PATIENT EXPERIENCE OFFICER
General Job Description
- Understand FVH Policies, non-medical services, and hospital processes.
- Maintain professionalism, empathy, and politeness when assisting patients.
- Build relationships with medical and non-medical staff, and uphold high personal hygiene and appearance standards.
Patient Relations
- Focus on inpatients, including VIPs, ensuring their needs are met during hospitalization.
- Regularly visit patients, address inquiries, provide information on services, and handle complaints efficiently.
- Maintain and update the complaint database while ensuring timely follow-ups.
Customer Services
- Have thorough knowledge of non-medical services (e.g., room services, F&B, housekeeping).
- Coordinate with managers to ensure service quality and assist with patient complaint analysis.
- Take on additional tasks assigned by the Guest Relations Manager.
General Requirements
- University graduation
- At least 3-year experience in customer service field (service industry like international hotels or airline companies is preferable) preferably in a multi-cultural environment
- Good communication and listening skills
- Good interpersonal skills
- Capable of working with a team
- Ability to work under pressure
- Fluent in English (Must)
