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MSVL Group
Health care + 1 more
Description
On behalf of our client, a leading healthcare provider, we are seeking an experienced Patient Customer Service Representative (Foot Soldier) who will serve as the first and most vital point of contact for all patients and visitors.
This role is essential for creating a positive, efficient, and compassionate healthcare experience. The Foot Soldier will act as a dedicated patient advocate, ensuring smooth flow from arrival to service delivery and maintaining comfort and order in the waiting area.
The ideal candidate must be a proactive, solution-oriented individual who takes ownership of the patient experience. They must be an excellent communicator, a calming presence, and possess the energy and dedication required to be the organization’s most valuable Foot Soldier on the front lines of patient care
Desirable Qualifications and Skills
Diploma in Clinical Medicine or Nursing, or a certificate in Health Services Support, Hospital Administration & Customer Care, or as a Health Care Assistant.
Minimum 3 - 5 years of proven experience in a customer-facing role, preferably in a fast-paced or service-oriented environment. Experience in healthcare is highly desirable.
Exceptional verbal communication skills with the ability to maintain a calm and professional demeanor under pressure.
Demonstrated high degree of empathy, patience, and compassion for individuals in vulnerable or stressful situations.
Excellent multi-tasking and organizational abilities to manage flow, waiting times, and multiple patient needs simultaneously.Familiarity with medical terminology or healthcare administrative software (e.g., EMR/EHR).
1. Patient Experience & Initial Contact (The First Impression)
Enthusiastically and warmly greet all patients and visitors upon their arrival, immediately making them feel welcome and at ease.
Serve as the primary representative of the facility, providing immediate, friendly, and helpful assistance.
Actively monitor and ensure a comfortable, clean, and private environment in the waiting area.
Clearly direct patients to the correct service areas, departments, or specific rooms (e.g., lab, imaging, pharmacy).
2. Registration, Flow & Coordination
Proactively guide patients step-by-step through the registration, check-in, and appointment processes, offering assistance with forms or digital systems.
Accurately and proactively clarify expected wait times for patients and provide regular updates if delays occur.
Liaise and coordinate efficiently with clinical teams (e.g., nurses, doctors, medical assistants) to help reduce processing delays and optimize patient flow.
3. Issue Resolution & Advocacy
Promptly record, acknowledge, and resolve patient inquiries or complaints related to non-clinical issues (e.g., administrative, facility concerns).
Promptly escalate any significant clinical concerns (e.g., patient deterioration, urgent symptoms) or operational issues (e.g., systems down, critical staff shortage) to the appropriate clinical or management teams.
Ensure patients are aware of and directed to the correct resources for their needs.
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