Patient Experience Officer - Chuyên Viên Trải Nghiệm Khách Hàng

* General purpose of the position:
- Assist the Patient Experience Manager in ensuring maximum satisfaction for patients and visitors during their stay at FV Hospital, either as outpatient or inpatient.
- Visit all inpatients during their hospitalization.
- Handle inpatients' enquiries and complaints.
- Particularly take care of VIP patients at IPD.
* Key duties and responsibilities:
1/ General
- Understand and have a good knowledge of all FVH Policies & Procedures, particularly those related to non-medical services.
- Understand the organization and the medical processes of the hospital in order to be able to explain them to patients.
- Be understanding, compassionate, respectful, extremely polite and ready to help patients at all times.
- Approach patients with gentle attitude and manner in order to encourage them to talk and share their comments/opinions/enquiries about hospital services.
- Develop good relationships with doctors, head nurses, team leaders, and nursing staff.
- Work closely with all staff, managers and directors in charge of non-medical services.
- Maintain a high standard of personal appearance and hygiene at all times.
2/ Relation with Patients
- Focus will be given to inpatients.
- Have a basic understanding of the medical reasons for each patient' hospitalization.
- Visit all inpatients, speak to them and their family, give out a business card and be .available when required by them including when they undertake investigations
- Ask questions about the quality of the service rendered so far (medical and nursing services, hotel services: food, quality of the room, waiting time, etc.) and if patient or his family would like something specific.
- Build and maintain relationships with patients while they are staying at FVH.
- Well taking care of VIP inpatients during hospitalization and liaise with them until their discharge.
- Proactively provide information related to FVH services and also upon patients' request.
- Handle patient enquiries in a courteous and efficient manner.
- Report patient complaints or problems to Patient Experience Manager and to the relevant managers (Head Nurse, Doctors, Medical Director, Support Services Director, etc), always try to find an immediate solution and then ensure follow-up with patients.
- Making sure that each complainant receives either an acknowledgement of his/her complaint or a personalized answer.
- Complaint database is kept up to date.
3/ FVH Customer Services
- Have a thorough understanding and knowledge of all room-related services, of the various non-medical products and of the hospitalization alternatives.
- Coordinate and control with the Ward Manager and all relevant managers all aspects of hotel services (including F&B, housekeeping, telephone and internet services, cable TV, etc) in order to maintain FVH quality standard of services.
- Participates to the analysis of patients' complaints, their follow-up.
- Undertake any other customer services related task as may be required by Patient Experience Manager.