Patient Access Officer韩语一线行政专员(013542)

工作职责
韩语客服职责:
1. Translate oral and written from Korean to Chinese (vice versa)
进行口头和书面的韩语翻译

2. Provides information to patients in a pleasant and helpful manner in Korean and English
用韩语和英语向患者提供信息

3. Provide assistance to doctors, nurses, cashiers, pharmacists and other staff in the hospital when needed to communicate effectively with Korean speaking patients
协助医生、护士、收银员、药剂师和其他工作人员与说韩语的患者进行有效沟通

4. Provide general information of the hospital and services to Korean patients; give hospital tours
向韩国患者提供医院和服务的一般信息;参观医院

5. Act as Care Coordinator for new Korean/Japanese speaking Patients to TJU assisting them with registrations, requests and questions about the hospital
协助韩语新患者进行注册,回应患者的请求和有关医院的问题

6. Daily visit new Korean/Japanese speaking inpatients and deliver high quality service to them
每日探访韩语新住院患者,提供高质量的服务

7. Help with patient requests, e.g. help organize copies of medical records and send to patients, patient repatriation coordination
帮助处理患者请求,例如病历复印件申请、患者遣返协调等

8. Implementing projects for developing the Korean market, attend Korean group meetings, visit embassies and companies. Build corporate relationships with Korean Companies and Korean Embassy
实施开拓韩国市场的项目,参加韩国团体会议,拜访大使馆和公司。与韩国公司和韩国大使馆建立企业关系

9. Management of Korean website, participate in Korean community blogs or wechat
管理韩语网站,参与韩语社区博客或微信活动

10. Plan events and doctor talks for Korean community
为韩语社区策划活动和医生讲座

11. Conduct market research related to the Korean communities in Tianjin
对天津的韩国社区进行市场调研

12. Collects survey data and prepares reports that reflect the level of activity and relative satisfaction of the services provided to Korean patients
收集调查数据并编写韩国患者满意度报告

一线行政职责:
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听班;

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. Korean native speaker preferred;
母语为朝鲜语/韩语优先;
2. College degree or above preferred;
大专以上学历优先;
3. Working experience in service industry /cashiering/ customer service preferred;
有服务业/收银/客服工作经验者优先;
4. Previous working experience in international hospital / clinic or hotel preferred
有国际医院/诊所或酒店工作经验者优先;

Skills:
1. Excellent language skills in Korean and English, verbal and written
优秀的韩语/英语口语和书面表达能力
2. Good customer service and problem-solving skills
良好的客户服务和解决问题的能力
3. Professional manner and etiquette
职业礼仪
4. Communicating skill in interacting with patients and colleagues
与患者和同事互动的沟通技巧

Knowledge:
1. Excellent working experience/knowledge in customer service
优秀的客户服务工作经验/知识;
2. Good proficiency in Microsoft Word and Excel;
熟练掌握微软Word和Excel;
3. Good understanding of healthcare industry
对医疗行业有深入的了解

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