A. General purpose of the position:
- Support the Guest Relations Manager in all issues related to the operation of Guest Relation activity and Customer service department
- Ensure the smooth running of day-to-day operation of Guest Relation section
- Be responsible for resolving patient’s enquiries and complaints and issues in a timely and professional manner.
- Participate to the analysis of patients' complaints and their follow-up
- Training about Customer Service skill and standard for Guest Relations Department
B. Key duties and responsibilities::
- Customer Service office
- Receive Patient who come to Customer office and solve patient' requirement
- Systemize all inquiries received at CS office : establish specific report about patient requirement (weekly, monthly, yearly).
- Supervise all activities of Guest Relations in IPD
- Patient is visited by GRO during hospitalization
- GRO visits inpatient on their first day of hospitalization with the purpose as below:
a) To check if patient/ patient's family know how to use the room facility.
b) To present her business card to offer further assistance during hospitalization.
- GRO visits inpatient on their day before one day of discharge to check their stay as below:
a) To check if they satisfied with the services provided (medical, nursing services and hotel services such as the quality of food, room.
b) To check if they have any question about the bill.
c) To thanks for their trust to choose FVH.
d) To ask patient to give testimonial and take photo with patient according to degree of their satisfaction
e) To show appreciate if they have time to do the Online survey by Ipad.
f) Prepare the IPD activity report
g) To give Gift to patient ( if any)
- Well taking care of VIP during hospitalization: .
a) Make VIP welcome card
b) To present her business card to contact if they need any requirement during their stay.
c) To check if their family want us to arrange something specific
d) To visit them on the day before discharge to make sure the service rendered met their satisfaction.
e) To see off upon discharge.
f) Received Patient and family feedback
- Complaint Management
- Improve the system of received complaint by working closely with OPD manager, Headnurse, Front office Manager so that staff have a habit of entering all complaints by this system
- Corporate with Adminitrator at FV Saingon Clinic to solve any complaint or requirement of patient
- Prepare the Complaint Management report ( Weekly, monthly, quaterly, biannual, yearly)
- Update the Complaint Management Procedure
- Develop staff to handle patient comment/complaint
- Customer service Activity
- Participating in training about customer service to related departments
- Assisting and supporting to Guest Relations Department for improving, maintaining high quality service standard
- To undertake any other customer services related task as required by the Guest Relations Manager
