Customer Service Manager

· To be responsible for the direct supervision and support of the Customer Service Representative staff in the clinic
· To ensure that the highest standard of customer service is provided in full accordance with both the company and clinic standard operating policies and procedures (POP's).
· To have a comprehensive working knowledge and understanding of the POP's relating to the position of Customer Service Representative
· To have a comprehensive knowledge of the various types of Insurance agreements used in the clinic.
· To liaise with the sales and marketing team
· To assist the sales and marketing team in promoting our health services to the community
· To ensure a smooth flow of work within the clinic by maintaining effective and harmonious relationships with other departments and the staff therein.
· To follow the company guidelines regarding Customer Service Representative staff's continuing professional development and training with assistance from the Customer Relations Executive (CRE).
· To provide a high standard of customer & telephone service and to set a good example to other staff members.
· To assist the client by keeping them informed throughout their time in the clinic and maintaining their comfort e.g. offering tea & coffee, greeting the client on entry to the clinic.
· To work with the all members of the health care provider team to establish, promote and maintain effective customer service.
· To maintain up-to-date knowledge of the electronic Clinic Management System (RCMS) and the patient invoicing process.
· To ensure that the CSR staff are fully compliant with the patient invoicing process
· To assist with incidents and accident review and reporting as per the relevant POP.
· To conduct monthly audits on documentation and medical records and, with guidance from the CRE, take action to improve the quality of customer service.
· To ensure strict client confidentiality at all times as per SOPP
· To report on the clinic CQI program at the monthly senior staff meeting.
· To ensure new staff members undergoes a program of orientation and training regarding the company, the clinic, and the Customer Service Representative area.
· To work with clinic manager in the evaluation of performance at the end of the two-month probationary period.
· To evaluate and implement any new procedures and to ensure the training of reception staff in new procedures.
· To have overall responsibility for the cleanliness and aesthetics of the reception are including the Japanese desk.
· To ensure efficient administration and storage of medical files including X-ray films.
· To keep up-to-date lists of credit agreements, Insurance procedures, privileged access members etc.
· To ensure the efficient administration of the cashless medical service and direct billing claims to insurance companies
· To assist the accounting department regarding matters concerning lost receipts, receipts for insurance purposes, refunds, daily deposits of cash, credit card receipts, checks, and credit problems and accounts receivables.
· Maintain the clinic computer system back-up report is made at the start and the end of working day as per ICT POP
· To maintain strict confidentiality of all clients and Raffles Medical business.
· To inform the CM whenever there is an issue, incident or accident involving a client or member of staff.
·To report any ICT problems immediately to the ICT Department and to keep accurate records of these occurrences and action taken.
· To be compliant with all Standard Operating Policies and Procedures (SOPP) as they apply to the CSR role and job description.
· To ensure that any accounts receivable (AR) are followed up daily and the activity recorded as per SOPP.
· To assist in the administration of all insurance claims (OTAI and main desk)- Insurance claims, as per POP.
· To provide assistance to the Clinic Manager & CMO regarding ad-hoc projects related to the reception function.
· To have a working knowledge and understanding of the Infection Control and Hazardous Exposure POP's.
· To be a team player and carry out other duties as requested by the Clinic Manager/ CMO