Customer Service Manager
2 weeks ago
**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 up-to-date 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 two-month 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 X-ray films.
- To keep up-to-date 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 back-up 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 ad-hoc 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.
- Customer-focused with good customer-handling skills.
- Ability to interact with various cultures and all levels in a multinational environment.
- Ability to analyze / solve problems in a fast paced environment.
- Multi-tasking capabilities to accommodate a multi-unit organization.
- Ability to demonstrate a professional manner always
- Initi
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