Customer Service Manager

1 week ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Chi Nhánh Công Ty TNHH Sức Khỏe Trọn Đời Tại Tp.Hồ Chí Minh Full time

Mô tả công việc:

(Mức lương:
Thỏa thuận)

  • To be responsible for the direct supervision and support of the Customer Service Representative staff in the clinic
  • To ensure that the highest standard of customer service is provided in full accordance with both the company and clinic standard operating policies and procedures (POP's).
  • To have a comprehensive working knowledge and understanding of the POP's relating to the position of Customer Service Representative
  • To have a comprehensive knowledge of the various types of Insurance agreements used in the clinic.
  • To liaise with the sales and marketing team
  • To assist the sales and marketing team in promoting our health services to the community
  • To ensure a smooth flow of work within the clinic by maintaining effective and harmonious relationships with other departments and the staff therein.
  • To follow the company guidelines regarding Customer Service Representative staff's continuing professional development and training with assistance from the Customer Relations Executive (CRE).
  • To provide a high standard of customer & telephone service and to set a good example to other staff members.
  • To assist the client by keeping them informed throughout their time in the clinic and maintaining their comfort e.g. offering tea & coffee, greeting the client on entry to the clinic.
  • To work with the all members of the health care provider team to establish, promote and maintain effective customer service.
  • To maintain uptodate knowledge of the electronic Clinic Management System (RCMS) and the patient invoicing process.
  • To ensure that the CSR staff are fully compliant with the patient invoicing process
  • To assist with incidents and accident review and reporting as per the relevant POP.
  • To conduct monthly audits on documentation and medical records and, with guidance from the CRE, take action to improve the quality of customer service.
  • To ensure strict client confidentiality at all times as per SOPP
  • To report on the clinic CQI program at the monthly senior staff meeting.
  • To ensure new staff members undergoes a program of orientation and training regarding the company, the clinic, and the Customer Service Representative area.
  • To work with clinic manager in the evaluation of performance at the end of the twomonth probationary period.
  • To evaluate and implement any new procedures and to ensure the training of reception staff in new procedures.
  • To have overall responsibility for the cleanliness and aesthetics of the reception are including the Japanese desk.
  • To ensure efficient administration and storage of medical files including Xray films.
  • To keep uptodate lists of credit agreements, Insurance procedures, privileged access members etc.
  • To ensure the efficient administration of the cashless medical service and direct billing claims to insurance companies
  • To assist the accounting department regarding matters concerning lost receipts, receipts for insurance purposes, refunds, daily deposits of cash, credit card receipts, checks, and credit problems and accounts receivables.
  • Maintain the clinic computer system backup report is made at the start and the end of working day as per ICT POP
  • To maintain strict confidentiality of all clients and Raffles Medical business.
  • To inform the CM whenever there is an issue, incident or accident involving a client or member of staff.
  • To report any ICT problems immediately to the ICT Department and to keep accurate records of these occurrences and action taken.
  • To ensure that any accounts receivable (AR) are followed up daily and the activity recorded as per SOPP.
  • To assist in the administration of all insurance claims (OTAI and main desk)
  • Insurance claims, as per POP.
  • To provide assistance to the Clinic Manager & CMO regarding adhoc projects related to the reception function.
  • To have a working knowledge and understanding of the Infection Control and Hazardous Exposure POP's.
  • To be a team player and carry out other duties as requested by the Clinic Manager/ CMO

Chức vụ:
Trưởng Nhóm/Trưởng Phòng

Hình thức làm việc:
Toàn thời gian

Quyền lợi được hưởng:

Attractive salary and bonus

Professional, dynamic working environment

Yêu cầu bằng cấp (tối thiểu): Đại Học

Yêu cầu công việc:

  • Strong understanding of the client service process with at least five years at manager level
  • Diploma or bachelor's degree. Post graduate qualifications an advantage but not essential
  • Proficient in English.
  • Attention to detail and a problem solving approach.
  • Customerfocused with good customerhandling skills.
  • Ability to interact with various cultures and all levels in a multinational environment.
  • Ability to analyze / solve problems in a fast paced environment.
  • Multitasking capabilities to accommodate a multiunit organization.
  • Ability to demonstrate a professional manner always
  • Initi

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