Job Title: Patient Coordinator

Job Description:

Overview:

• Coordinate patients as contact window from production start
• Fixing the appointments and schedule with patients
• Call patients before the accommodation day to verify the appointment
• Communication with patients/visitors directly by answering or referring inquiries
• Receptionist operation
• Services to visitors by greeting, welcoming, and directing them to the relevant personnel or department appropriately.
• Inventory of consumables (socks, liners, bandages, etc.) from incoming shipments
• Customer support operation
• Answering the patient concern
• Communication with the related department and obtaining solutions for a technical concern from a patient.
• Providing the solution and an answer to a patient  in accordance with him/her questions. 
• Customer success operation
• Boosting lifetime customer value and annual recurring revenue.
• Inspiring customer loyalty and retention.
• Reducing churn

Details:

• Fixing the appointments and schedule with patients
• Send notifications via SNS message to match the schedule of our staff in charge and the patient
• Inform appropriate transportation, travel route and/or estimated arrival time in case  patient visits our clinic
• Share the appointments result with related departments
• Call patients before the accommodation day to verify the appointment
• Call them first in the morning. If they cannot be reached, send them a text message. If there is no response after an hour, contact them again.
• Check the related concern with patients
• Ask the patient if he/she needs assistance for the transportation (use company car or book grab for the patient)
• Ask the patient if he/she will arrive with a companion
• Ask the vaccination status and current health condition the day before the said schedule
• Communication with patients/visitors directly by answering or referring inquiries
• Coordinates with the concerning departments regarding issues or irregularities with the patients
• Take over the communication of patients who is starting production from sales
• Deliver regular follow-up information to the patients who start the life with prosthesis to check the product condition
• Deliver new service information with our users
• Services to visitors by greeting, welcoming, and directing them to the relevant personnel or department appropriately.
• Monitors logbook for security purposes.
• Maintains telecommunications system.
• Inventory of consumables (socks, liners, bandages) from incoming shipments
• Purchasing pantry and office supplies
• Answering the patient concern
• Getting the problem/situation/request when the person got contact from the customer
• Can give the solution or explanation if the request is template one
• Communication with the related department and obtaining solutions for a technical concern from a patient.
• If the concern from customer is not on our template, escalate the trouble detail to the superior person
• Check the unclear point  before explaining to the customer
• Boosting lifetime customer value and annual recurring revenue.
• Up-selling and cross-selling mainly through phone call and SNS
• Proposing additional purchases of consumables after the main product sale closes
• Proposing additional purchases to existing customers
• Inspiring customer loyalty and retention
• Making follow-up calls and providing information to customers to build rapport regularly
• Reducing cancellation
• Monitoring and reporting cancellation rates
• Making internal proposals to reduce cancellation rates
• Making approaches to patients to reduce cancellation rates
• To report and inform exactly the details of a patient's condition and situation to a supervisor whenever to hear from them. 
• To propose any solution to the supervisor or team member based on information you obtain.
• To provide the solution and an answer to a patient  in accordance with him/her questions. 
• If the concern from the customer is on our template, the person can answer after confirming the related member.
• The person can follow the company protocol for the explanation.
• Keeping and maintaining cleanliness at clinic areas & other related areas by complying with procedures, rules, and regulations of the company.
• Contributing to the team effort by accomplishing tasks for better results.
• Making and writing routine/ special report directed  by the superiors
• Performing other duties as assigned by the superiors
• Making suggestions for improving operations in this position's role or beyond this role.

Must required skills:

• Must have a Bachelor Degree (any related course) 
• At Least 2 years of Customer Service Experience including payment of management. 
• Strong verbal and written communicator
• Self-motivated, self-disciplined and can do the job with minimal supervision
• Available SNS and telecommunications system.
• Good English communication skills (English & Tagalog)

Qualifications:

• Can speak Visaya
• Willing to relocate to Mindanao Area
• Has experience handling Receptionist Tasks
• Good Listener
• Professionalism
• Customer-centered
• Multitasker
• Self-motivated, self-disciplined and can do the job with minimal supervision
• With experience, sales is a plus.

Job Types: 

• Full-time (8 hours a day)