Job Summary: This role is responsible for ensuring efficient and seamless administration and support in the delivery of medical and clinical services within the hospital. The Customer Service Manager will coordinate all customer-facing roles - including reception, billing, patient support, medical secretaries, and scheduling - working in close collaboration with clinical and support departments.
Key Responsibilities:
- Oversee daily operations and team performance across customer-facing roles, including receptionists, coordinators, cashiers, patient navigators, direct billing agents, and specialized assistants.
- Address and resolve customer care issues promptly and effectively.
- Plan and conduct training sessions to ensure staff deliver exceptional service.
- Mentor and evaluate staff to maintain and improve service quality, adhering to hospital service standards.
- Ensure staff compliance with hospital protocols, including attendance, uniform standards, hygiene, and workplace policies.
- Monitor all patient scheduling activities to ensure efficiency in inpatient and outpatient flows, optimizing capacity and enhancing patient experience.
- Work closely with the Customer Administration Manager to align staff schedules with daily inpatient/outpatient needs.
- Maintain workplace standards and ensure a well-organized, clean, and professional environment at all workstations.
- Guide staff in managing procedures for patient consultations, admissions, consent forms, and medical records as per hospital guidelines.
- Oversee adherence to privacy standards in the exchange of patient information, ensuring compliance with regulations.
- Ensure prompt reporting and handling of incidents and patient feedback as part of the hospital’s quality and risk management.
- Proactively identify and recommend areas for process improvement.
Qualifications:
- Proficient in English and Vietnamese, both spoken and written.
- Strong telephone communication skills.
- Excellent organizational and supervisory abilities.
- Proficiency in office software.
- Skilled in handling conflicts and dispute resolution.
- Ability to work both independently and collaboratively in a team setting.
Compensation package: Negotiable
How to apply: Please send your CV to the consultant in charge:
Ms. Tran Phuong Thao, Associate Consultant, EV Search
Phone/Zalo: +84 963 797 391
E-mail: thao.tran@ev-search.com
Address: 7F, CDC Building, 25 Le Dai Hanh Street, Hai Ba Trung District, Hanoi
