DUTIES AND RESPONSIBILITIES: Be single point of contact,get to know and keep track of patientprofile and their family profile; Manage all aspects of new and existing patient queries and needs; Coordination of patient care, starting from first contact through allthe treatment progress and post treatment follow up care; Coordinateservice needs to be provided including but not limited to arrangeresources, set schedule, transportation and escort; Master the work process related to service line that CustomerRelationship Manager is designated to; Facilitate new patients visit by communicating sufficiently withpatient and medical team in advance, for complicated service, topre-arrange every contact points of patient journey, make sure the flowis smooth, and accompany customers throughout the whole visit; Master service prices/promotions and be able to convey patients onservice provided or procedure quotations within the service line; Coordinate financial clearance for treatmentpackage/procedure/surgery (including GOP status if any); Arrange with patients ‘ follow up treatment/regular checkups/ longterm treatment; Pair up with physicians to provide better and convenient service topatients, Be the secretary on physician calendar maintenance includingexceptional patient scheduling and sending investigation report topatients based on physician’s instruction; Support service line on marketing by cooperating with marketingactivity and recruiting patients to post good comment on public social platforms; Identify and develop relationships with personnel within servicingdepartments and other departments involved in the care of patients; Master Jiahui services and be able to introduce and offer the correctservices to patients and their families; Explore patients’ needs, be familiar with medical services andidentify new sales/business development opportunities to achieve monthlysales target. Demonstrate initiative and leadership in developing services scope orwork flow which respond to patient care needs and improve all parties’ satisfaction; If assigned with specific nationality, job scope covers all issuesrelated to the particular nationality patients, including but notlimited to appointment booking, inquires, translation, billing,insurance and statistics tracking and analysis etc. Responsible for customer satisfaction and customer complaints;
EXPERIENCES, SKILLS AND COMPETENCIES: Nursing/medical background preferred Proven experience in customer service is a must Possess fast learning ability and positive attitude is a must Practical knowledge of procedures and treatments specific to minimumone service line/specialty Strong verbal and written communication with all stakeholders Excellent organizational skills Computer literacy to maintain and manage case records Fast learner and strong assessment /analytical skills Being able to multitasking effectively and efficiently