职位描述
岗位职责Closely watch and analyze patient services procedures in both the in patient and out patient departments of the hospitalGive recommendations and suggestions and start up projects to increase service levelGive recommendations and suggestions and start up projects to increase service awareness of staffLiaise closely with Facilities Manager to ensure quality service and conduct hospital wide inspections on a monthly basis.Monitor patient support systems, e.g. inpatient food service and gift shop as well as any new support systems that have been implemented under the patient services department. Provide feedback to doctors and nursing staff on patient servicesAssist patients with general enquires, concerns and complaints to facilitate their visit to the hospital Work closely with the clinic managers to resolve patients concerns and complaint in the clinics and effectively work together to improve the quality of customer service in the clinics.Select, train, develop, motivate and monitor performance of direct reports;Build up departmental policy and work with cross-functions in developing operating procedures;Monitor the individual performance, offer coaching and one-on-one discussion when necessary;Motivate, assign and communicate new policy & procedure and program promotions, and monitor individual progress;Arrange and conduct the basic skill training to the direct reports in order to equip direct reports with the skills to provide high quality service at every transaction;Prepare and submit an annual budget for area of responsibility to upper management; and control, monitor and report results on a monthly basis in order to achieve budget targets and manage expenses effectively;Deal with customer service issues related to the hospital to increases overall efficiency and reduces patient complaints.Attend regular meetings;Conduct annual review for staff of all direct reports;Establish and improve the care coordinator program within the hospital to give patients a good first impression of the hospital’s standard of careOther Duties PerformedParticipate in Committees as requestedPerform Special Projects and other responsibilities as assigned.任职条件Bachelor’s (University) degree or comparable education showing capability of analytical thinking Service oriented educationChinese language 3-5 years related working experience in a service oriented industry (preferably healthcare) If no previous hospital or patient services experience then experience in providing service in another field is requiredAbility to establish and maintain effective working relationships with patients, employees and the public Ability to work to deadlines and process, assimilate and disseminate information in a timely mannerAbility to work independently to set up and complete tasksComputer literate: Chinese Star, MS Office, WindowsExcellent English and Chinese language skillsGood presentation and communication skillsResearch skillsTeam player with excellent people skillsProfessional understanding of hospital service industry and hospital/patient services职位概述Responsible for short and long term planning and day-to-day operations of the Patient Services, gift shop and concierge Cashier functions. Major areas of responsibility include Patient Services, Concierge/Switchboard and responsible for any patient services related issues throughout the hospital. In addition responsible for support services of the catering function.部门概述和睦家医疗集团是中国境内第一家按国际标准设立、诊疗技术领先的综合性医疗机构，我们的宗旨是：在家庭般温馨舒适的就诊环境里，为患者提供独特的、全方位的医疗服务.
