Customer Care Executive

Overview

Take responsibility and guide and assist Customer Care Assistants (CCA) in executing assigned work. Provide general information to customers on services offered by the hospitals. Direct guests, patients, relatives and vendors to the appropriate departments or staff. Assist in customer complaints and feedback program.

Duties and Responsibilities

• Supervise all four sections in Customer Care Department (Telephone, Registration Counter, Admission Counter and Appointments and Scheduling counter).
• Oversee and assist staff to register, screen, assign and accompany patients to the appropriate consultants.
• Oversee and assist to accompany and direct patients to various departments / Nursing Station.
• Oversee and assist admission from OPD and ER / Emergency, ensure the following : the consent form is signed by the patient or guardian; the visiting hours, passes, admission kit, valuables, tariff sheets, phone activation, café, nurse stations, folders, wrist band, room familiarization, provides important phone numbers, etc. are explained; information on top up deposits are given and are collected.
• Ensure CCA perform all defined procedures accurately which include admission and appointment schedule, room allocation process, etc.
• Explain the admission and discharge process to the patients / relatives.
• Monitor bed status - for visitor enquiry and reports.
• Visit all patients admitted on a daily basis in order to obtain direct feedback from patients / relatives.
• Assist Marketing Service to consolidate and promote hospital services and facility information i.e. promotions, packages via brochures and pamphlets.
• Assist in the health screenings for corporate / non corporate customers.
• Report any incidence that occurred at the hospital to the Customer Care Manager.
• Arrange for baggage handling and other services requested by patients and relatives.
• Assist to lead or supervise a team of customer care staff.
• Perform any other related duties as assigned or directed.

Education and Requirements

Special Demands

Application and Insights

The following questions may be used during the application process :

#J-18808-Ljbffr