Clinic Customer Relations Executive
N.A.TOPJOBS’S CLIENT
International hospital
Ho Chi Minh City
Posted
111 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
Fields marked with a * are required.
Company Size:
150 - 200
Industry:
Hotels / Resorts / Hospitality / Restaurants
Job Category:
Hospitality / Restaurants
Job Type:
Full Time
Location:
Ho Chi Minh City
Desired skills:
English
Job Level:
Executive
Preferred language to receive applications:
English
Company address:
Pntechcons Building, Block C, Unit 504, Ward 7, Phu Nhuan Dist., HCMC, Vietnam
Contact name:
Ms.Pham Thi Tuyen
Phone number:
22268840, Ext 112
Email address:
pttuyen@natopjobs.com.vn
recruitment@natopjobs.com.vn