Patient Experience Officer - Chuyên Viên Trải Nghiệm Khách Hàng

* General purpose of the position:
- Hospital navigators: strive to create positive, memorable, and enjoyable experiences for all patients.
- Maintain the highest standards of professionalism and customer service at all times.
- Responsible for delivering exceptional customer service, ensuring patient satisfaction, addressing inquiries, managing complaints, and coordinating with other departments to fulfill patient needs.
- Ensure maximum satisfaction for both outpatients and inpatients during their stay at FV Hospital.
- Visit all inpatients during their hospitalization to provide support and care.
- Address and resolve patient inquiries and complaints efficiently.
- Provide special attention to VIP patients, both outpatient (OPD) and inpatient (IPD).
* Key duties and responsibilities:
* For Outpatients:
- Warmly greet and welcome patients upon their arrival, ensuring a positive first impression with a friendly demeanor.
- Proactively engage with patients to provide information and support, addressing their inquiries and resolving any issues or complaints they may have.
* For Inpatients:
- Visit inpatients (excluding those in ICU and Day Ward), engaging in conversations with them and their families.
- Establish and nurture relationships with patients throughout their stay at the hospital.
* Special care for VIP patients:
- VIP patients at OPD: Coordinate with VIP officer to assist VIP patients at OPD as needed.
- VIP patients at IPD
- Provide attentive care for VIP inpatients throughout their stay, maintaining communication until their discharge.
- Handling patients' complaints:
- Conduct a thorough investigation of the case.
- Prepare a factual report regarding the case.
- Reach out to patients to address their complaints via phone calls, letters, or meetings.