南京招聘

Summary:

Jiahui’s VIP program is the most premium membership program across Jiahui Healthcare system.

The qualified individual is responsible to support the implementation and evaluation of VIP Program at the Jiahui Health System. He/She will work effectively as part of client care team to connect and facilitate a seamless Jiahui Health care experience. The responsible individual will be the main contact person for the clients and their family members. He/She will have organizational and communication skills and be able to address clients’ needs, mobilize health care resources at Jiahui to meet clients’ needs. This role will also support with improve the service and workflows to enhance client’s experience with VIP program.

Essential Tasks:

· Monitor the clients’ journey in their VIP experience from beginning to completion, and facilitate coordination with internal clinical and operation team to ensure timely and satisfied service delivery to clients;

· Engage with Clients and their families, attend to their health-related needs at all time, building up a long lasting relationship

· Work closely with physicians across specialty departments at Jiahui Hospital and help with related coordinating tasks

· Maintain close communicate with related departments and stakeholders in Jiahui.

· Review clients’ feedback with VIP team regularly to improve service and workflows for better quality of care and client experience;

· Provide internal process and practice training to relevant functions of VIP service;

· Handle disputes and customer complains

· Perform other duties as assigned;

Knowledge and skills:

· Outstanding people skills

· Basic medical knowledge to assess clients’ needs and communicate with physicians effectively

· Demonstrate maturity and professionalism when interacting with clients, co-workers in the practice setting

· Ability to use the information systems needed to support information management and the clients care experience

· Understand products and service flow process in the section of VIP

· Culture sensitive when taking care of international clients

· Ability to deal with complex situations and manage complains to ensure a good client experience by navigating through different functions in a timely manner

· Lead or participate in quality improvement initiatives

· Promote the development of collaborative relationships with colleagues

Qualifications and Experiences:

· Bachelor degree is preferred, with major in medicine, nursing, public health, life science or other related area;

· A minimum of 3 years experiences in customer service in a healthcare organization is required, customer service experience for high-end client is preferred

· Administration experience in high-end hospital, hospitality, credit cards, private banking, or other high-end membership services are preferred,

· Excellent communication ability with strong service consciousness, able to build trust with clients and their families;

· Independent, detail-oriented, able to handle multiple tasks and complete tasks on time, strong teamwork spirit;

· Self-starter, goal-getter, problem solver, strong willingness to learn new things;

· Strong work ethics and conduct him/herself in a professional manner at all times;

· Compassionate and patient;

· Fluent in spoken and written Chinese and English, medical English skill is preferred;

· Basic general medical knowledge is required

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