Patient Care Specialist

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HMO

Employee Discount, Training Subsidy

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:

• 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 product 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 screens or directs 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 refers 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, takes note of any requests for rescheduling from patients, and updates 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 ensures 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 returns 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.

• 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.
• Must be able to display tact, courtesy and initiative.

Customer Service, English Language, Team Player, Strong Work Ethic

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