Role Overview – Gaelan Hospital is seeking a Customer Service Executive to be the friendly first point of contact for patients, insurance providers, and vendors. This position is ideal for customer service professionals with hospital or clinic experience who can help make every patient experience smooth, professional, and positive.

Patient Reception and Welcome – You will welcome patients and visitors warmly as the first point of contact, greet patients professionally upon arrival, provide friendly assistance, create welcoming atmosphere, guide patients through hospital processes, offer directions and information, ensure comfortable waiting experiences, and make positive first impressions that set the tone for excellent patient care.

Patient Inquiry Management – You will manage patient inquiries with warmth and professionalism by answering questions about services, appointments, procedures, billing, insurance, and hospital policies. You will provide accurate information, explain processes clearly, address concerns promptly, demonstrate empathy, maintain patient-centered communication, and ensure patients feel heard and supported.

Appointment Scheduling – You will schedule appointments efficiently using hospital appointment systems, coordinate with doctors and departments on availability, book consultations and procedures, confirm appointment details with patients, send appointment reminders, manage appointment changes and cancellations, optimize scheduling to minimize wait times, and ensure smooth appointment coordination.

Patient Records Management – You will handle patient records accurately by registering new patients, updating patient information, maintaining demographic and contact data, ensuring data accuracy and completeness, managing patient files, inputting information into hospital systems, protecting patient confidentiality, and maintaining organized and secure patient records.

Healthcare Provider Liaison – You will liaise with healthcare providers including doctors, nurses, specialists, and clinical staff. You will communicate patient needs, coordinate on appointment scheduling, relay patient messages, facilitate communication between patients and providers, support clinical teams with administrative needs, and ensure seamless coordination.

Insurance Company Coordination – You will liaise with insurance companies by verifying patient insurance coverage, obtaining pre-approvals and authorizations, coordinating direct billing, communicating with insurance providers on claims and coverage, resolving insurance-related issues, explaining insurance processes to patients, and facilitating smooth insurance coordination that supports patient access to care.

Vendor Communication – You will coordinate with vendors and suppliers including pharmaceutical representatives, medical equipment providers, service contractors, and other vendors. You will handle vendor inquiries, coordinate deliveries, manage vendor visits, facilitate communication with relevant departments, and maintain professional vendor relationships.

Patient Concern Resolution – You will resolve patient concerns with empathy and efficiency by listening actively to complaints and issues, understanding patient perspectives, investigating problems, coordinating with relevant departments for solutions, implementing service recovery, de-escalating tense situations, following up on resolution, and turning negative experiences into positive outcomes.

Billing and Payment Coordination – You will assist patients with billing inquiries, explain charges and payment policies, process payments, coordinate with billing department on invoicing, provide payment receipts, address billing concerns, facilitate insurance billing, and ensure transparent communication on financial matters.

How to Apply:

Send your CV to: careers@gaelanmedical.com. Subject (Must Use): Application for Customer Service Executive. Important: Use the exact subject line "Application for Customer Service Executive" when applying.

About us:

Gaelan Hospital is seeking a Customer Service Executive to create smooth, professional, and positive patient experiences. We value healthcare customer service professionals who can welcome patients warmly, manage inquiries professionally, coordinate effectively with healthcare providers and insurance companies, and resolve concerns with empathy and efficiency. Join our team and help us deliver exceptional patient service!