Patient Experience OfficerBỆNH VIỆN FV
Nơi làm việc: Hồ Chí Minh
Ngành nghề: Tư vấn/ Chăm sóc khách hàng, Hành chính - Văn phòng
Thu nhập: Thoả thuận
Hình thức: Toàn thời gian
Ngày đăng: 19/12/2024
Hạn nộp: 17/01/2025
Mô tả công việc
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.
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.
Yêu cầu
Qualification: Bachelor degree
Experience:
At least 3-year experience in customer service field (service industry like international hotels or airline companies is preferable) preferably in a multi-cultural environment
Skills and knowledge:
Good communication and listening skills
Good interpersonal skills
Capable of working with a team
Ability to work under pressure
Foreign language(s):
Fluent in English (at least Level C)
Speaking French would be appreciated
Experience:
At least 3-year experience in customer service field (service industry like international hotels or airline companies is preferable) preferably in a multi-cultural environment
Skills and knowledge:
Good communication and listening skills
Good interpersonal skills
Capable of working with a team
Ability to work under pressure
Foreign language(s):
Fluent in English (at least Level C)
Speaking French would be appreciated
Quyền lợi
Bảo hiểm chăm sóc sức khỏe Bảo Việt
Chế độ chăm sóc sức khỏe và các ưu đãi của FV Hospital dành cho CBNV
Ngày nghỉ phép: 16 ngày/ năm
Lương tương xứng với năng lực
Được đào tạo về chuyên môn, nghiệp vụ từ cơ bản đến nâng cao
Chế độ chăm sóc sức khỏe và các ưu đãi của FV Hospital dành cho CBNV
Ngày nghỉ phép: 16 ngày/ năm
Lương tương xứng với năng lực
Được đào tạo về chuyên môn, nghiệp vụ từ cơ bản đến nâng cao
Thông tin khác
Địa điểm làm việc
- Hồ Chí Minh: No. 6, Nguyen Luong Bang St., Quận 7
Thời gian làm việc
Thứ 2 - Thứ 6 (từ 08:00 đến 17:00)
44h/1 tuần
- Hồ Chí Minh: No. 6, Nguyen Luong Bang St., Quận 7
Thời gian làm việc
Thứ 2 - Thứ 6 (từ 08:00 đến 17:00)
44h/1 tuần
Giới thiệu công ty
BỆNH VIỆN FV việc làm
6 Nguyễn Lương Bằng, Phường Tân Phú, Quận 7, TP Hồ Chí Minh
Quy mô: Dưới 10 nhân viên
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Vị trí Patient Experience Officer do công ty BỆNH VIỆN FV tuyển dụng tại Hồ Chí Minh, Joboko tự động tổng hợp mức lương Thoả thuận, tìm thêm việc làm về Patient Experience Officer hoặc công ty BỆNH VIỆN FV ở các link phía trên
Giới thiệu công ty
BỆNH VIỆN FV việc làm
6 Nguyễn Lương Bằng, Phường Tân Phú, Quận 7, TP Hồ Chí Minh
Quy mô: Dưới 10 nhân viên