Front Desk/Telephone Operator

* General purpose of the position: The Front Desk/Telephone Operator will be part of a team responsible for providing a professional customer focused image of FV Hospital through provision of the Reception and Switchboard services.
- Manage and prioritize all day to day operations for the reception and switchboard services
- Provide a professional first class customer focused Reception service. Dealing with a wide variety of people and queries in a helpful and courteous manner, being sympathetic to the various needs of internal and external customers
- Provide a highly organized and competent telephone operator service both internally and externally
- Maintain an up to date knowledge of the hospital activities and master knowledge of the triage's diseases to make appointment for patients on Orion HIS (Hospital Information System) and refer them to the appropriate department (on calls and on sites)
- Be responsible for processing patient's registration for new patients or update patient's personal information and ensure that the database is accurately updated.
* Operation of telephone switchboard
- Answer all incoming calls with a pleasant voice
- Transfer telephone calls to appropriate person/department
- Receive and deliver messages effectively and accurately to appropriate person/ department
- Connect phone calls for in-patients and hospital staff quickly and accurately
- Update hospital information to answer customers questions accurately
- Listen to customer's question carefully in order to handle their concern appropriately
- Make daily, weekly and monthly reports on number of handled and transferred incoming calls
* Booking appointment:
- Master the knowledge of triage's diseases of all specialties to support Medical Secretaries to make appointment for patients during working hours if possible
- Take notes and deliver messages to Medical Secretaries
Handling appointment calls via direct line or other incoming calls before or after the operation hours of OPD
- Pick up the incoming calls with your pleasant voice
- Ask for the patient's symptoms if patient do not know which clinical department to make appointment
- Request the patient to provide their Hospital Number (if former patient)
- Create the temporary Hospital Number (HN) for new patient (including: Full Name - Date of birth - Sex - Contact number - Chief complaint), if this is the 1st time of visit to FVH.
- Check the Doctor's schedule and make an appointment for patients (if available) on the Orion system.
- Confirm customers' appointments with clear information such as: Date, Time, Doctor's name, department, location, and symptoms, etc....
- Take note patient's appointment which was canceled / changed to other day( if any).
- Update general information and related medical triage knowledge to consult the patient/customer.
- Strictly follow the process of L.E.A.R.N: be Listening carefully; be Empathy; be Action; be Resolving; be Notifying.
- Report: Daily/Weekly/Monthly/Yearly.
* Handling Mail Box on Booking Appointment
- Check the patient's appointment(s) booked via website
- Forward them to appropriate departments after clearing/triaging the symptoms of patients.
- Record Email status on Administrator Tool (with Status: On Process- Completed- Cancel) and follow up them on FVH website.
- Update the status tool of an appointment when receiving information from Medical Secretary during working [protected info] when receiving information from Medical Secretary during working hours.
- Remind Medical Secretary if patient's request is not handled within 2 working days
- Report: Daily/Weekly/Monthly/Yearly.
* Patient's reception at the Front Desk
- Welcome and greet patient/customer in AIDET standards
- Identify patient correctly and ask for patient's symptom or needs
- For former patient who has already booked appointment, guide them directly to the appropriate departments
- For former walk-in patient, based on patient's chief complaint and health conditions, contact with medical secretaries of related department to arrange an appointment for patient, explain to them all necessary information (doctor's name, specialty, consultation's time...) then refer them to appropriate department
- For new patients, do the patient's registration before sending them to the right department.
- Update hospital information to answer a wide variety of patient / client questions accurately and efficiently
* Patient's registration: Register for new patient in compliance with Patient's registration policy by following Standard 6-step Registration Process:
- Welcome patients
- Identify patient correctly, ask for visit's reason and provide them with Registration Form then guide them to fill the form
- Require patient to present ID document and Insurance card (if any)
- Match the patient with the ID document presented
- Verify patient's personal information on the Registration form
- Photograph patient with webcam, register patient on Orion HIS and give a print's card with Hospital Number (HN) to patient
- Coordinate with other department (Sales Department, Liaison Office...) to create HN for cooperate patient
* Control of the patient registration's quality
- Check every Patient's Registration Form in day to make sure that all compulsory sections are filled in clearly
- Double check the information entered into the system by comparing it to the form
- Open "Document" in Module "Registration", check all the documents to see whether they are put in the correct category and scanned with all necessary sides. They are Registration form, Consent form, Insurance card and ID documents
- Check if the IDs number is inputted on Orion system
- Check "Notes" relating to missing IDs, photo or emergency contact
- Correct immediately any wrong information keyed into system
* Personal patient information update
- Update into HIS the personal patient's information as request of patient/patient's family/related department. Information required for updating could be: patient's photo, ID/Passport, address, telephone, contacting relative, email...
* Triage disease
- Identify patient's information (symptoms, visit's purpose) to assist patient to go to the appropriate clinical department (inform medical secretary before guiding patient to department)
- In case of having a difficult case, get advise from supervisor, Medical secretary at related department or doctor/manager
- To keep learning on the knowledge of triage disease
Complaints handling
- If receive a complaint, take time to listen carefully to patient complaints, help to settle misunderstandings (if any), be helpful to assist patient, in case cannot assist customer or beyond responsibility, report direct to supervisor/ manager for further support.
* Teamwork
- Coordinate with other departments to provide efficient services to patients
- Respect and cooperate with front office staff to ensure the best possible overall patient services, including sharing work, helping out, replacing absent staff, etc.