Clinic Customer Relations Executive

N.A.TOPJOBS’S CLIENT

International hospital

Ho Chi Minh City

Posted 112 months ago

Job description

Clinic Services

• Ensure clinic facilities and services are maintained at the highest level of operational standards including non medical staffing, non medical equipment and client support services
• With support from the Clinic Manager ensure standards of practice & service delivery comply with local regulations as well as International Standards of Practice. To ensure that Hospital Policies and Procedures are implemented and maintained. And all documentation is up to date and correct.
• Promote and ensure a Continuous Quality Improvement environment & program is maintained
• Ensure the Clinic Standards internal audit is done and actioned upon semi-annual basis
• Maintain, improve and enhance all clinic programs
• Develop and maintain clinic non clinical policies and procedures consistent with Hospital and international standards of practice. Help to ensure policy compliance and review on a regular basis
• Develop reception staff to a level where there exists a culture of consistent excellent service delivery
• Deliver excellent customer service to Hospital clients
• Demonstrate an ability to motivate employees to work to optimal efficiency
• Promote a collaborative and cooperative relationship between Assitance Centre and the Clinic
• Ensure that all standard operating policies and procedures (POPs) related to clinic reception are adhered to and staff read them on a regular basis
• Provide line management to both clinic and health check suite reception supervisors
• Ensure staff is aware of necessary patient referral procedures in the event of medical emergency, medical evacuation and medical treatment.
• Attend daily and weekly and meetings, as necessary or requested, of Clinic staff, to discuss issues relating to quality service delivery
• Attend monthly Staff meetings in order to share information and develop collegial relationships
• Participate & contribute to policy formulation and the implementation of standards
• Report and discuss relevant issues concerning effective practice and management with Clinic Manager, Chief Medical Officer
• Assist the Clinic Manager - in day-to-day clinic operation as required.

Customer Service

• Promote a high standard of customer satisfaction by further developing a culture of consistent customer service excellence amongst staff and the delivery of excellent customer service to Hospital customers
• Handle customer complaints and ensure a swift response to be given within 48 hours. (refer to POP)
• Demonstrates ability to create an atmosphere and conditions conducive to and foster motivation of employees to work to optimal efficiency
• Promote a collaborative and cooperative relationship between FCC and clinic
• Ensure a comprehensive working knowledge of all internal and external departments for delivery of clinic services. This includes laboratory services, X ray and imaging services, medical records nursing and auxiliary service
• Ensure all staff are aware of necessary patient referral procedures in event of treatment, emergency and evacuation. Ensure efficient effective and service a oriented patient flow within the clinic
• Ensure quality control & improvement in all aspects of customer service & non medical aspects of patient care.
• Develops and implements a staff induction, orientation and ongoing training program promoting a culture of consistent excellent service delivery of all front line clinic staff 
• In conjunction with the marketing team promote a high profile & positive image for the clinic within the community
• In conjunction with the Marketing team develop initiatives to increase awareness & greater clinic utilization
• Ensure a clinic patient database is maintained in an accurate & timely manner & that such data is utilized in the promotion of customer service programs
• Support Marketing team to ensure that external clinic marketing activities occur on a regular basis and participate in such events as they relate to clinic services
• Ensure that clinic is well utilized as an appropriate relay of communication on hospital programs and services by providing to clients adequate merchandising and other communication tools to customers
• Maintain responsibility for all aspects of member feedback through surveys, feedback mechanisms, complaint, suggestion & compliment handling

Financial Management

• Assist in the development of the annual budget in conjunction with the Clinic Manager and General Manager Clinics Vietnam.
• Ensure that billing is accurate and that all items are invoiced
• Ensure understanding and implementation of correct procedure in relation to billing processes
• Ensure that patients are billed for all billable items
• Maintain direct oversight and responsibility for clinic accounts receivables
• Ensure all procedures related to taking money is correctly handled and that random audits are conducted to determine compliance
• Liaise with insurance companies as necessary in checking coverage, outstanding payment direct billing and guarantee of payment
• All stocks in the clinic to be managed on a FIFO basis and to minimize risk of stock write off

Training

• Identify training needs of non medical staff and implement program to improve knowledge, skills and service levels.
• Enlist support of the Nursing Manager, CSR & CSE Supervisors and Clinic Manager to implement and maintain ongoing education programs for nursing and clinical staff
• Develop and maintain a training and development plan for all staff in the clinic in conjunction with Heads of Department on an annual basis

Staff Management

• Ensure the clinic is appropriately staffed at all times for non medical service
• Motivate and develop staff to a high level of performance and ensure retention of good quality staff
• Facilitate a working environment that promotes openness and a trust relationship with all staff

Administration

• Prepare monthly functional reports in accordance with the standard format and ensure submitted on time
• Maintain regular staff meetings

Accountability

• Ensure your efforts are directed at achieving the clinic service and revenue targets
• Support Clinic Manager to ensure that clinic costs remain within budget targets
• Support Clinic Manager to ensure that all patients are retained as users of clinic services
• Help promote a collaborative and cooperative relationship between First Call Centre and the Clinic
• Ensure that all policies and procedures related to clinic reception are adhered to and reviewed and updated on a regular basis
• Ensure the clinic provides superior quality service and complaints are minimized
• You will be responsible for any other duties that are deemed necessary by the Clinic Manager

General requirement

• Fluent English
• Additional language skills an advantage
• 5 Star Quality Customer Service
• Effective communication skills
• Leadership ability
• Strong customer service skills
• Polite and professional
• Good grooming & deportment
• Minimum 5 years ‘ experience in the service industry, Customer relations, sales or Public relationsPrevious experience in medical, hospitality industry an advantage
• Tertiary qualifications preferred
• Management or Business Training

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