Patient Experience Manager (Foreigner Only)

1. Ensures that the department functions are run smoothly and in compliance with JCI requirement

2. Collects data and information about patient care concerns, needs and problems and implement appropriate corrective actions.

3. Analyses statistics or other data to determine the level of hospital’s customer service.

4. Prepares reports and analyses highlighting progress, adverse trends and suggesting appropriate recommendations or conclusions.

5. Responds to customer requests and questions regarding services, products and account information. Analyzes and rectifies customer concerns using established procedures.

6. Perceives and interprets patient needs and translates them into effective solutions.

7. Responds to the needs of the patients by ensuring immediate action.

8. Supports employee involvement in decision making and problem solving and facilitates dialogue between patients, physicians, nurses and administrative managers to resolve patient complaints and problems.

9. Refers complaints of a serious nature to Complaints Review Committee / Quality Control Section and follow up their analysis.
10. Enhances professional growth, training and development through participation in educational programs, current literature, in service meetings and workshops.

11. Develops policies and procedures to promote establishment and maintenance of meaningful communications between patients, families and staff.
Initiates steps to improve the departmental functioning.

• Bachelor’s Degree or equivalent combination of education and experience, preferred.
• 3-4 years hospitality experience required
• 2-3 years’ experience delivering customer service training
• Healthcare experience preferred
• Good coaching and on the job training skills required
• Excellent organizational skills and ability to multi-task essential

Language Skills:

Fluency in English. Fluency in other language is a plus

Other skills:

Excellent telephone and written communication skills; Critical thinking, problem solving and analytical skills; Effective people management, negotiation and motivational skills; Management/coordination skills and the ability to multitask at various effort levels; Leadership and presentation skills.

- Bảo hiểm y tế 24/24
- Làm việc trong môi trường thân thiện và chuyên nghiệp

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