职位描述
Primary responsibilities:
Master & supervise general clinic reception duties
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. Perform call center agent functions handle incoming calls with professional telephone etiquettes follow scripts when required and applicable.
. Answer basic patient inquiries based on the call center knowledge base information and in line with hospital policies.
. Assist patients to schedule appointments offer alternative appointments when the desired not available.
. Coordinate with clinics and ER for the sick appointment requests and assist the communications with patients
. Document the appointment requests that are unable to fulfill to help identify service demands and gaps
. Documents clear messages and send to relevant departments when needed.
. Coordinate patients' phone requests and transfer calls to relevant departments when needed
. Complete the call center system working requirements.
. Document and help to manage daily clinic activities through Trakcare when needed.
. Maintain work area and clinic waiting area tidy and clean.
. Answer basic patient inquiries and assist patient when required.
. Attend meetings as required.
. Maintain supplies needed for the reception desk to function properly.
Supervise appointment center team to ensure quality services in daily operations
Responsible for helping staff to resolve difficult cases/tasks/situations, coordinate or escalate to the right parties or mgmt functions.
Supervise and monitor the implementation of required customer service standards and required 'scripts' assist mgmt team for revision
Assist manager/mgmt team on overseeing control/key points, identifying improvement opportunities, and implementing practices to improve function efficiency.
Feedback to Manager on any process change and potential issues
Roster arrangement and management
Assists manager/mgmt on personnel management including roster mgmt proper training for all staff especially new staff and performance supervision and review.
Set a good model in overall performance and demonstrate hands on exemplary service and customer service.
Communicate with clinics and other depts whenever needed, & assists manager/mgmt team to develop collaboration with clinical departments, administrative divisions and staff
Oversee major workforce and resource utilization decisions.
Assist manager to analyze and utilize information and call center data to develop and support management decisions.
Monitor and ensure accuracy of information input HIS systems, and actively identify HIS IT gaps/opportunities for improvement.
Perform other related duties incidental to the work described herein as may be assigned or delegated.
任职要求
Qualifications:
. A college degree or equivalent education required
. Two to 5 years' clinic reception experience in SHU/UFH, or equivalent customer service experience in hospital settings, call center or service industry
. Supervisory experience in SHU/UFH, healthcare, call center & service environment preferred.
.Additional education maybe substituted for experience and vice versa
Knowledge and skills:
. Excellent English skill (oral reading & comprehension) along with strong written and oral communication skills
. Great customer service sense and mindset, interacts well with patients & clients, nursing and medical teams, and colleagues across organization to streamline clinical support operations.
. Strong interpersonal skill to form a positive and willing to lead team with passion
. Good problem solving abilities to help team members develop their capabilities both hard skills (patient access management and competencies) and soft skills (customer satisfaction )
. Proficient MS Office computer skills, and working knowledge of HIS operation
. Ability to process information, and case studies to provide workflow improvement ideas
. Ability to assist manager and management team to measure patient volume and related information and process utilization analysis to support meaningful management decisions.
. Knowledge of call center operation, and ability to utilize call center system data
. Knowledge of medical terminology and outpatient clinic operation preferred
. Management concept and leadership skill
上海和睦家医院
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