About this role
Job Description:
Patient Engagement & Support:
• Serve as the primary point of contact for international patients and their families, providing assistance with all aspects of their healthcare journey. • Greet and welcome patients upon arrival, offering orientation and guidance through hospital services and facilities. • Coordinate with medical staff to ensure that patients receive timely and appropriate care. • Facilitate communication between patients, their families, and healthcare providers, including arranging translation services if needed. • Assist patients with non-medical needs such as accommodation, transportation and local information
Customer Experience Management:
• Identify and anticipate the needs of international patients to provide personalized and culturally sensitive services. • Address any concerns or issues promptly, ensuring that patient satisfaction is maintained throughout their stay. • Collect feedback from patients and their families to continuously improve the patient experience. • Work closely with the Customer Experience Manager to implement programs and initiatives that enhance patient satisfaction.
Coordination & Collaboration:
• Liaise with various hospital departments, including medical, administrative, and support services, to ensure a seamless patient experience. • Coordinate with external partners such as travel agencies, insurance companies, and local service providers to facilitate patient care. • Assist in organizing patient schedules, including medical appointments, procedures, and follow-up care.
Cultural Sensitivity & Communication:
• Provide culturally appropriate support, recognizing and respecting the diverse backgrounds and preferences of international patients. • Ensure clear and effective communication with patients, overcoming language barriers as necessary. • Educate hospital staff about the cultural and individual needs of international patients to foster a welcoming and inclusive environment.
Documentation & Record Keeping:
• Maintain accurate and up-to date of patient interactions, preferences and feedback. • Ensure that all patient documentation complies with hospital policies and international healthcare standards. Prepare reports on patient satisfaction and service effectiveness for management review.
Requirements:
Education:
• Diploma or Bachelor's degree in Customer Relation, Marketing or Related
Knowledge and Experiences:
• 1-3 years of experience in health care or related field • Experience in Customer Experience • Knowledge of healthcare industry • Exceptional communication and interpersonal skills, with the ability to collaborate effectively across functions. • Ability to work collaboratively in a team and interface with various levels of the organization. • Chinese/ Cambodia language is added value
Skills & Competencies:
• Microsoft Excel and Power Point
Special skills required
• Strong analytical and problem-solving skills.