Company Overview: We are Family Medical Practice - the largest and oldest foreign, privately-owned, international health care provider in Vietnam. With 6 clinics in major cities within Vietnam, FMP delivers personalized support, customer service, and comprehensive medical care for the best value to our foreign and local populations. Our multinational team of physicians comes from the US, Canada, Israel, France, Belgium, Italy, Switzerland, the UK, Japan, Philippines, Australia, Vietnam and Argentina. We are a growing and thriving company. More clinics and a hospital are being planned and will be operational within the next 6 - 24 month time frame.
Responsibilities: 1. Reception duties: - Greet patients upon arrival, sign them in, and obtain insurance information & any other necessary data.
- Outreach the patient, make sure every patient is treated; monitor & ensure an efficient flow of patient in/out including consultation, nurse triage, imaging, lab test, pharmacy and cashier.
- Be the front line of customer service; take initiative to resolve problems of unsatisfied patients in order to enhance the patient experience satisfaction.
- Answer multiple-line phones, emails, book/reschedule/cancel appointments, response to patients' questions and provide accurate information when requested.
- Inform patients' on-time on any changes of schedule.
- Advise patients of consultation fees, after hour's charges, Public Holiday charges & specialist services & charges.
- Liaise with doctors, nursing staff, and claims department.
- Translate/ Interpret for doctors and patients when needed.
- Process payment and issue/correct/modify/cancel invoices.
- Explain practice arrangements and requirements for new and existing patients; give new patients the "new patient package".
- Manage requests for home / hotel visits as part of emergency call service, including all relevant information. Deal efficiently in timely manner with emergency situations.
- Maintain a supply of relevant stationery at operation need & keep reception areas clean and tidy.
2. Appointment: - Use booking online, traditional booking in order to ensure effective use of doctor and patient time.
- Maintain working knowledge of the appointment system i.e. times of office & after office hours, duration of appointments, knowledge of computer system, doctors' working hours, procedures for booking routine and urgent appointments.
- All patient data needed is obtained prior to render the service.
- Patients are provided advance information pertinent to visit (i.e., co-pays due, bringing insurance cards, arriving early for registration/check-in, etc.)
3. Operation of telephone system: - Receive and make calls as required. Divert calls and take messages as appropriate, recording information for Doctors to action (home visits, phone calls etc).
- Ensure phones are accurately transferred to the direct department for further queries.
4. Information Security: - Ensure that all patient interactions are dealt with confidentially and any confidential paperwork is dealt with in accordance with practice protocol.
5. Patient Liaison: - Provide non clinical patient care, dealing with requests for information, test results, requests to speak to clinical staff, ensuring confidentiality and privacy for patients.
- Ensure patients have access to any relevant leaflets & support services in relating to their hospitalization.
Qualifications:
Job Requirements: - Holder of a diploma or equivalent degree.
- Customer relation/interaction background would be an advantage.
- At least three years' experience in customer relation/interaction, preferably at Foreign Service companies or in the healthcare/service industry.
- Background as a nurse will be plus.
Key Capabilities & Skills: - Vietnamese candidates.
- Excellent communication and interpersonal skills.
- Good problem solving skills and ability to handle conflicts.
- Ability to work well under pressure.
- Commitment to excel, striving to exceed standards and achieve best results.
- Fluency in English is a must.
- Caring and empathy.
- Positive attitude, able to be multi-tasked.
- Well-groomed, pleasant outlook is a plus.
Benefits: - Attractive remuneration package
- Annual health check, memorable summer outing
- Medical examination and treatment for employee and employee's immediate family members
- 44hrs working per week
- 14 Annual leave per year
- Career development opportunities
Contact: Please send the CV to emails:
Website: [protected info]
