DUTIES AND RESPONSIBILITIES :
1· Be able to use Jiahui EMR system
2· Greet every patients
3· Update patient’s information in system
4· Record details of payment issue, appointment changes or special notes
5· Billing and cashiering correctly
6· Prepare insurance claim documents for direct billing
7· Service extra mile to exceed customers’ expectations
8· always asking “is there anything I can do for you” or “is there anything else you need” until the patient is fully satisfied
9· Handle external and internal calls properly
10· Identify, handle and resolve customer enquiries using all modes of communications, such as face to face, calls, SMS, WeChat, email and fax
11· Educate customers on services available.
12· Upsell and cross sell Jiahui health service products through face to face service or through phone calls
13· Update physician’s roster and schedule patient’s appointment
14· Prepare and maintain files
15· Ensure customer waiting area is tidy and clean
16· Ensure PA counter tidy and clean
17· Identify areas for improvement and participate in improvement initiatives which respond to patient care needs.
18· Ensure teamwork and participate in all activities related to the smooth running of the service counter being assigned to
19· Perform other duties as requested by Supervisor or Manager.
EXPERIENCES, SKILLS AND ABILITIES ：
1· Strong customer service skills
2· Good problem-solving and team work ability
3· Ability to handle computer-related tasks
4· Strong communication and coordinating skill
5· Proactive to solve customers’ problems and build professional relationships
6· Proficient English skill (ability to talk with and write emails to patients/colleagues)
7· Being able to multitasking effectively
8· Excellent time management skills
9· Basic critical thinking and problem solving skill
10· Previous call center /on line service related working experience is a plus
LANGUAGE PROFICIENCY:
1·Reading/writing records/notes and documents in Chinese and English
2·fluent oral communication with customers and other staff in Chinese and English
3·Additional languages like Japanese/Korean/any other languages are desirable
EDUCATION:
1· Diploma degree in nursing or above
2· Diploma in hospitality or above
3· Bachelor in XX language or above
4· Bachelor in service related field
Preferred:
1.Nursing
2.Health related or service related certificate
职责：
1·能够使用嘉辉电子病历系统
2·问候每一位患者
3·更新系统中的患者信息
4·记录付款问题、任命变更或特别说明的详细信息
5·正确计费和出纳
6·准备直接计费的保险索赔文件
7·服务超出客户期望
8·总是问“我能为你做什么吗”或“你还需要什么吗”，直到病人完全满意
9·正确处理外部和内部呼叫
10·使用所有通信模式，如面对面、电话、短信、微信、电子邮件和传真，识别、处理和解决客户查询
11·向客户介绍可用的服务。
12·通过面对面服务或电话向上销售和交叉销售嘉惠健康服务产品
13·更新医生名册并安排患者预约
14·准备和维护文件
15·确保客户等候区整洁干净
16·确保PA柜台整洁干净
17·确定需要改进的领域，并参与应对患者护理需求的改进计划。
18·确保团队合作，并参与与服务柜台顺利运行相关的所有活动
19·履行主管或经理要求的其他职责。
经验、技能和能力：
1·强大的客户服务技能
2·具有良好的解决问题和团队合作能力
3·处理计算机相关任务的能力
4·较强的沟通和协调能力
5·积极主动地解决客户的问题并建立专业关系
6·熟练的英语技能（能够与患者/同事交谈并给他们写电子邮件）
7·能够有效地进行多任务处理
8·出色的时间管理技能
9·基本的批判性思维和解决问题的技能
10·有呼叫中心/在线服务相关工作经验者优先
语言能力：
1·阅读/书写中英文记录/笔记和文件
2·与客户及其他员工进行流利的中英文口语交流
3·需要其他语言，如日语/韩语/任何其他语言
教育：
1·护理专业大专以上学历
2·酒店或以上学历
3·XX语言学士或以上学历
4·服务相关领域学士
加分项：
1.护理
2.健康相关或服务相关证书