Patient Correspondence Associate

Genfinity Philippines, Inc.; Makati; On-site; PHP 300,000 - 420,000; Full time

Job summary

Genfinity Philippines, Inc. is seeking a Patient Correspondence Associate to serve as an interdepartmental liaison for a tertiary hospital in Thailand.

You will respond to emails and live chats, schedule appointments, and coordinate with doctors, nurses, and referral offices to support foreign patients seeking medical treatment overseas. The role emphasizes clear English and Thai communication, strong organizational skills, and compassionate service to patients and their families while

Qualifications

• Bachelor's degree in Nursing or Allied Health required.
• PRC professional license is required.
• 1–2 years of clinical/hospital experience preferred.
• Fluent in English and Thai.
• Strong communication and organizational skills.

Responsibilities

• Respond to customer/patient queries via email, live chat, or phone (Medical/Clinical, Billing, Insurance, and cost questions).
• Identify patients' needs and help set up hospital appointments.
• Address complaints and provide timely assistance.
• Coordinate appointments and services with doctors, nurses, and departments.
• Review medical reports and refer services to appropriate departments.
• Update internal databases with issues and discussions; share process updates with the team.
• Assist in training junior staff and participate in process improvements.

Skills

English & Thai

Problem solving

Time management

Interdepartmental liaison

Relationship building

Education

Bachelor's degree in Nursing or Allied Health

Job description

Position Summary:

The Patient Correspondence Associate is an overall interdepartmental liaison to a tertiary hospital based in Thailand. This role provides pre-arrangement services, appointment scheduling, and general hospital services to individual patients, relatives, and Referral Offices by responding to emails and live chats, and works closely with the clinics and other departments in the hospital. This role caters to foreign clients seeking medical treatment overseas.

Key Responsibilities:

• Patient Correspondence & Query Handling
  
  
  
  • Respond to customer/patient queries in a timely and accurate way, predominantly via email, live chat, or phone. Inquiries may include Medical/Clinical, Billing, Insurance, and Cost estimate questions.
  
  
  • Identify patients' needs and help patients set up appointments with the hospital.
  
  
  • Address patients' complaints received via email and reach out to provide assistance and immediate action.
  
  
  • Respond to customer feedback and refer it to the concerned departments.
  
  
  
  


• Appointment & Service Coordination
  
  
  
  • Arrange appointments and general hospital services, liaising with doctors, nurses, and related departments necessary for the client's treatment.
  
  
  • Follow up with customers to ensure attendance at booked appointments with specialists via email and live chat.
  
  
  • Provide accurate information regarding hospital services via email and live chat.
  
  
  • Works closely with the clinics and other departments in the hospital to coordinate patient care, referrals, and service delivery.
  
  
  
  


• Service Delivery
  
  
  
  • Review medical reports.
  
  
  • Coordination of refer-in services to different departments.
  
  
  
  


• Team & Process Support
  
  
  
  • Update internal databases with information about technical issues and useful discussions with other Email Support Representatives.
  
  
  • Share process updates and effective workarounds with team members.
  
  
  • Update customers about new hospital services, health packages, and hospital functionalities.
  
  
  • Assist in training junior Email Support Representatives.
  
  
  • Participate in process improvement, problem analysis, and solution implementation.
  
  
  • Participate in employee engagement activities.
  
  
  
  

Qualifications:

• Bachelor's degree in Nursing or any Allied Health Profession (PT, OT, Midwifery, etc.)


• Professional license in Nursing or any Allied Health Profession issued by the PRC


• Preferably with 1 - 2 years clinical/hospital experience


• Highly developed problem-solving, decision-making and relationship building skills


• Strong verbal and written communication skills in English and Thai languages


• Strong organizational, time management, and administrative skills


• Ability to clearly communicate product information


• Excellent customer service skills


• Ability to multitask in a fast-paced environment


• Access to a stable, high-speed internet connection and a quiet workspace with minimal background noise, needed for phone calls with different departments and referral offices

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours.

All information will be kept confidential according to EEO guidelines.

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