Hospital à France

Responsibilities

1. Handling feedback, complaints and enquiries:

· Attend to general telephone enquiries, emails and walk-in enquiries at hospital front lobby counter

· Monitor CRM cases and ensure timely closure.

· Resolve feedback/complaints as assigned by supervisors.

· Draft service replies for supervisor vetting.

2. Patient engagement:

· Collect feedback forms from all feedback boxes on weekly basis, and assist to resolve all general feedback.

· Identify and assess patient’s needs through feedback forms collected.

· Present complex feedback to supervisor for next course of action.

· Perform ward walk-about to garner feedback (Written & Verbal), and help to improve patients’ satisfaction on service lapses.

· Collate compliments received from NOK/Patients

3. Documentation & records keeping:

· To collate monthly compliments based on individual departments

· To collate monthly complaints based on individual departments

· To provide the monthly figures of compliments & complaints with contents to respective HODs

· To identify and provide figures on recurring trends or spikes in feedback to supervisors for assessment

· Compile physical records on a monthly basis

4. Manage front lobby Level 1 counter:

· Oversee overall condition of Level 1 Lobby (Cleanliness, wet weather conditions) to ensure visitor safety and experience.

· Receive non-monetary donations.

· Sort mail for respective departments.

5. Conduct Hospital Tours:

· Contact visitors to schedule visits.

· Conduct tour with Introduction of hospital facilities (Eg. Day Rehab, Dialysis Centre) and attend to inquiries from visitor.

· Inform Admission team to follow up on request by visitors.

Requirements

• Minimum A-level with 6 years of relevant experience.

• Proficient in Microsoft Office.

• Team player with good interpersonal and communication skills.

• Service-oriented and adaptable