A. General purpose of the position:Mục đích chung của vị trí này
- Operate switchboard to relay incoming, outgoing, and interoffice calls
- Control-board operator; pbx operator; private-branch-exchange operator; switchboard operator; telephone-switchboard operate
- Record the doctors’ appointment from patients
- Will perform any other work related task or assignment as required by Service Head
B. Key duties and responsibilities/ Nhiệm vụ và trách nhiệm chính:
Operation of telephone switchboard
- Answer all incoming calls with your smiling voice, soft sound , and welcoming tone clearly.
- Push switches keys on cordless switchboard to make connections and relay calls
- Transfer call precisely and quickly to right person / department
- Receive and deliver messages effectively and accurately to concerned person / department
- Connect phone calls for in-patients and hospital staff quickly and accurately
- Update hospital information in order to answer patient / client questions accurately
- May perform clerical duties, such as typing, proofreading, and sorting mail
- Transfer telephone calls to appropriate person or appropriate departments
- LISTEN to customers ' s question carefully in order to handle their concern appropriately
- To hanlde customer’s require professionally
Appointment booking:
- Answer general information concern to health care, if possible
- Take all messages to leave Medical Secretaries as: "HN-Caller's name-Caller's telephone Number- Content of message."
- Support our best ability to MS in order to arrange the schedule time booking with Doctor for customers if possible
Handling appointment calls via direct line or other incoming calls when working before or after the operation hours of OPD
Key step to follow:
- Pick up the incoming calls with your smiling voice, soft sound , and welcoming tone clearly.
- Ask for the patient’s symptoms if patient did not know which clinical department to make appointment
- Request the patient to provide their HN(if old patient)
- Create the temporary HN for new patient (including: Full Name - Date of birth – Sex - Contact number – Symptoms), if the 1st time of visit to FVH.
- Check the Doctor ‘s schedule and make an appointment for patients (if available), then saving this one on the Orion system.
- Confirm customers’ appointments with clear information such as: Date, Time, Doctor‘s name, department, location, and symtoms, etc….
- Take note patient’s appointment which was canceled / changed other day( if any).
- Update general information and related medical triage to consult the appropriate patient/customer (if available).
- Strictly follow the process of L.E.A.R.N: be Listening carefully; be Empathy; be Action; be Resolving; be Notifying.
- Report: Daily/Weeky/Monthly/Yearly.
Handling mail about booking Appointment
- Check the appointment(s) booked via website
- To book appointment if possible, if impossible, forward them to appropriate departments after clearing/triaging the symptoms of patients.
- Record Email status on Administrator Tool (with Status: On Process- Completed- Cancel) and follow up them on FVH website.
- Update the status tool of an appointment when receiving information from Medical Secretary during working hours.
- Remind Medical Secretary if require
- Report: Daily/Weekly/Monthly/Yearly.
Complaints handling :
- if receive a complaint, takes time to listen carefully to patient complaints, help to settle misunderstandings (if any), be helpful to assist patient, incase can’t not assist customer or beyond responsibility, report direct to supervisor/ manager / GRM for immediate support.
Teamwork
- Coordinate with other departments to provide efficient services to patients
- Respect and cooperate with front office staff to ensure the best possible overall patient services, including sharing work, helping out, replacing absent staff, etc.
