The Customer Care Manager will direct and supervise the day-to-day smooth handling of all administrative and other supporting activities around the provision of medical/ clinical care in the hospital (assuring and supervising customer care functions, including reception, cashiers, patient care attendants, medical secretaries, scheduling operators) in close cooperation with the various (para) clinical departments and at the direction of the Director of Clinical Affairs.
- To handle all matters related to tasks of receptionist/ health-check/ coordinator/ cashier/ patient guide/ booking/ direct billing/ medical record clerk/ dental assistant/ specialist assistant positions.
- To cooperate with relevant staffs/ teams to ensure prompt, efficient service to client/ patients & visitors.
DUTIES AND RESPONSIBILITIES:
- To supervise all receptionist/ health-check coordinator/ cashier/ patient guide/ booking/ direct billing/ medical record clerk/ dental assistant/ specialist assistant/ medical secretary teams in every aspect related to their tasks and duties.
- To handle any matters related to customer care perspective promptly.
- To conduct necessary training sessions for staff in customer service field
- To coach staff in their performance implementing hospital standards of practices.
- To assure disciplines are satisfied in the whole department such as staff working time, staff uniform, hygiene and appearance, other workplace requirements ….
- To assure every hospital stipulated procedure, processes, protocols involved are respected at all times.
- To look after all OPD/IPD patient scheduling assuring maximal hospital capacity and patient satisfaction.
- To liaise with Customer Administration Manager in rostering staff coping with actual situation of needs of OPD/IPD or site work on daily basis.
- To liaise with Customer Administration Manager in supervising all work stations assuring standard set-up, hygiene and outlook.
- To supervise and coach on the staff’s compliance as per hospital stipulations for patient consultation, admission, consent to treatment, agreements, medical records ….. upon medical indications.
- To supervise and coach the processes for cross exchange patient information following DPDP standards.
- To supervise staff on timely compliance with hospital quality and risk procedures in quality aspect including of reporting on incidents or feedback.
- To seek or propose ideas for improvement measures
- To attend staff meeting and all other meetings requested by the Director of Clinical Affairs; and
- Other duties as may be required from time to time by the Director of Clinical Affairs;
REQUIREMENTS:
- Good spoken and written English and Vietnamese
- Very good telephone communication skills
- Good organization skill
- Supervisory skill
- Computer office software literacy
- Skill of dispute handling
- Ability to work independently
- Ability to work with team
- Ability to handle all reasonable inquiries and complaints of patients, patients’ relatives and visitors;
- Ability to deal with other departments to provide a smooth process.
- Ability to fulfill requirements of the management
- Ability to work under working pressure
WORKING CONDITIONS:
- Working 8 hours/day, 44 hours/week.
- Working in shift rosters including night shift when required.
- Employee is subject to work on Sunday and Public Holidays.