服务咨询主管岗位职责

国际服务咨询案例主管Thequalifiedindividualisresponsibletosupportthedevelopment,implementationandevaluationofGlobalSolutionsservicesattheJiahuihospital.

ThispositionwillworkeffectivelyaspartofpatientcareteamtoconnectandfacilitateaseamlessJiahuiHealthcareexperiencetogetherwithexternalhealthcareteamsandorganizations.ThisrolewillalsohelpwithbuildandimprovethepoliciesandworkflowstoenhancepatientexperienceofGlobalSolutionservices.

Theresponsibleindividualwillhaveorganizationalandcommunicationskillsandbeabletousetheinformationsystemsneededtosupportthepatientcareexperience.TheywillbeabletoassessclientneedsandwillengagepatientsandpartnersinordertomaximizeeffectiveuseofhealthcareresourcesatJiahuiandoverseas.

EssentialTasks:

1.MonitorthepatientjourneyintheirJiahuiandInternationalexperiencefrombeginningtocompletion,andfacilitatecoordinationwithinternalclinicalandoperationteam,aswellasinternationalpartnerstoensuretimelyandsatisfiedservicedeliverytopatient;

2.Handledisputesandcustomercomplainswhenescalatedfromfront-lineteammembers;

3.Handlecomplex/VIPcasefrombeginningtoendinperson;

4.Maintainclosecommunicatewithinternationalpartnersandcommunicatedactivelywhenneeded;

5.ReviewpatientfeedbackwithGlobalSolutionserviceconsultantregularlytoimproveservicepoliciesandworkflowsforbetterqualityofcareandpatientexperience;

6.ProvideinternalprocessandpracticetrainingtorelevantfunctionsofGlobalSolutionservices;

7.Performotherdutiesasassigned;

Knowledgeandskills:

1.Knowledgeofeachpatient’sdiagnosisanditstreatment-relatedspecifics;

2.Skillfulinpatientassessmentandeducation;

3.Demonstratematurityandprofessionalismwheninteractingwithpatient,co-workersandvisitorsinthepracticesetting;

4.Abilitytousetheinformationsystemsneededtosupportinformationmanagementandthepatientcareexperience

5.UnderstandproductsandpatientflowprocessinthesectionofGlobalSolutions;

6.Culturesensitivewhenworkingwithinternationalcollaborators

7.Abilitytodealwithcomplexsituationsandmanagecustomercomplainstoensureagoodclientexperiencebynavigatingthroughdifferentfunctionsinatimelymanner

8.Leadorparticipateinqualityimprovementinitiativesorprojects

9.Promotethedevelopmentofcollaborativerelationshipswithcolleagues

RequiredQualificationsandExperiences:

1.MinimalBachelordegree,withmajorinmedicine,nursing,publichealth,lifescienceorotherrelatedarea;

2.Generalmedicalknowledgeofoncologytreatmentisrequired;

3.Aminimumof5yearsexperiencesincustomerserviceinahealthcareorganization,customerserviceexperienceforhigh-endclientispreferred,administrationexperienceinhospitalispreferred,nursebackgroundispreferred;

4.Excellentcommunicationabilitywithstrongserviceconsciousness,abletobuildtrustwithpatients,familiesandotherhigh-endclients;

5.Independent,detail-oriented,abletohandlemultipletasksandcompletetasksontime,strongteamworkspirit;

6.Self-starter,goal-getter,problemsolver,strongwillingnesstolearnnewthings;

7.Strongworkethicsandconducthim/herselfinaprofessionalmanneratalltimes;

8.Compassionateandpatience;

9.FluentinspokenandwrittenChineseandEnglish,medicalEnglishskillispreferred;Thequalifiedindividualisresponsibletosupportthedevelopment,implementationandevaluationofGlobalSolutionsservicesattheJiahuihospital.

ThispositionwillworkeffectivelyaspartofpatientcareteamtoconnectandfacilitateaseamlessJiahuiHealthcareexperiencetogetherwithexternalhealthcareteamsandorganizations.ThisrolewillalsohelpwithbuildandimprovethepoliciesandworkflowstoenhancepatientexperienceofGlobalSolutionservices.

Theresponsibleindividualwillhaveorganizationalandcommunicationskillsandbeabletousetheinformationsystemsneededtosupportthepatientcareexperience.TheywillbeabletoassessclientneedsandwillengagepatientsandpartnersinordertomaximizeeffectiveuseofhealthcareresourcesatJiahuiandoverseas.

EssentialTasks:

1.MonitorthepatientjourneyintheirJiahuiandInternationalexperiencefrombeginningtocompletion,andfacilitatecoordinationwithinternalclinicalandoperationteam,aswellasinternationalpartnerstoensuretimelyandsatisfiedservicedeliverytopatient;

2.Handledisputesandcustomercomplainswhenescalatedfromfront-lineteammembers;

3.Handlecomplex/VIPcasefrombeginningtoendinperson;

4.Maintainclosecommunicatewithinternationalpartnersandcommunicatedactivelywhenneeded;

5.ReviewpatientfeedbackwithGlobalSolutionserviceconsultantregularlytoimproveservicepoliciesandworkflowsforbetterqualityofcareandpatientexperience;

6.ProvideinternalprocessandpracticetrainingtorelevantfunctionsofGlobalSolutionservices;

7.Performotherdutiesasassigned;

Knowledgeandskills:

1.Knowledgeofeachpatient’sdiagnosisanditstreatment-relatedspecifics;

2.Skillfulinpatientassessmentandeducation;

3.Demonstratematurityandprofessionalismwheninteractingwithpatient,co-workersandvisitorsinthepracticesetting;

4.Abilitytousetheinformationsystemsneededtosupportinformationmanagementandthepatientcareexperience

5.UnderstandproductsandpatientflowprocessinthesectionofGlobalSolutions;

6.Culturesensitivewhenworkingwithinternationalcollaborators

7.Abilitytodealwithcomplexsituationsandmanagecustomercomplainstoensureagoodclientexperiencebynavigatingthroughdifferentfunctionsinatimelymanner

8.Leadorparticipateinqualityimprovementinitiativesorprojects

9.Promotethedevelopmentofcollaborativerelationshipswithcolleagues

RequiredQualificationsandExperiences:

1.MinimalBachelordegree,withmajorinmedicine,nursing,publichealth,lifescienceorotherrelatedarea;

2.Generalmedicalknowledgeofoncologytreatmentisrequired;

3.Aminimumof5yearsexperiencesincustomerserviceinahealthcareorganization,customerserviceexperienceforhigh-endclientispreferred,administrationexperienceinhospitalispreferred,nursebackgroundispreferred;

4.Excellentcommunicationabilitywithstrongserviceconsciousness,abletobuildtrustwithpatients,familiesandotherhigh-endclients;

5.Independent,detail-oriented,abletohandlemultipletasksandcompletetasksontime,strongteamworkspirit;

6.Self-starter,goal-getter,problemsolver,strongwillingnesstolearnnewthings;

7.Strongworkethicsandconducthim/herselfinaprofessionalmanneratalltimes;

8.Compassionateandpatience;

9.FluentinspokenandwrittenChineseandEnglish,medicalEnglishskillispreferred;