The Patient Care Specialist primarily attends to patients and customers in the clinic and performs a variety of tasks to ensure that services are provided in an effective and efficient manner.
Job Duties And Responsibilities
Handling Patient or Customer Inquiries or Concerns:
- Greet all patients and customers upon entry in the clinic in a friendly, courteous and professional manner.
- Answer inquiries from patients, customers and other persons regarding clinic product and services in an efficient manner.
- Answer telephone calls promptly and efficiently following telephone handling standards of the Company.
- Handle inquiries over the telephone and screens or directs calls when necessary.
- Log all inquiries in the Inquiry Sheet as part of the monitoring report by the Marketing Department.
- Endorse scheduled patients to appropriate personnel in charge (Doctor or Aesthetician or Nurse or Physician's Assistant).
- Handle patient complaints and refers to the Branch Officer or Doctor accordingly.
- Maintain high standards of customer service through handling of all customers in a courteous, friendly and helpful manner.
- Ensure that appropriate and relevant promotional or information materials are available for the patients or customers.
Scheduling Of Patients
- Ensure proper scheduling of patients for treatment and services in the CRM and logbook
- Confirm patient's appointment the day before the schedule
- Reconfirm with the patient 15 minutes before the scheduled treatment or procedure to ensure patient's availability
- Prepare list of doctors and aestheticians patients, procedures and contact numbers for distribution at the end of the day
- Check Company mobile phone on a daily basis, takes note of any requests for rescheduling from patients, and updates the CRM and concerned personnel accordingly
- Coordinate with the Doctor or Aesthetician or other personnel with regard to patient schedule
Handling Of Patient Information And Patient Charts
- Facilitate the filling out of the Patient Data Sheet and ensures completeness of information
- Prepare charts for new patients ensuring proper labeling with the patient's name (Last Name, First Name, Middle Initial) on the folder flap
- Maintain proper filing of charts
- Pull out charts of patients as necessary and returns charts after use in their proper places
- Prepare charts of patients scheduled the next day
Others
- Maintain orderliness and cleanliness in Reception and Waiting area and other areas in the clinic
- Report any required repairs in the Clinic or need for additional supplies or collaterals to the Branch Officer for proper action
- Undertake promotional, sales and marketing activities via the phone or direct customer encounter
- Attend and participates in all required meetings, events or trainings
- Ensure compliance to company established policies and procedures
- Lend support or assistance as Reliever in other clinics as deemed necessary
- Perform other duties as may be assigned
- Candidate must possess at least Bachelor's Degree/Post Graduate Diploma/Professional Degree in Business Studies/Administration/Management, Hospitality/Tourism/Hotel Management, Mass Communication or equivalent.
- At least 1-3 Year(s) of working experience in the related field is required for this position
- Must have outstanding customer service orientation
- Excellent communication skills
- Must be able to display tact, courtesy and initiative
