The Role
The Customer Relations Executive performs customer service duties according to hospital’s standards and supervises and coaches the customer service team.
Key accountabilities
To cover duties at both Front Office counters at Mount Elizabeth Hospital main lobby and Medical Centre. Duties include:
- Provide directions and assistance to all internal and external customers by handling their requests and enquiries
- Assist with patient’s admission from Business Office to Ward and discharge from ward
- Handle specialist referral
- To conduct ward visitation for inpatients and ensure patient’s confidentiality at all times
- To go the extra mile and delight patient whenever possible
- To meet and greet VIP and provide necessary assistance
- To handle feedbacks from all channels and provide appropriate follow up actions/ service recovery
- To ensure all feedbacks and enquiries are attended to within 3 hours
- To ensure internal KPIs are met
- Coordinate and conduct Maternity Tours and Hospital Tours
- To conduct internal audits so as to ensure quality of service rendered
- To check Daily VVIP Listing prepared by customer relations officers for errors before list gets send out
- To arrange fruit baskets/ hampers for patients on VIP list and any ad-hoc requests by HODs of other departments
- To prepare weekly and monthly reports and invoices
- To prepare gifts and presentation for hospital’s festivity celebrations
- To plan monthly rosters and ensure sufficient daily manpower
- Participate in projects and assist in events
- To coach and guide officers, bellmen and valets when required
- To arrange and roster officers for relevant training and courses
For Customer Relations Executive (Vietnamese), in addition to the above stated, these services include but do not limit to the following:
- Assisting patient’s pre-admission procedures such as accommodation arrangements in Singapore and pre-registration
- Manage all requests of the patient during his/her hospital stay,
- Assisting with the discharge of the patient
- Perform any other duties or responsibilities as assigned by Front Office Manager
Qualifications & Experience
Diploma/ Degree in any discipline
