职位描述
岗位职责•Introduce hospital and department scope of services to patients in a pleasant, helpful manner. Introduce all kinds of health check up package, and appointment booking. Deal with telephone inquire regarding package or other related questions or any other inquires e-mail request regarding packages and other service related questions.•Triage telephone calls and provide telephone advice•Keep tracking all test result and cooperate with physician and sending (through e-mail/fax) or calling patient regarding test result.•Remind patient about follow up visits for vaccines, lab tests and doctor’s visits.•Participate in quality indicator collection and analyzing.•Keep tracking all referral report and cooperate with associate department•Maintain and organize the test result and referral filing system.•Assist department with medical liaison to delivery specialist or part time physician’s patient result•Competence with Trakcare system and be able to operate the clinic activities function in Trakcare.•Perform primary patient service officer role to ensure patient satisfaction rate increase in the clinic. Put 20% time on patient satisfaction improvement program, collect patient feedback and collect some data for clinic, analyze patient’s needs. Report to clinic manager and department chair regularly.•Work with hospital pediatric department on vaccine management, report vaccine to pediatric department when needed.•Cooperate with all departments as clinic requirement.•Help patients to resolve registration, billing, insurance and accounting when there is a needs•Provide assistance to doctors, nurses, cashiers, pharmacists and other staff in the department when needed to communicate effectively with patients•Understand hospital policy and procedure, make sure to follow hospital’s policies, protocols and procedures.•Ensure patient complaints are properly logged and acted upon by trying to avoid any patient leaving the hospital dissatisfied. •Attend different level of meetings as required. Make record for clinical meeting minutes.•Provide translation services for Chinese client as needed. •Flexibility to be on call and work on weekends •Other assigned duties as needed.任职条件•Education Requirement- Nursing associate bachelor degree or above; Bachelor degree in Medical Science preferred•Certification from recognized college•Seven years above work experience, two years above Patient Services experience•Previous experience in similar position desirable•Good computer skill, knowledgeable in Windows programs•Adheres to hospital confidentiality policy.•Fully understand the operation of ambulatory care clinic•Good computer skill, knowledgeable in Windows programs•Ability to understand, read and write medical terminology•Knowledge and insight into the local community in Beijing•Hospital or service organization background preferable•Ability to handle multiple tasks at one time•Ability to follow protocol, policies and procedures•Ability to understand medical terminology•Ability to organize and prioritize•In English and Chinese languages with particular importance of excellence in English language skills•Ability to communicate effectively in writing and verbally with physicians, nurses and support staff, and the most importantly, with patients.•Skill in exercising initiative, judgment, problem solving.•Be flexible, and has strong team player•Excellent customer services skills with westerners and Chinese speaking patients•Excellent computer skills (Word/Excel/PowerPoint)•Professional telephone etiquette•Basic management and coaching skills
