Customer Care Associate – Aster Medical Centre Al Khor

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Job Description

Aster DM Healthcare Limited is one of the largest private healthcare service providers operating in multiple GCC states and is an emerging healthcare player in India. With an inherent emphasis on clinical excellence, we are one of the few entities in the world with a strong presence across primary, secondary, tertiary and quaternary healthcare through our hospitals, clinics and pharmacies. We have over 20,000 plus dedicated employees across the geographies that we are present in, delivering a simple yet strong promise to our different stakeholders: “We’ll treat you well.” We reach out to all economic segments in the GCC countries through our differentiated healthcare services across the “Aster”, “Medcare” and “Access” brands.

Customer Service Responsibilities

Greeting clients and patients by name in a friendly manner Becoming well acquainted with and using the computer system
Performing opening procedures (turning on the computer system, counting the cash drawer, retrieving messages, returning phone calls, knowing surgery and appointments schedules,)
Organizing and maintaining patient records, consent forms, payment forms, etc
Answering multi-line telephone
Invoicing patients and dismissing patients that are labeled as RTG-R (ready-to-go receptionist discharge)
Preparing patient charts for nurses and clinicians
Taking appropriate messages or routing messages to appropriate voicemails
Preparing information packets
Reconciling invoices and money at the end of the day
Sending welcome cards, sympathy cards, reminder cards
Making appointments and scheduling surgeries for the appropriate clinician

Problem Solving and Patient Relations

Act as first level of Problem Solving and grievance handling of patients
Maintain cordial patient relations
Ensure patients are informed if a doctor is running late or called out
Ensure reception area is well maintained, neat and clean
Ensure all standard protocols set by organization are maintained

Insurance Claims

Check with the Insurance Coordinator for cases requiring approvals and assist in getting approval from the insurance company
Coordinate with Insurance Companies for insurance-related matters
Check with Team Leader the status of the Insurance card produced by the patient
Check with the Team Leader about the packages covered


Verify insurance/benefit coverage and collects co-pays and/or payment toward account balances at the time of service
Collect billing amount from patients
Make Backdate billing for pending approvals
Call and follow-up with patients regarding NP amounts

Job interactions

Works closely with internal stakeholders such as the insurance department, call centers, nursing, clinicians, housekeeping etc on matters related to getting approvals, patient assistance, billing and internal transactions etc.
Works closely with external stakeholders such as symphony and patients on matters related to answering queries, fixing appointments etc.

Minimum Experience

0-1 year

Specific / Relevant Experience

6 months experience in the Front Office of any Hotel or Hospital is preferred