an asset.
• Very good command of English ( written & spoken)
• Excellent communication skills, Customer Service oriented, decision making skills, data Entry Skills, call handling skills, Problem Solving, Multi-tasking.

Main Job Tasks and Responsibilities:
• Handle out bound and inbound calls.
• Maintains call center database by entering information and maintaining clients updated profile and data records.
• Maintain confidentiality of information contained in the medical records, according to the set policies.
• Answers inquiries by clarifying desired information; researching, locating, and providing medical information.
• Fulfills requests by clarifying desired information; completing transactions; completing operational requests.
• Handle client complains, resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems, to assure maintaining high customer satisfaction and company image.
• Handle emergency in bound call, and take the necessary action from sending an ambulance, making a physician referral, sending the clients profile to the hospital, securing a room in the hospital, etc,…. according to pre set policies and procedures.
• Working closely with clients to determine their extra service requirements & suggestions.
• Enhances client satisfaction by accepting ownership for accomplishing customized solutions requested by clients even if it’s not included in our offered service yet and working on it with the medical unit team according to work policies & procedures.
• Create clients medical data base by conducting full medical examination, taking full medical history, and collecting needed x-rays, analysis and various needed documents from the client through scheduled client visits.
• Recommend on shelf medicines to patients over the phone, according to their available medical history and reported complain.
• Guide patients on selecting the right specialty physician if needed, with giving many doctor names alternatives.
• Conduct home visits to patients.
• Sells additional services by recognizing opportunities to explain new or additional features.
• Keeps equipment operational by following established procedures & reporting malfunctions.
• Use questioning and listening skills that support effective telephone communication.
• Following operational guidelines and procedures checklist.
• Other duties as assigned.

Key Performance Indicators (KPIs):
• Number of satisfied clients vs. unsatisfied.
• Average call handling time.
• Average speed of answer.
• Number of received complains.
• Number of calls handled / shifts.
• Percentage of answers accuracy.
• Percentage of abandoned calls.
• Percentage of customer loss due to bad handling.
• Percentage of customer retention due to satisfying handling attitude.
• Percentage of following the operational and procedures check list.
• Accuracy of client’s data gathered and entered on the system.
• Availability of client full accurate data when needed.

Interested applicants shall send their Cvs to quoting
(medical support officer) in the e-mail subject or the e-mail will be ignored


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