TERMS OF REFERENCE FOR CUSTOMER CARE   REPRESENTATIVE

   Job Title: Customer Care Representative

Department: Public Relations Department

Reporting to: Public Relations Manager

                                                          ABOUT OUR HOSPITAL

Horyaal Hospital is a premier private healthcare facility dedicated to providing superior medical services and creating a compassionate healing environment. Horyaal Hospital is a multispecialty hospital located in Mogadishu. Located on Tarbuun Road in Hodan, Mogadishu. We provide our patients with patient-focused, world-class medical treatment that adheres to the highest medical care standards, as well as well-equipped and trained staff. We are dedicated to providing the most efficient and compassionate care to all of our patients.

Job Summary:

As a Customer Care Representative at our private hospital, you will play a crucial role in ensuring exceptional patient experiences and satisfaction. You will serve as the primary point of contact for patients, families, and visitors, providing compassionate assistance, information, and support throughout their interactions with our facility.

Area of Accountability:

1.      Frontline Support: Greet patients and visitors warmly, addressing their inquiries, concerns, and needs courteously and professionally.

2.      Appointment Scheduling: Assist patients in scheduling appointments, surgeries, and consultations, coordinating with various departments to ensure efficient scheduling.

3.      Registration and Check-In: Guide patients through the registration process, verifying their information, insurance coverage, and required documentation.

4.      Billing Assistance: Provide explanations of billing statements, insurance coverage, and payment options, assisting patients with billing inquiries and concerns.

5.      Patient Advocacy: Serve as a patient advocate, ensuring their needs are addressed promptly and effectively, and escalating concerns to appropriate departments when necessary.

6.      Complaint Resolution: Handle patient complaints and grievances with empathy and diplomacy, striving to resolve issues to the satisfaction of all parties involved.

7.      Communication Liaison: Facilitate communication between patients, their families, and healthcare providers, ensuring clear and accurate transmission of information.

8.      Comfort and Support: Offer emotional support and reassurance to patients and their families during stressful or challenging situations, maintaining a calming and empathetic demeanor.

9.      Service Recovery: Implement service recovery protocols to address any lapses in service delivery promptly and effectively, restoring patient confidence and trust.

10.        Follow-Up: Conduct follow-up calls to patients post-discharge, seeking feedback on their experiences and addressing any lingering concerns or questions.

11.        Patient Education: Provide educational materials and resources to patients regarding their conditions, treatments, and post-discharge care instructions.

12.        Quality Assurance: Collaborate with internal departments to identify areas for improvement in patient care and service delivery, contributing to ongoing quality assurance initiatives.

13.        Compliance: Adhere to all hospital policies, procedures, and regulatory requirements governing patient interactions, confidentiality, and data security.

14.        Professional Development: Stay updated on industry trends, best practices, and customer service techniques through training and professional development opportunities.

15.        Team Collaboration: Work collaboratively with other hospital departments, including nursing, administration, and clinical staff, to ensure coordinated and seamless patient experiences.

·         Bachelor's degree in Business Administration, Human Resources, Accounting, or a related field  

·         Previous experience in a call center, customer service, or healthcare setting preferred.

·         Previous customer service experience in a healthcare or hospitality setting preferred.

·         Excellent communication and interpersonal skills, with the ability to interact effectively with diverse individuals.

·         Strong problem-solving abilities and the capacity to remain calm and composed under pressure.

·         Empathetic and compassionate approach to patient care, with a genuine desire to help others.

·         Proficiency in computer skills and familiarity with electronic health records systems preferred.

·         Ability to maintain confidentiality and handle sensitive information with discretion.

·         Flexibility to work varying shifts, including evenings, weekends, and holidays, as needed.

·         Commitment to providing exceptional customer service and upholding the hospital's values and standards

Interested candidates with the necessary qualifications and experience are urged to submit an updated CV, cover letter, and academic qualification as a single PDF document by email to the HR at Horyaal Hospital in Mogadishu-Somalia: [email protected], using the reference “Position for Customer Care Representative”, in the subject of your e–mail no later than March 24, 2024.

Review of applications will begin as soon as they are received, and only complete applications will be considered. Due to the high volume of applications, we regret that we will only contact shortlisted candidates.