客户关系经理

Customer Relationship Manager is the key person to accompany the whole treatment journey of clinic respective service line patients and their family. This person need to work closely with physician and nursing to prepare and coordinate all treatment activities and also to provide warm and quality service to patients/customers, especially those VIP customers. Customer Relationship Manager work to provide holistic care to patients for their families/friends; achieving patient centered service by proactively getting to know them and assessing their needs, be the good listener and bridge between patients and their physicians and Jiahui operation system; Coordinating care starting from first contact through all the treatment progress and post treatment follow up care. The overall goal for CustomerRelationship Manager is to build relationship with patient and their family, coordinate of services to ensure patients receive convenient service and enjoy excellent experience; Hence to improve the trust to Jiahui Health and promote Jiahui brand. DUTIES AND RESPONSIBILITIES: 1.Be single point of contact，get to know and keep track of patient profile and their family profile; 2.Manage all aspects of new and existing patient queries and needs; 3.Coordination of patient care,starting from first contact through all the treatment progress and post treatment follow up care; Coordinate service needs to be provided including but not limited to arrange resources, set schedule, transportation and escort; 4.Master the work process related to service line that Customer Relationship Manager is designated to; 5.Facilitate new patients visit by communicating sufficiently with patient and medical team in advance, for complicated service, to pre-arrange every contact points of patient journey,make sure the flow is smooth, and accompany customers throughout the whole visit; 6.Master service prices/promotions and be able to convey patients on service provided or procedure quotations within the service line; 7.Coordinate financial clearance for treatment package/procedure/surgery (including GOP status if any); 8.Arrange with patients ‘ follow up treatment/regular checkups/ long term treatment; 9.Pair up with physicians to provide better and convenient service to patients, Be the secretary on physician calendar maintenance including exceptional patient scheduling and sending investigation report to patients based on physician’s instruction; 10. Coordinate every patient’s journey smoothly , Escort patients to every point of contact with clinical team if needed; 11.Be primary coordinator for patient education on pre-procedure education, post-procedure follow up; 12.Maintain good relationship with patients , keep in touch with patients on regular basis , keep communication log/ records and reminders with logging events/ task list , progress , compliance to treatment, able to service client using HCRM;