英文客服 Patient Access Officer(008902)

岗位职责:
1. Answer patients’ inquiries via telephone and SEM portal
通过接听电话和官网商桥渠道，给患者提供日常咨询服务
2. Ensure that the scheduling and registration process for the patientis completed accurately and efficiently
保证准确无误并高效地完成患者的预约和登记
3. Respond to patient inquiries and educate them on UFH-level policiesand procedures.
有效回应患者的疑问并根据和睦家的政策和流程帮教患者
4. Provide assist to doctors, nurses, cashiers, pharmacists and otherstaff in the department via phone and email when needed to communicateeffectively with patients.
通过电话或邮件，协助患者和医生、护士、前台、收银、药房、检验科和其他工作人员进行沟通
5. Deliver business knowledge handovers to the team when necessary
在有需要时给团队进行新知识的交班
6. Have comprehensive understandings of company promotions and deliverthe message to the patients correctly
对公司销售市场部门的推广/套餐/新服务内容有充分的认识，并给患者提供详细准确无误的信息
7. Notice leads and refer to the sales department timely
发现商机并及时转达给销售同事跟进
8. Monitor systematic issue and report to supervisor timely whenproblems occurred
关注客户服务系统和监控，发现问题及时反馈给主管跟进
9. Perform primary patient access to ensure patient-satisfaction rateincrease in the clinic. Collect patient feedback. Report to manager regularly.
提高患者满意度，收集患者反馈，分析患者需求，向上级定期报告
10. Assist Supervisor/Manager with any new initiatives or specialprojects.
协助主管/经理完成新的任务或额外项目
任职资格:
Qualifications:
• College and above
• Bachelor degree preferred
• CET-6/TEM4 and above preferred
• Working experience in customer service centers preferred
Skills:
• Excellent Cantonese, Mandarin and English, oral and written
• Familiar with Microsoft Office tools
• Professional manner and telephone etiquette
• Good communication skills
• Good problem solving skills
• Good interpersonal skills
• Can work under pressure and remain calm in challenging situations
• Can work shifts
Knowledge:
• Excellent working experience/knowledge in customer service
• Good proficiency in Microsoft Word and Excel
• Good understanding of healthcare industry