该职位来源于猎聘 Customer Relationship Manager is the key person to accompany the whole treatment journey of clinic respective service line patients and their family.

This person need to work closely with physician and nursing to prepare and coordinate all treatment activities and also to provide warm and quality service to patients/customers, especially those VIP customers.

Customer Relationship Manager work to provide holistic care to patients for their families/friends; achieving patient centered service by proactively getting to know them and assessing their needs, be the good listener and bridge between patients and their physicians and Jiahui operation system; Coordinating care starting from first contact through all the treatment progress and post treatment follow up care. The overall goal for CustomerRelationship Manager is to build relationship with patient and their family, coordinate of services to ensure patients receive convenient service and enjoy excellent experience; Hence to improve the trust to Jiahui Health and promote Jiahui brand. （欢迎护理临床背景想转到客户服务方向的朋友） DUTIES AND RESPONSIBILITIES:

• Be single point of contact，get to know and keep track of patient profile and their family profile;
• Manage all aspects of new and existing patient queries and needs;
• Coordination of patient care,starting from first contact through all the treatment progress and post treatment follow up care;
  
  

Coordinate service needs to be provided including but not limited to arrange resources, set schedule, transportation and escort;

• Master the work process related to service line that Customer Relationship Manager is designated to;
• Facilitate new patients visit by communicating sufficiently with patient and medical team in advance, for complicated service, to pre-arrange every contact points of patient journey,make sure the flow is smooth, and accompany customers throughout the whole visit;
• Master service prices/promotions and be able to convey patients on service provided or procedure quotations within the service line;
• Coordinate financial clearance for treatment package/procedure/surgery (including GOP status if any);
• Arrange with patients ‘ follow up treatment/regular checkups/ long term treatment;
• Pair up with physicians to provide better and convenient service to patients, Be the secretary on physician calendar maintenance including exceptional patient scheduling and sending investigation report to patients based on physician’s instruction;
• Coordinate every patient’s journey smoothly , Escort patients to every point of contact with clinical team if needed;
• Be primary coordinator for patient education on pre-procedure education, post-procedure follow up;
• Maintain good relationship with patients , keep in touch with patients on regular basis , keep communication log/ records and reminders with logging events/ task list , progress , compliance to treatment, able to service client using HCRM;
• Support service line on marketing by cooperating with marketing activity and recruiting patients to post good comment on public social platforms;
• Be the bridge between patients and their physicians and Jiahui operation system and infra structures;
• Motivate patients and their loved ones to introduce/refer more patients to Jiahui health;
• Identify and develop relationships with personnel within servicing departments and other departments involved in the care of patients;
• Improve patient trust to Jiahui Health and promote Jiahui brand by building good relationships with patients;
• Adheres to professional standards, policies and procedures, quality/safety standards; updates job knowledge by continuous learning; exploring opportunities to provide value added services to patients
• Demonstrate professional standards and Code of Ethics;
• Master Jiahui services and be able to introduce and offer the correct services to patients and their families;
• Explore patients’ needs, be familiar with medical services and identify new sales/business development opportunities to achieve monthly sales target.
• Demonstrate initiative and leadership in developing services scope or work flow which respond to patient care needs and improve all parties’ satisfaction;
• If assigned with specific nationality, job scope covers all issues related to the particular nationality patients, including but not limited to appointment booking, inquires, translation, billing, insurance and statistics tracking and analysis etc.
• Responsible for customer satisfaction and customer complaints; EXPERIENCES, SKILLS AND COMPETENCIES:
• Nursing/medical background preferred
• Proven experience in customer service is a must 3.Possess fast learning ability and positive attitude is a must
• Practical knowledge of procedures and treatments specific to minimum one service line/specialty
• Strong verbal and written communication with all stakeholders
• Excellent organizational skills;
• Computer literacy to maintain and manage case records
• Fast learner and strong assessment /analytical skills
• Being able to multitasking effectively and efficiently
• Excellent time management skills
• Critical thinking and strong Problem solving skills LANGUAGE PROFICIENCY:
• Reading/writing medical records and documents in Chinese
• Communication with patients and other staffs in Chinese
• English proficiency is not must but a plus
• Additional languages like Japanese/Korean are desirable WORKING CONDITIONS/SCHEDULE:
• Clinic environment
• Regular working hours with flexibility as required by service line