JOB SUMMARY

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 QUALIFICATIONS

• 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 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
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• 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