Patient Care Specialist

3 weeks ago

Makati, Philippines Belo Medical Group Full time

Overview

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.

Responsibilities

Handling Patient or Customer Inquiries or Concerns:

  • Greet all patients and customers upon entry in the clinic in a friendly, courteous and professional manner.
  • Answer inquiries from patients, customers and other persons regarding clinic products and services in an efficient manner.
  • Answer telephone calls promptly and efficiently following telephone handling standards of the Company.
  • Handle inquiries over the telephone and screen or direct calls when necessary.
  • Log all inquiries in the Inquiry Sheet as part of the monitoring report by the Marketing Department.
  • Endorse scheduled patients to appropriate personnel in charge (Doctor or Aesthetician or Nurse or Physician’s Assistant).
  • Handle patient complaints and refer to the Branch Officer or Doctor accordingly.
  • Maintain high standards of customer service through handling of all customers in a courteous, friendly and helpful manner.
  • Ensure that appropriate and relevant promotional or information materials are available for the patients or customers.

Scheduling of Patients:

  • Ensure proper scheduling of patients for treatment and services in the CRM and logbook.
  • Confirm patient’s appointment the day before the schedule.
  • Reconfirm with the patient 15 minutes before the scheduled treatment or procedure to ensure patient’s availability.
  • Prepare list of doctors’ and aestheticians’ patients, procedures and contact numbers for distribution at the end of the day.
  • Check Company mobile phone on a daily basis, take note of any requests for rescheduling from patients, and update the CRM and concerned personnel accordingly.
  • Coordinate with the Doctor or Aesthetician or other personnel with regard to patient schedule.

Handling of Patient Information and Patient Charts:

  • Facilitate the filling out of the Patient Data Sheet and ensure completeness of information.
  • Prepare charts for new patients ensuring proper labeling with the patient’s name (Last Name, First Name, Middle Initial) on the folder flap.
  • Maintain proper filing of charts.
  • Pull out charts of patients as necessary and return charts after use in their proper places.
  • Prepare charts of patients scheduled the next day.

Others:

  • Maintain orderliness and cleanliness in Reception and Waiting area and other areas in the clinic.
  • Report any required repairs in the Clinic or need for additional supplies or collaterals to the Branch Officer for proper action.
  • Undertake promotional, sales and marketing activities via the phone or direct customer encounter.
  • Attend and participate in all required meetings, events or trainings.
  • Ensure compliance to company established policies and procedures.
  • Lend support or assistance as Reliever in other clinics as deemed necessary.
  • Perform other duties as may be assigned.
Qualifications
  • 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.
  • At least 1-3 Year(s) of working experience in the related field is required for this position.
  • Must have outstanding customer service orientation.
  • Excellent communication skills.
  • Must be able to display tact, courtesy and initiative.
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