北京招聘

职位描述：
A. Overall Purpose Of The Job (Brief description of the primary purpose of this position)
The Customer Service Reception Manager is responsible for ensuring that a positive and professional image of the reception desk is portrayed to International SOS patients, clients and visitors at all times. This is achieved by effectively and efficiently, providing organisation to all reception systems in conjunction with direction and guidance to all the reception staff.

B. Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)
MANAGEMENT
? Provide effective supervision of reception staff on a daily basis.
? Manage staff roster and daily allocations.
? Provide ongoing planning, monitoring and evaluation of quality
      improvement programs for the reception department in line with
 all current processes, procedures and internal and external audit requirements
? Ensure ongoing staff compliance to company policies and procedures.
? Manage recruitment of staff in line with HR policy and process.
? Management of staff training and staff improvement programs for all new and existing staff.
? Take responsibility for identifying and resolving staff issues.
? Management of annual staff appraisals, goal setting and KPI’s in line with company business objectives.
? Co-ordination and management of monthly department meetings.
? Ensure client confidentiality at all times.

Administration
? Ensure implementation and updating of all processes and procedures for the reception department.
? Management of schedules for all health care providers using the PMO system.
? Ensure effective and confidential management of client medical records.
? Ensure 100% compliance with Visitor / Guest Security check in policy.
? Manage administrative support for clients through the reception
department relating to: release of medical records, registered mail, collection of documents, photocopying, fax services and scanning services.
? Management of administrative support required for Health checks, adoption services and other corporate programs, including follow up services as required.
? Preparation of monthly management report.

CUSTOMER SERVICE
? Ensure the reception department is providing five star quality customer service at all times.
? Meet, greet and professionally interact with clients, visitors and vendors at all times
? Management of customer comments and service related complaints.
? Liaise with corporate clients and VIP’s

FINANCE/BILLING SERVICES:
? Manage Client credit approval requests and assist with the management of accounts receivable and uncovered insurance claims.
C. Job Profile
Required Competencies (Critical behaviors necessary to successfully perform the job)
? Excellent customer service skills
? Excellent communication skills (written and verbal)
? Demonstrates effective role model & leadership skills
? Well-developed organizational & communication skills
? Able to function at a high level in a dynamic work environment
? Ability to develop strong and effective teams
? Strong problem solving and critical thinking skills
? Excellent planning and co-ordination skills
? Proficient in the use of MS Outlook, Excel, Word and PowerPoint.
Required Work Experience (Brief description of the job-related experience needed to perform the job)
? At least 4 to 5 years managerial experience of a front desk or direct-contact service team
? At least 5 years of customer service experience (actual delivery)
? Experience in the delivery of excellent customer services in a medical facility
Required Qualifications (Brief description of the educational background needed to perform the job)
? University Degree focusing on Management and / or Customer Services
Required Languages (Brief description of the language skills needed to perform the job)
? Chinese and English (both written and spoken)
Travel / Rotation Requirements (Brief description of any travel or rotation requirements)
? Although not a regular requirement, staff may be requested to support in other clinic locations in China in line with business needs 举报 分享

Raffles Medical Group has evolved since its founding in 1976 from a two clinic practice in Singapore to an integrated healthcare provider with a wide presence in Asia.
 莱佛士医疗集团自1976年在新加坡成立，从两家新加坡诊所起步，逐渐发展成一个医疗集团，现在足迹遍布亚洲各地。

It operates a network of more than 100 medical centres, a tertiary care private hospital, dental and Chinese medicine services, insurance services, an educational healthcare institute and a consumer healthcare division.
 莱佛士医疗集团的网络包含超过100家医疗中心，一家三级私立医院，多家专门牙科和中医诊所，还有医疗保险部门，医学教学学院和消费保健品部门。

 In China, we are serving you with seven clinics in Beijing, Shanghai, Tianjin, Tianjin Teda, Nanjing, Dalian and Shenzhen.
 在中国，我们有七家诊所，分别遍布于北京，上海，天津，天津泰达，南京，大连及深圳。

Our clinics are managed by a highly trained and specialised team of professionals to ensure that you receive quality, comprehensive, healthcare.
 我们的诊所是由国际医生组成的专业团队，每一位医生都拥有个人“精”与“专”的领域，以确保您获得更优质、全面的国际医疗服务。

 At Raffles Medical, your health and safety are our highest priorities.
 在莱佛士医疗，我们把您的健康和安全放在首位。