前台客服 Patient Access Officer(010029)

岗位职责:
Responsibilities:
1. 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；
2. 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；
3. Preparing and processing medical files;
病历的准备与跟踪管理；
4. Maintaining sufficient doctor’s name card available in clinic;
保证门诊医生卡片足够；
5. Recording and tracking clinic activity and promotions;
记录跟踪门诊近期活动及促销项目；
6. Call patients for reminding calls according to department needs;
根据门诊需求给客人进行预约电话提醒；
7. Help with scheduling walk-ins, overbooks and appointment transfers;
协助客人进行walk-in预约，加号及转预约需求；
8. Email responding and phone transfers or message taking;
邮件回复，转接电话和留言；
9. Arrange department meeting accordingly and notes taking;
会议安排及会议记录整理；
10. Guide patient to certain department/clinic;
指引客人到相关部门/门诊
11. Provide assist to doctors, nurses, cashiers, pharmacists and otherstaff in the department when needed to communicate effectively with patients;
协助患者和医生、护士、收银、药房和其他工作人员进行沟通；
12. Flexibility to be on call and work on weekends;
能接受排班制上班；
13. 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；
14. 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
任职资格:
Qualifications:
1. College degree or above preferred;
2. Working experience in service industry /cashiering/ customer servicepreferred;
3. Previous working experience in international hospital / clinic orhotel preferred

Skills:
1. Excellent language skills in Chinese and English, verbal and written
2. Good customer service and problem-solving skills
3. Professional manner and etiquette
4. Communicating skill in interacting with patients and colleagues

Knowledge:
1. Excellent working experience/knowledge in customer service
2. Good proficiency in Microsoft Word and Excel;
3. Good understanding of healthcare industry