Care Point Agent

About the Role The Care Point Agent is the first point of contact for patients, families, and visitors, delivering exceptional customer service and guiding them through registration, appointments, and hospital services. This role supports the inpatient experience by coordinating with clinical and administrative teams to enhance patient satisfaction. What You'll Do

• Greet patients, families, and visitors entering the hospital with warmth and professionalism, assisting them in navigating to their desired destinations within the hospital premises.
• Provide clear and concise directions, maps, and instructions to help locate clinics, departments, amenities, and other hospital facilities.
• Respond promptly and courteously to inquiries from patients, families, and visitors regarding hospital services, visiting hours, amenities, and general information.
• Provide accurate information on patient registration procedures, insurance coverage, billing inquiries, and administrative processes, ensuring clarity and understanding.
• Assist patients in scheduling appointments, registering for medical services, and completing necessary paperwork or documentation required for admission, testing, or treatment.
• Act as a patient advocate by actively listening to patient concerns, addressing issues promptly, and escalating complex or urgent matters to appropriate hospital staff members for resolution.
• Offer empathetic support, reassurance, and guidance to patients and families during stressful or challenging situations, demonstrating compassion and understanding.
• Demonstrate professionalism, courtesy, and empathy in all interactions with patients, families, and visitors, striving to exceed their expectations and deliver exceptional customer service.
• Anticipate and proactively address patient needs, concerns, and preferences, demonstrating a genuine commitment to enhancing the patient’s experience.
• Assist walk-in visitors with inquiries and communicate effectively and diplomatically with patients, families, hospital staff, and external stakeholders, conveying information accurately and respectfully.
• Remain calm, composed, and responsive during emergencies or crises, following established protocols and procedures to ensure patient safety, security, and efficient resolution of issues.
• Collaborate with hospital security, clinical staff, and emergency response teams to coordinate patient flow, manage crowds, and provide assistance as needed during emergencies.
• Administer and collect data from surveys and feedback on patient experience; share the report and areas for improvement with the Team Lead for appropriate action.
• Work under the supervision of the Team Lead, Inpatient Experience. What We're Looking For
• Bachelor's degree in Business Administration, Social Studies, Mass Communication, Linguistics, or a related field (preferred).
• Familiarity with customer service software, electronic health records (EHR), and other relevant tools.
• Active listening and ability to understand patients’ needs; ability to explain medical processes and protocols in an understandable way.
• Basic understanding of medical terminology, healthcare procedures, and hospital operations.
• Experience in customer service, hospitality, or patient relations, preferably in a healthcare setting; experience in administrative roles (scheduling, records, and paperwork).
• Ability to manage multiple tasks, prioritize, and stay organized; strong interpersonal and communication skills in English (additional languages a plus).
• Demonstrated problem-solving, calm under pressure, adaptability, and a proactive approach to resolving conflicts.
• Personal qualities: reliability, punctuality, honesty, ethical behavior, confidentiality, attention to detail, empathy, and a patient-centered mindset. Nice to Have
• Optional/preferred qualifications (only if mentioned) Compensation & Benefits