The main responsibility for this position is to ensure that patientsreceive great customer service for their experience at Jiahui, provideproactive, professional, and care-from-the-heart service to ourpatients. Assist patients with appointment scheduling, check in and out,handling customers’ enquiries or concerns.
DUTIES AND RESPONSIBILITIES: • Be able to use Jiahui EMR system , Jiahui App • Greet every patients • Update patient’s information in system • Record details of payment issue, appointment changes or special notes • Billing and cashiering correctly • Prepare insurance claim documents for direct billing • Service extra mile to exceed customers’ expectations • always asking “is there anything I can do for you” or “is thereanything else you need” until the patient is fully satisfied • Handle external and internal calls properly • Identify, handle and resolve customer enquiries using all modes ofcommunications, such as face to face, calls, email • Educate customers on services available. • Upsell and cross sell Jiahui health service products through face toface service or through phone calls • Update physician’s roster and schedule patient’s appointment • Ensure customer waiting area is tidy and clean • Ensure PA counter tidy and clean • Identify areas for improvement and participate in improvementinitiatives which respond to patient care needs. • Ensure teamwork and participate in all activities related to thesmooth running of the service counter being assigned to • Collect feedback from customers • Perform other duties as requested by Supervisor or Manager.
EXPERIENCES, SKILLS AND ABILITIES: • Strong customer service skills • Good problem-solving and team work ability • Ability to handle computer-related tasks • Ability to use Apps and Dingding related tasks • Strong communication and coordinating skill • Proactive to solve customers’ problems and build professional relationships • Proficient English skill (ability to talk with and write emails to patients/colleagues) • Being able to multitasking effectively • Excellent time management skills • Basic critical thinking and problem solving skill • Previous frontline service related working experience is a plus