Patient Care Specialist

4 weeks ago

Cebu City, Philippines Belo Medical Group Full time

The Patient Care Specialist primarily attends to patients and customers in the clinic and performs a variety of tasks to ensure that services are provided in an effective and efficient manner.

Job Duties and Responsibilities Handling Patient or Customer Inquiries or Concerns:
  1. Greet all patients and customers upon entry in the clinic in a friendly, courteous and professional manner.
  2. Answer inquiries from patients, customers and other persons regarding clinic product and services in an efficient manner.
  3. Answer telephone calls promptly and efficiently following telephone handling standards of the Company.
  4. Handle inquiries over the telephone and screens or directs calls when necessary.
  5. Log all inquiries in the Inquiry Sheet as part of the monitoring report by the Marketing Department.
  6. Endorse scheduled patients to appropriate personnel in charge (Doctor or Aesthetician or Nurse or Physician’s Assistant).
  7. Handle patient complaints and refer to the Branch Officer or Doctor accordingly.
  8. Maintain high standards of customer service through handling of all customers in a courteous, friendly and helpful manner.
  9. Ensure that appropriate and relevant promotional or information materials are available for the patients or customers.
Scheduling of Patients:
  1. Ensure proper scheduling of patients for treatment and services in the CRM and logbook
  2. Confirm patient’s appointment the day before the schedule
  3. Reconfirm with the patient 15 minutes before the scheduled treatment or procedure to ensure patient’s availability
  4. Prepare list of doctors’ and aestheticians’ patients, procedures and contact numbers for distribution at the end of the day
  5. Check Company mobile phone on a daily basis, takes note of any requests for rescheduling from patients, and updates the CRM and concerned personnel accordingly
  6. Coordinate with the Doctor or Aesthetician or other personnel with regard to patient schedule
Handling of Patient Information and Patient Charts:
  1. Facilitate the filling out of the Patient Data Sheet and ensures completeness of information
  2. Prepare charts for new patients ensuring proper labeling with the patient’s name (Last Name, First Name, Middle Initial) on the folder flap
  3. Maintain proper filing of charts
  4. Pull out charts of patients as necessary and returns charts after use in their proper places
  5. Prepare charts of patients scheduled the next day
Others:
  1. Maintain orderliness and cleanliness in Reception and Waiting area and other areas in the clinic
  2. Report any required repairs in the Clinic or need for additional supplies or collaterals to the Branch Officer for proper action
  3. Undertake promotional, sales and marketing activities via the phone or direct customer encounter
  4. Attend and participates in all required meetings, events or trainings
  5. Ensure compliance to company established policies and procedures
  6. Lend support or assistance as Reliever in other clinics as deemed necessary
  7. Perform other duties as may be assigned
Qualifications
  1. Candidate must possess at least Bachelor's Degree/Post Graduate Diploma/Professional Degree in Business Studies/Administration/Management, Hospitality/Tourism/Hotel Management, Mass Communication or equivalent.
  2. At least 1-3 Year(s) of working experience in the related field is required for this position
  3. Must have outstanding customer service orientation
  4. Excellent communication skills
  5. Must be able to display tact, courtesy and initiative
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