SENIOR FRONT DESK OFFICER - Chuyên Viên Lễ Tân Cao Cấp

- Patient Reception & Guidance: Welcome and greet patients using standard protocols (AIDET), answer inquiries, assess symptoms/needs, and guide both scheduled and walk-in patients to the appropriate clinical departments.
- Patient Registration: Register new patients using a standard 6-step process (verifying IDs/insurance cards, photographing, inputting details into the Orion HIS system, issuing Hospital Numbers (HN), and coordinating corporate registrations).
- Data Quality & Information Updates: Regularly audit registration forms, scanned documents, and database entries to ensure 100% accuracy, completeness, and compliance. Maintain and update patient profiles as needed.
- Initial Triage & Navigation: Assess patient symptoms to direct them to the correct specialty, consulting supervisors or medical secretaries for complex cases.
- Complaint Handling & Patient Experience: Actively listen to and resolve patient concerns; escalate unresolved or out-of-scope issues to management or the Patient Experience Department (PXD).
- Departmental Collaboration: Work cross-functionally with sales, liaison offices, and medical staff to maintain seamless service delivery.
- Leadership & Team Support: Assist the Front Desk Supervisor and Team Leader with onboarding, cross-training, updating training manuals, monthly scheduling, operational oversight, and daily incident logging.