患者服务专员

The main responsibility for this position is to ensure that patientsreceive great customer service for their experience at Jiahui, provideproactive, professional, and care-from-the-heart service to ourpatients. Assist patients with appointment scheduling, check in and out,handling customers’ enquiries or concerns.

DUTIES AND RESPONSIBILITIES:
• Be able to use Jiahui EMR system , Jiahui App
• Greet every patients
• Update patient’s information in system
• Record details of payment issue, appointment changes or special notes
• Billing and cashiering correctly
• Prepare insurance claim documents for direct billing
• Service extra mile to exceed customers’ expectations
• always asking “is there anything I can do for you” or “is thereanything else you need” until the patient is fully satisfied
• Handle external and internal calls properly
• Identify, handle and resolve customer enquiries using all modes ofcommunications, such as face to face, calls, email
• Educate customers on services available.
• Upsell and cross sell Jiahui health service products through face toface service or through phone calls
• Update physician’s roster and schedule patient’s appointment
• Ensure customer waiting area is tidy and clean
• Ensure PA counter tidy and clean
• Identify areas for improvement and participate in improvementinitiatives which respond to patient care needs.
• Ensure teamwork and participate in all activities related to thesmooth running of the service counter being assigned to
• Collect feedback from customers
• Perform other duties as requested by Supervisor or Manager.

EXPERIENCES, SKILLS AND ABILITIES：
• Strong customer service skills
• Good problem-solving and team work ability
• Ability to handle computer-related tasks
• Ability to use Apps and Dingding related tasks
• Strong communication and coordinating skill
• Proactive to solve customers’ problems and build professional relationships
• Proficient English skill (ability to talk with and write emails to patients/colleagues)
• Being able to multitasking effectively
• Excellent time management skills
• Basic critical thinking and problem solving skill
• Previous frontline service related working experience is a plus


该职位的主要职责是确保患者在嘉会获得良好的客户服务，为我们的患者提供积极、专业和发自内心的护理服务。协助患者安排预约，办理入住和退房手续，处理客户的询问或问题。

职责：
•能够使用嘉会电子病历系统、嘉会App
•问候每一位患者
•更新系统中的患者信息
•记录付款问题、预约变更或特别说明的详细信息
•正确计费和出纳
•为直接计费准备保险索赔文件
•服务额外里程，超越客户期望
•总是问“我能为你做什么吗”或“你还需要什么吗”，直到患者完全满意
•正确处理外部和内部呼叫
•使用所有通信模式，如面对面、电话、电子邮件，识别、处理和解决客户查询
•向客户介绍可用的服务。
•通过面对面服务或电话向上销售和交叉销售嘉惠健康服务产品
•更新医生名册并安排患者预约
•确保客户等候区整洁干净
•确保PA柜台整洁干净
•确定需要改进的领域，并参与响应患者护理需求的改进计划。
•确保团队合作，并参与与服务柜台顺利运行相关的所有活动
•收集客户的反馈
•履行主管或经理要求的其他职责。

经验、技能和能力：
•强大的客户服务技能
•具有良好的解决问题和团队合作能力
•处理计算机相关任务的能力
•能够使用应用程序和钉钉相关任务
•较强的沟通和协调能力
•主动解决客户问题并建立专业关系
•熟练的英语技能（能够与患者/同事交谈并给他们写电子邮件）
•能够有效地进行多任务处理
•出色的时间管理技能
•基本的批判性思维和解决问题的技能
•有一线服务相关工作经验者优先