VIP Concierge Services Officer

Job Summary

The Officer-VIP Concierge Services will be the first point of contact for guests to get help with their errands and appointments. S/He will be responsible for extending premium hospitality and exquisite service to the VIP patients/guests across all departments/units, while operating at the highest level of discretion and confidentiality. S/He will ensure and maintain all day-to-day activities of the Department, improve all operational processes, and monitor effectiveness for the Department.  

Job Responsibilities 1

Coordinates with the VIP Team Lead on patient expectations and patient category type.

Coordinates with the VIP Team Lead to book the VIP patient appointments and ensure their visit is organized and set prior to the date of visit.

Prepares a registry log (one day before) that includes all the VIP patient details (MRN – Appointments – Timings – Clinics – insurance details – other requirements).

Shares the patient visit route/details on the VIP Patient Group.

Welcomes the patient on the day of appointment and stays with them throughout the duration of the visit (all VIP patients).

Greets all guests with appropriate manners & curtsey and arrange pre-consultation requirements as necessary.

Guides patient to consultant`s room when the consultant is ready to see the patient after ensuring all the required registration and billing aspects have been done.

Guides the patients regarding investigation, medication & follow-up visit.

Updates respective consultant(s) regarding patient`s attendance and status as & when required.

Job Responsibilities 2

Tries to accommodate the patient after discussion with the consultant or arranges an alternate service option without offending the patient in case of exceptional cases.

Registers the patient on the system, creates their Medical Record Number (MRN), and inputs all their insurance/financial details in the system.

Issues bills and invoices for all VIP patients as per their visit and episodes.

Schedules all required appointments and coordinates the smooth fast-tracked flow through those appointments.

Acts as the direct line of contact between the patients and their clinical team.

Handles all aspects of a VIP’s patient journey as instructed by the VIP Team Lead.

Responds to special requests from patients and provides prompt follow-up as needed to ensure needs are met with full satisfaction.

Initiates and connects in-person and by phone with VIP patients for their feedback and inputs to ensure all services are executed with highest level of patients’ service.

Follows up with patients on any upcoming services ordered or required and any medical reports.

Additional Responsibilities 3

Job Knowledge & Skills

Strong Knowledge of the Healthcare industry.

Computer literacy, including the use of word processing and other software packages.

Genuine interest in working within a caring environment.

Team Player.

Ability to communicate effectively at all levels.

High degree of self-organization.

Ability to spot and solve problems, requiring effective decision-making skills.

Ability to work long hours, often under pressure.

Ability to multi-task in a fast-paced environment.

self-driven with a strong ability to work with minimal supervision.

 Ability to think critically and analyze information with efficient solution generating skills.

Job Experience

Minimum 2 years of experience (required).

Previous experience in Patient Care/Customer Care and Operations in a complex organization.

Minimum 1 year in GCC (required).

Competencies

Education