A. General purpose of the position:
To interact with customers to provide general information in response to inquiries, concerns and requests about FVH services, and proactively escort them to the clinical department as they expect. To anticipate customer needs to and initiate action to meet their expectation during visit.
B. Key duties and responsibilities:
Main duties
– Maintain hygiene & grooming, right gesture & ready posture to assist Doorman in welcoming all customers, patients at main lobby.
– Identifies patient / visitor needs accurately to direct them to the correct departments efficiently and professionally
– To coordinate with medical secretary, admission officer to escort patients to required counters/ services and related wards during the process of admitting patient
– Wheelchairs management:
§ To ensure wheelchairs are ready to serve patients
§ Wheelchairs must be maintenanced by maintenance department and washed monthly by Pan Pacific, to ensure they are in good condition when serving patients
– To check and to replace water dispensers which are set up at waiting areas in both OPD & IPD and to ensure there is always enough drinking water to serve customer.
– To coordinate with Front desk receptionist to order brochures & display them at OPD & IPD
– To regularly check brochure racks ensure they are neat & tidy
– To receive specimens in lab and send them to hospitals in town for examination when messenger taking day off
– To coordinate with medical secretary to assist patient satisfactorily with Check-up program
– Support Front Desk/ Receptionists in registering new patients
– To support medical secretary to get results at Imaging department
– To proactively pay attention to assist old, disabled patients & those who seem look for help.
– To perform any other work or assignment as required by Front Office Manager
Appearance & Grooming
– Body cleanliness
– Clean shaven
– Hair: Short, neat & shampooed often
– Teeth: Brushes daily & after every meal
– Hand: Wash often as hygiene standard of hospital
– Uniform: Wear clean, winkle-free clothes. Always wear uniform in working time with nametag.
– Shoes: Clean, comfortable
Customer services
– Keep smile and be friendly
– Be able to anticipate patient and visitor’s needs
– Treat all patients and visitors as valued customers, making them feel comfortable and welcomed
– Answer patients questions thoroughly to the best of ability,
– Refer difficult questions to the correct party ( i.e . not making up an answer ) and follows up to ensure question is answered
– Project good self-presentation: a pleasant, tactful, diplomatic, and professional manner, a clear voice, a helpful attitude, a calm and polite nature
– Use appropriate body language to make patients feel welcome and cared for
Complaints handling :
– If patient/ customer request to see manager or director. Invite patient to sit on the customer service office, then inform customer service staff to receive patient/ customer
– if complaint happened out of working hour, Takes time to listen carefully to patient complaints, help to settle misunderstandings (if any), be helpful to assist patient, note all information then send to Customer service office to follow up.
Teamwork
– Coordinate with front office staff, medical secretaries, and porters to provide well-organized and 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.