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Responsibilities/Tasks: 

  • Ensure effective and smooth co-ordination between consultant and the out patient (with / without appointment, follow up etc) as well as manage all operational activities of the respective clinic(s), specialty with quality service in line with Apollo Hospitals  Dhaka policies.
  • Greet all guests with appropriate manners & curtsey and arrange pre-consultation requirements as necessary
  • Guide patient to consultant’s room when the consultant is ready to see the patient after ensuring s/he has paid consultancy fees at billing desk and other necessary preparations
  • Guide the patients regarding investigation, medication & follow-up visit
  • Update respective consultant(s) regarding patient’s attendance and status as & when required. In case of exceptional cases, try to accommodate the patient after discussion with the consultant or arrange alternate service option without offending the patient
  • Facilitate the patients for report showing / follow up visit schedule or appointment slot after discussing with the relevant consultant
  • Manage, plan and schedule patient’s appointment / cancellation aligned with centralized on line appointment calendar
  • Provide information on related consultant’s profile, visiting hours, tariffs and assist patients in terms of preparation for investigation, procedure, surgery, admission etc.
  • Promote Apollo Hospitals Dhaka services by providing marketing communication materials to customer.
  • Be updated with the latest information on different facilities and tariffs and persuade patients’ politely to avail diagnostics and medication facilities from Apollo Hospitals Dhaka
    Services Management :
  • Communicating effectively with staffs at all levels and patients and ensure support services
  • Address any operational issue that require intervention/coordination
  • Coordinate technical assistance to patient in terms of basic medical knowledge and applications
  • Oversee patient care flow while redirecting and allocating resources
  • Communicate pertinent information (verbal and/or electronic) in a timely manner to hospital administration/ HODCustomer Relationship Management (CRM):
  • Provide personalized services for high value, VIP, vulnerable patients
  • Provide information to customer queries
  • Provide solution to customer complaints
  • Taking customers feed back and suggestions to improve qualities of service and report to the unit supervisor
  • Perform all other tasks as required by the department
    Education/Experience
  • Minimum Graduate in any discipline preferably 1 year experience in customer service
  • Excellent communication, negotiation and interpersonal skills with good understanding of emotional intelligence
  • Team player with leadership qualities
  • Advanced level PC skills particularly in MS Excel, Word and PowerPoint (knowledge of Windows XP and MS outlook is essential)
  • Excellent command in both English and Bengali
    Required Competencies
  • Reliability: being reliable, responsible, and dependable, and fulfilling obligations on time
  • Adaptability/Flexibility: able to accept challenge and being open to change and to considerable variety in the workplace
  • Cooperation: being pleasant with others on the job and displaying a good-natured, cooperative attitude
  • Mental Strength: ability to work under pressure

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