Trưởng Phòng Chăm Sóc Khách Hàng - Customer Services Manager

1. Works
1.1. Write the procedures of the Customer Services department.
1.2. Write procedures related to the client's examination flow.
1.3. Building a Q&A kit for the Customer Services department.
1.4. Closely supervise the daily work of the Customer Services department.
1.5. Assign work schedules to staff in the department to ensure sufficient human resources according to the actual operation of the Clinic.
1.6. Ensure sufficient human resources to translate English and Korean.
1.7. Coordinate with the nursing department to prepare records of group and individual examination.
1.8. Control the confidentiality of customer information of the Customer Services department.
1.9. Immediately solve the complaints of customers, the cases beyond the authority must be reported immediately to the General Director or COO.
1.10. Listen again to the calls of the call center to constantly improve the quality of the call center service.
1.11. Develop indicators to evaluate service quality of the Clinic, propose projects to improve service quality.
1.12. Supervise the maintenance of working equipment of the Customer Services department.
1.13. Organize competency test and evaluate KPIs of Customer Service department staff every year.
2. Training, meeting, briefing
Participating in training for staff of Customer Services department.
- Attend training sessions, meetings, and briefings.
3. Coordinate with other departments
Coordinate with Accounting department to monitor payments of insurance companies.
- Supervising the coordination with doctors and nurses to return results to customers on time, with the right people, with the right and enough records.
- Coordinating with medical departments when handling complaints and questions of patients."