Job Description
Join ECCO Gulf Majorel Qatar as an RBMS Agent (Patients Coordinator Agent) and be a vital link in our customer service team. Based in Qatar, you will play a crucial role in ensuring seamless communication and coordination between patients and healthcare providers. Your responsibilities will include managing patient inquiries, scheduling appointments, and maintaining accurate records to enhance patient satisfaction and service efficiency.
- Liaise with Health Centers on referral guidelines and referral protocols.
- Collection of Referrals from health center/ internal hospitals departments/ private healthcare providers.
- Log and track all referrals to hospitals.
- Manage Clinical Triage function – All referrals to OPD services are clinically triaged to determine the patient’s clinical urgency.
- Call the patient and book an appointment based on triage decision and availability.
- Liaise with the operational area to forward referrals for insertion into medical records.
- Return any feedback to health center that has been generated by hospitals.
- Use the disposition codes to identify when a patient is contacted.
- Patients to receive appointment communication in both Arabic and English.
- Review of reports to ensure complete schedule utilization.
- Referral distribution based on catchment areas.
- Duplicate referrals cancellation for scheduling queues via Cerner.
- Track and collect referrals generated through email/fax and Cerner by health center, private clinics and hospitals clinics to hospitals OPD.
- sort referrals to hospitals OPD per specialty and sends the referrals for triage to an assigned triage doctor.
- In case of any incorrect/disconnected contact number of patients, check referral for any other contact number to call and book appointment. Incase patient is still not contactable; they update disposition code and cancel the order.
- Receives new and follow up patient appointment requests through email or fax from Inpatients department of various hospitals. On-site RBMS create an order in Cerner and send it in triage queue.
- Receives patient transfer requests from OPD due to clinic cancellations. On-site RBMS transfers the patient and calls the patient to confirm new appointment date.
- Book evening appointments for new patients, if needed
- Receives appointment requests from OPD for patients who walk in with copy of referral forms.
- Provide assistance with positioning and mobility, which may involve transferring patients to and from beds or chairs.
- Collect and document the vital signs of patients, encompassing body temperature, pulse, respiration rate, and blood pressure while simultaneously ensuring strict adherence to documentation protocols and policies.
- Observe and monitor patients for changes in condition or behavior and notify the nursing or medical personnel of any noteworthy alterations or irregularities that are observed.
- adhere to infection control protocols, including guidelines for personal protective equipment (PPE) and hand sanitation.
- Provide comprehensive patient care while collaborating with physicians, nurses, and other health care professionals.
- Patients are scheduled for follow-up appointments with their attending physicians following the conclusion of the consultation.
- Providing additional required assistance as guided by the clinics leads (Physician and nurses).
- Performs other duties as assigned.
