Patient Coordinator

Instalimb Solutions Philippines Inc.; Makati; On-site; PHP 279,000 - 390,600; Full time

Job summary

A healthcare solutions provider in Makati is seeking a dedicated customer support specialist to coordinate patient appointments and ensure excellent service. Responsibilities include managing patient communications, providing support, and overseeing inventories. The ideal candidate must possess strong communication and problem-solving skills. This role offers an opportunity to enhance patient satisfaction through quality service and support.

Qualifications

• Experience in customer service or patient coordination.
• Strong communication skills both verbally and in writing.
• Ability to manage multiple tasks efficiently.

Responsibilities

• Coordinate patient appointments and ensure effective communication.
• Provide excellent customer service to patients and visitors.
• Manage inventory and supplies related to patient needs.

Skills

Communication Skills

Customer Service

Problem Solving

Time Management

Job description

Overview:

Coordinate Patients as Contact Window from Production Start

• Fixing the appointments and schedules with patients.
• Calling patients before the accommodation day to verify the appointment.
• Communicating with patients or visitors directly by answering or referring inquiries.

Receptionist Operation

• Providing services to visitors by greeting, welcoming, and directing them to the relevant personnel or department appropriately.
• Managing inventory of consumables (socks, liners, bandages, etc.) from incoming shipments.

Customer Support Operation

• Answering patient concerns.
• Communicating with the related department and obtaining solutions for technical concerns from patients.
• Providing solutions and answers to patients in accordance with their questions.

Customer Success Operation

• Boosting lifetime customer value and annual recurring revenue.
• Inspiring customer loyalty and retention.
• Reducing churn.

Details:

Fixing the Appointments and Schedule with Patients

• Send notifications via SNS message to match the schedule of staff in charge and the patient.
• Inform appropriate transportation, travel routes, and/or estimated arrival times when patients visit the clinic.
• Share appointment results with related departments.

Call Patients Before the Accommodation Day to Verify the Appointment

• Call patients first thing in the morning. If unreachable, send a text message; if no response after an hour, contact again.
• Check concerns with patients.
• Ask if the patient needs assistance with transportation (company car or Grab booking).
• Ask if the patient will arrive with a companion.
• Ask about vaccination status and current health condition the day before the scheduled visit.

Communication with Patients/Visitors Directly by Answering or Referring Inquiries

• Coordinate with relevant departments regarding patient issues or irregularities.
• Take over communication with patients starting production from sales.
• Deliver regular follow-up information to patients using prostheses to check product condition.
• Deliver new service information to users.

Services to Visitors by Greeting, Welcoming, and Directing Them to the Relevant Personnel or Department

• Monitor logbook entries for security purposes.
• Maintain the telecommunications system.

Inventory of Consumables (Socks, Liners, Bandages) from Incoming Shipments

• Handle purchasing of pantry and office supplies.

Answering the Patient Concern

• Gather details of the problem, situation, or request when contacted by a customer.
• Provide solutions or explanations if the request follows standard templates.

Communication with the Related Department and Obtaining Solutions for a Technical Concern from a Patient

• If the concern is not covered by a template, elevate details to the supervisor.
• Clarify unclear points before explaining to the customer.

Boosting Lifetime Customer Value and Annual Recurring Revenue

• Conduct up-selling and cross-selling mainly through phone calls and SNS.
• Propose additional purchases of consumables after the main product sale.
• Suggest additional purchases to existing customers.

Inspiring Customer Loyalty and Retention

• Make follow-up calls and provide information to customers regularly to build rapport.

Reducing Cancellation

• Monitor and report cancellation rates.
• Create internal proposals to reduce cancellation rates.
• Approach patients to reduce cancellation occurrences.

Reporting and Communication

• Report and inform supervisors of the exact details of a patient’s condition and situation.
• Propose solutions to supervisors or team members based on obtained information.
• Provide solutions and answers to patients according to their questions.
• Respond to customer concerns based on templates and confirm with related members if needed.
• Follow company protocols for explanations.

Other Responsibilities

• Keep and maintain cleanliness in clinic areas and related spaces in compliance with company procedures, rules, and regulations.
• Contribute to team efforts by accomplishing assigned tasks for better results.
• Prepare routine and special reports as directed by superiors.
• Perform other duties as assigned by superiors.
• Make suggestions for improving operations within or beyond the current role.