Frontline / Customer Service
Position Summary Expectations - Duties, Responsibilities
Direct Report: Frontline Supervisor
- Customer Service
- Provide positive customer service (registration and queries)
- Handle patients’ appointment scheduling
- Handle enquiries; face to face, incoming call, social media or email
- Liaise with patients regarding medical services
- Liaise with related departments to ensure that customers receive high standard service
- Provide escort services for VIPs
- Participate in customer service development
- Handle insurance cases;
- Contact insurance agent and book their client for physical examination
- Prepare medical report form for doctors
- Send medical report to finance for processing claim
- Submit medical report to finance insurance
- Check eligibility of insurance cards for OPD direct billing
- Contact insurance for FOP request
- Prepare medical health check-up book report send to patients
- Review their medical health with team doctor and reschedule the follow visit as required
- Liaise teleconsultation
- Coordinate received information to related departments
- Cashier
- Estimate the cost of products or services
- Accept payments
- Process sales reports
- Maintain adequate change denominations in the cash drawer and request additional change
- Reconcile cash drawers and sales receipts
- Report issues
- Get deposit from patient before treatment and refunds
- Accept payments; ensuring all prices are accurate and providing invoices to every patient
- Process patient’s invoice in a timely and accurate manner
- Manage transactions and record into the system
- Fill out and file insurance forms for payment as requested
- Close report daily
- College/Associate bachelor’s degree
- Good accounting knowledge
- Good insurance knowledge
- Friendly, pleasant and positive attitude
- Good commands of English
- Able to converse in simple Mandarin will be an advantage
- Basic computer literacy; MS Word, Excel, Power Point, Email
- Enthusiastic and willing to learn
- Able to perform basic billing (cashier task) and basic administrative work
- Teamwork and collaboration skills
- Good communication, interpersonal and soft skills
- Good customer service skills
