Customer Relationship Manager

DUTIES AND RESPONSIBILITIES:
 Be single point of contact，get to know and keep track of patientprofile and their family profile;
 Manage all aspects of new and existing patient queries and needs;
 Coordination of patient care, starting from first contact through allthe treatment progress and post treatment follow up care; Coordinateservice needs to be provided including but not limited to arrangeresources, set schedule, transportation and escort;
 Master the work process related to service line that CustomerRelationship Manager is designated to;
 Facilitate new patients visit by communicating sufficiently withpatient and medical team in advance, for complicated service, topre-arrange every contact points of patient journey, make sure the flowis smooth, and accompany customers throughout the whole visit;
 Master service prices/promotions and be able to convey patients onservice provided or procedure quotations within the service line;
 Coordinate financial clearance for treatmentpackage/procedure/surgery (including GOP status if any);
 Arrange with patients ‘ follow up treatment/regular checkups/ longterm treatment;
 Pair up with physicians to provide better and convenient service topatients, Be the secretary on physician calendar maintenance includingexceptional patient scheduling and sending investigation report topatients based on physician’s instruction;
 Support service line on marketing by cooperating with marketingactivity and recruiting patients to post good comment on public social platforms;
 Identify and develop relationships with personnel within servicingdepartments and other departments involved in the care of patients;
 Master Jiahui services and be able to introduce and offer the correctservices to patients and their families;
 Explore patients’ needs, be familiar with medical services andidentify new sales/business development opportunities to achieve monthlysales target.
 Demonstrate initiative and leadership in developing services scope orwork flow which respond to patient care needs and improve all parties’ satisfaction;
 If assigned with specific nationality, job scope covers all issuesrelated to the particular nationality patients, including but notlimited to appointment booking, inquires, translation, billing,insurance and statistics tracking and analysis etc.
 Responsible for customer satisfaction and customer complaints;

EXPERIENCES, SKILLS AND COMPETENCIES:
 Nursing/medical background preferred
 Proven experience in customer service is a must
 Possess fast learning ability and positive attitude is a must
 Practical knowledge of procedures and treatments specific to minimumone service line/specialty
 Strong verbal and written communication with all stakeholders
 Excellent organizational skills
 Computer literacy to maintain and manage case records
 Fast learner and strong assessment /analytical skills
 Being able to multitasking effectively and efficiently