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Patient Coordinator

2 months ago

Cebu, Philippines Instalimb Solutions Philippines Inc. Full time

Overview:

Coordinate patients as contact window from production start

- Fixing the appointments and schedule with patients

- Call patients before the accommodation day to verify the appointment

- Communication with patients/visitors directly by answering or referring inquiries

Receptionist operation

- Services to visitors by greeting, welcoming, and directing them to the relevant personnel or department appropriately.- Inventory of consumables (socks, liners, bandages, etc.) from incoming shipments

Customer support operation

- Answering the patient concern- Communication with the related department and obtaining solutions for a technical concern from a patient.- Providing the solution and an answer to a patient in accordance with him/her questions.

Customer success operation

- Boosting lifetime customer value and annual recurring revenue.- Inspiring customer loyalty and retention.- Reducing churn

Details:

Fixing the appointments and schedule with patients

- Send notifications via SNS message to match the schedule of our staff in charge and the patient- Inform appropriate transportation, travel route and/or estimated arrival time in case patient visits our clinic- Share the appointments result with related departments

Call patients before the accommodation day to verify the appointment

- Call them first in the morning. If they cannot be reached, send them a text message. If there is no response after an hour, contact them again.- Check the related concern with patients* Ask the patient if he/she needs assistance for the transportation (use company car or book grab for the patient)* Ask the patient if he/she will arrive with a companion* Ask the vaccination status and current health condition the day before the said schedule

Communication with patients/visitors directly by answering or referring inquiries

- Coordinates with the concerning departments regarding issues or irregularities with the patients- Take over the communication of patients who is starting production from sales- Deliver regular follow-up information to the patients who start the life with prosthesis to check the product condition Deliver new service information with our users

Services to visitors by greeting, welcoming, and directing them to the relevant personnel or department appropriately.

- Monitors logbook for security purposes.- Maintains telecommunications system.

Inventory of consumables (socks, liners, bandages) from incoming shipments

- Purchasing pantry and office supplies

Answering the patient concern

- Getting the problem/situation/request when the person got contact from the customer- Can give the solution or explanation if the request is template one

Communication with the related department and obtaining solutions for a technical concern from a patient.

- If the concern from customer is not on our template, escalate the trouble detail to the superior person- Check the unclear point before explaining to the customer

Boosting lifetime customer value and annual recurring revenue.

- Up-selling and cross-selling mainly through phone call and SNS- Proposing additional purchases of consumables after the main product sale closes- Proposing additional purchases to existing customers

Inspiring customer loyalty and retention

- Making follow-up calls and providing information to customers to build rapport regularly

Reducing cancellation

- Monitoring and reporting cancellation rates- Making internal proposals to reduce cancellation rates- Making approaches to patients to reduce cancellation rates

To report and inform exactly the details of a patient's condition and situation to a supervisor whenever to hear from them.

- To propose any solution to the supervisor or team member based on information you obtain.- To provide the solution and an answer to a patient in accordance with him/her questions.- If the concern from the customer is on our template, the person can answer after confirming the related member.- The person can follow the company protocol for the explanation.

Keeping and maintaining cleanliness at clinic areas & other related areas by complying with procedures, rules, and regulations of the company.Contributing to the team effort by accomplishing tasks for better results.Making and writing routine/ special report directed by the superiorsPerforming other duties as assigned by the superiorsMaking suggestions for improving operations in this position's role or beyond this role.

Preferably

Telephone operator experience in a call center (*Not a must)

Qualifications:

Must have a Bachelor Degree (any related course)Has experience of customer service/successWilling to relocate in CebuStrong verbal and written communicatorSelf-motivated, self-disciplined and can do the job with minimal supervisionAvailable SNS and telecommunications system.Good English communication skills (English, Visaya & Tagalog)Good ListenerProfessionalismCustomer-centeredMultitaskerSelf-motivated, self-disciplined and can do the job with minimal supervisionWith experience, sales is a plus.