[Urgent] Patient Experience Officer - Chuyên Viên Trải Nghiệm Khách Hàng

* General purpose of the position:

- Hospital navigators: strive to create positive, memorable, and enjoyable experiences for all patients.

- Maintain the highest standards of professionalism and customer service at all times.

- Responsible for delivering exceptional customer service, ensuring patient satisfaction, addressing inquiries, managing complaints, and coordinating with other departments to fulfill patient needs.

- Ensure maximum satisfaction for both outpatients and inpatients during their stay at FV Hospital.

- Visit all inpatients during their hospitalization to provide support and care.

- Address and resolve patient inquiries and complaints efficiently.

- Provide special attention to VIP patients, both outpatient (OPD) and inpatient (IPD).

* Key duties and responsibilities:

* For Outpatients:

- Warmly greet and welcome patients upon their arrival, ensuring a positive first impression with a friendly demeanor.

- Proactively engage with patients to provide information and support, addressing their inquiries and resolving any issues or complaints they may have.

* For Inpatients:

- Visit inpatients (excluding those in ICU and Day Ward), engaging in conversations with them and their families.

- Establish and nurture relationships with patients throughout their stay at the hospital.

* Special care for VIP patients:

- VIP patients at OPD: Coordinate with VIP officer to assist VIP patients at OPD as needed.

- VIP patients at IPD

- Provide attentive care for VIP inpatients throughout their stay, maintaining communication until their discharge.

- Handling patients’ complaints:

- Conduct a thorough investigation of the case.

- Prepare a factual report regarding the case.

- Reach out to patients to address their complaints via phone calls, letters, or meetings.

* Qualification:

- University degree

* Experience:

- 1-2 years of experience in the customer service sector, preferably in the service industry, such as international hotels or airline companies, particularly within a multicultural environment.

* Skills and knowledge:

- Excellent communication and problem-solving abilities

- Strong interpersonal and active listening skills

- Ability to collaborate effectively within a team

- Competent in performing under pressure

* Foreign language(s):

- Fluent in English and Vietnamese

- Knowledge of additional languages is a plus