Summary of Responsibilities:
To set an example in providing excellent customer service, greet and assist patients who visit the hospital or who phone with inquiries. Assist on handling complaints as well as providing information service to our patients.

Responsibilities:

Core duties:
? Provide excellent services in greeting customers.
? Explain services to patients
? Promote the hospital and its services
? Interact with patients with any issue, answer patient inquiries and assist patient when required with any issue,
? Answer phone calls related to the patient services issues or help with any other requests (lab test results, medication refill, billing issues, medical records, etc)
? Assist in scheduling appointments including all satellite clinics
? Maintain a thorough knowledge of hospital charges/ discounts/ packages/ facilities/ special events etc.
? Assist patients by booking airline tickets, hotel rooms and providing patient and visitors with local information they may request.
? Maintain good working relations with all departments
? Ensure that comments and complaints are properly logged and acted upon by trying to avoid any patient leaving the hospital dissatisfied. Solicit assistance from the Patient Services Manager when needed.
? Identify VIP and regular patients and develop rapport to offer personalized service
? Daily visit inpatients, rounding and assist on their needs
? Help inpatients to get any type of services desired (visa extensions, hair dresser, etc)
? Be alive to new ideas which could benefit the hospital and seek opportunities to continually improve patient service
? Attend meetings as required.
? Participate in the different initiatives going on in the hospital
? Flexibility take variety of shifts based on the department need
? Flexibility to be on call and work on weekends if necessary
? Assist patient services manager on projects and new initiatives
? Other tasks that are allotted by management.

Specific individual duties:
? Collect the Outpatients and Inpatient surveys
? Contact patients who filled the survey and follow up any dissatisfied or satisfied outcome
? Research and coordinate with Central Supply new gifts or initiatives for inpatients and outpatients
? Escort patients outside the hospital if approved by attending physician and PS manager
? Responsible to keep food supplier’s menus and others updated for our inpatients.
? Coordinate with inpatient nurses and dietician about any patient’s special food request
? Deal with complaints regarding the food services in the hospital and provide feedback to the supplier.

Back up responsibilities
? Back up executive check up escorting
? Be back person to organize magazine, brochures, news papers etc… and order new ones when needed
? Back up person for internal update of posters placement
? Take OB inpatient family pictures and ensure they are displayed on the baby board, updated regularly and delivered to the families.
? Back up for catering issues, including but not limited to quality assurance and met with JCIA criteria, monthly meetings with food supplier’s manager to discuss patients’ feedback, ideas and problems, work on improvements when necessary.

Qualifications:
? College/University or above.
? Two years working experience in hospitality, customer service, patient care or related fields.

Skills:
? Ability to handle multiple tasks at one time;
? Friendly and outgoing personality
? Open mind and proactive thinking
? Excellent oral English and written English;
? Excellent computer skills (Word/Excel/PowerPoint);
? Professional telephone etiquette;
? Good inter-personal skills
? Excellent communication skills
? Excellent problem solving skills
? Lead by example, have the ability to take direction, show initiative and be task orientated
? Be organized
? Must be a good team player

Knowledge:
? Knowledge and insight into the local and foreign community in Guangzhou
? Hospital or hotel background preferable

上班地址：琶洲路厚德街