Customer Service Manager

In charge of managing, training and developing CED team in the following areas:

1. Lobby area:

+ Manage a team of receptionists, operators and translators to receive online registration information and answer customer inquiries;

+ Receiving customers who come directly for medical examination and treatment and consulting translation services for customers who cannot communicate in English and Vietnamese;

+ Welcoming VIP guests;

2. Outpatient and emergency area:

+ Consulting on Hospital services: opening records, cost consulting, guide the process and order, issuing invoices, bill collection, completing procedures for admission, discharge, concierge service;

3. Inpatient area:

+ Consulting on Hospital services: opening records, process guidance, cost consulting, completing procedures for admission, discharge, issuing invoices, bill collection, concierge service;

4. Health Checkup area:

+ Opening medical examination records, receive and carry out examination procedures, guide the process and order; carry out procedures to transfer to outpatient examination (if any);

Monitor and evaluate customer service quality and customer satisfaction:

Conduct and organize surveys as the request of the hospital and the Ministry of Health; issue survey, analysis and evaluation reports at the request of the BODs and the Ministry of Health;

Implement and monitor so that all tasks, programs and services related to patient experience/ customer service meet the content and standards set out in accordance with JCI requirements, 83 criteria inspection and requirements demand of BODs;

Developing processes for departments and individuals in charge in accordance with the strategy and common goals;

Developing KPIs for departments and individuals in charge in accordance with the strategy and common goals;

Planning short-term and long-term activities to improve the quality of customer survice/ patient experience;

Building a system of reports, forms, tools and implementation instructions so that customer service indicators are displayed clearly, realistically and accurately reflect service quality;

Providing and implement solutions to improve customer service quality indicators;

Proposing the structure and principles of staffing for the CED. Build and update job descriptions of relevant sub-departments and individuals;

Develop and ensure effective use of department budget;

Proposing the technology of customer service activities to bring the best experience for patients and optimize resources for AIH;

Participating in projects to build new service packages/new products.

- Tăng lương hàng năm

- Bảo hiểm sức khỏe

- 16 ngày phép / năm

Thành thạo tiếng Anh – Fluently English.

Kỹ năng giao tiếp và dịch vụ khách hàng hoàn hảo – Excellent communication and customer service skill.

Kỹ năng tư vấn hiệu quả, huấn luyện và đào tạo nhân viên – Effective counseling, coaching and training skill.

Mạnh về kỹ năng lãnh đạo, giải quyết vấn đề và ra quyết định - Strong leadership, problem solving and decision making ability.

Kỹ năng lập ngân sách, lên kế hoạch và khả năng tổ chức tốt – Good budgeting, planning and organizational skill.

Khả năng giao quyền và phân tích thông tin – Ability to delegate and in analyzing information.

Có ít nhất 3 năm kinh nghiệm vị trí tương đương - At least 3 years of experience Management level.

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