Referral Center:
? Perform agent functions of Referral Center handle incoming calls with professional telephone etiquettes; follow scripts when required and applicable.
? Answer basic inquiries based on knowledge base information and in line with hospital policies.
? Update service scope, detail physician background and other knowledge data base
? Provide centralized service function for insurance company, international companies and schools or other referral organization, key person that familiar with referral procedure and reachable during off-duty time and weekends
? Collect appointment change, consent form, referral letter, medical report etc and send to related department, trace the details and give referral organization feedback
? Support in problem resolving and take lead in resolving difficult cases/situations
? Coordinate communications with clinics and related departments to ensure quality service or support provided to patients, e.g., Inpatient, Admission etc.
? Report new situations or challenges to managers, and help to do case study or data analysis to support further improvement decision

Sales Support & Lead Generation:
? Consequent follow-up on sales opportunities provided through lead generation campaigns (online and offline), hospital walk-ins, telephone enquiries, and so on.
? Ensures all sales opportunities are recorded in the CRM system and allocated to a sales executive for follow-up.
? Provide administrative support to the sales team including generating weekly statistics and following up on internal B2B & B2D sales invoicing.

General
? Provide management with monthly, quarterly and annual performance against pre-agreed Key Performance Indicators.
? Other duties and special projects as directed by management.

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