岗位职责:
1. Ensure accurate and efficient scheduling and registration process for patients, while responding to patient inquiries and educating them on UFH-level policies and procedures;
保证患者的预约和登记准确无误、高效，同时有效回应患者的疑问并根据和睦家的政策和流程帮助患者；
2. Prepare and process medical files, while maintaining an adequate supply of doctor's name cards available in the clinic and recording clinic activity and promotions;
完成病历的准备和处理，保证门诊医生卡片足够，并记录门诊活动和促销项目；
3. Make reminding calls to patients as needed, and assist with scheduling walk-ins, overbooks, and appointment transfers;
根据门诊需求进行预约电话提醒，协助客人进行walk-in预约、加号及转预约需求；
4. Respond to emails and phone messages, while arranging department meetings and taking notes;
回复邮件和电话留言，安排部门会议并记录会议内容；
5. Guide patients to the relevant department/clinic, and assist doctors, nurses, cashiers, pharmacists, and other staff in communicating effectively with patients;
指引患者找到相关部门/门诊，协助患者和其他部门或工作人员进行沟通；
6. Be flexible to work weekends and be on call when necessary;
能接受排班制和上班时需要的电话召唤；
7. Assist the supervisor/manager with new initiatives or special projects, while performing primary patient access to ensure an increase in patient satisfaction rates in the clinic. Collect patient feedback and report regularly to the manager;
协助主管/经理完成新的任务或额外项目，在提高门诊患者满意度的同时，对患者进行初步的服务接待，收集患者反馈并定期向上级报告；
8. Collect payment from patients, explain the bill in detail, and coordinate with insurance companies to ensure that patients have active medical coverage for the services they receive at UFH.
向客人解释账单并收取相应的费用，与保险公司协调以确保患者在和睦家所接受的医疗服务在被保险的范围内，充分地向客人解释关于保险公司的福利涵盖情况以及向客户合理阐明需自付的账单，熟练掌握各类直付保险公司的合约条款、折扣以及非直付内容，并正确应用于客人的收费；
9. Cooperate with the sales team to collect/confirm patients' bills, interpret charges and patient responsibilities based on insurance benefits information, and familiarize oneself with business rules of Direct Billing eligibility, contractual discounts, exclusions, etc. and put them into practice;
与销售团队协作收取/确认客人的账单，在保险福利信息层面，充分地向客人解释费用和患者的责任，熟练掌握各类直付保险公司的合约条款、折扣以及非直付内容，并对业务规则进行合理的落实；
10. Assist patients in filling out claim forms and follow up with incomplete claim forms, help collect outstanding balances, and provide related copies of bills and Fapiao to patients upon discharge;
协助客人签保单/账单，并持续跟进未完成的保单/账单，协助收取未付账单，在客人出院时，提供收费相关的凭据，例如发票，账单；
11. Ensure accuracy of information input to the Trakcare system, and properly implement TPP and marketing contracts, packages, and promotions from a financial standpoint;
确保信息准确无误地输入到Trakcare系统中，并合理应用市场部的各类促销套餐的标准来进行收费；
12. Hand over daily problems and incomplete bills to the in-charge staff, and assist the supervisor/manager with any new initiatives or special projects.
将每日的问题和未完成的账单转交给负责人员，并协助主管/经理完成新的任务或额外项目。
任职要求:
Qualifications:
1. College degree or above preferred;
2. Working experience in service industry /cashiering/ customer service preferred;
3. Previous working experience in international hospital / clinic or hotel preferred
Skills:
1. Excellent language skills in Chinese and English, verbal and written
2. Good customer service and problem-solving skills
3. Professional manner and etiquette
4. Communicating skill in interacting with patients and colleagues
Knowledge:
1. Excellent working experience/knowledge in customer service
2. Good proficiency in Microsoft Word and Excel;
3. Good understanding of healthcare industry