Executive, Physician Concierge - Exciting Challenge

Job Description

• Manage and investigate all service-related feedback to the hospital professionally and consistently. Provide appropriate service recovery and resolve the customer's concerns effectively and timely alongside other key departments to ensure a pleasant inpatient stay and seamless customer experience. 
• Oversee Bed Crunch on patient discharge while making rounds, visiting, and seeing the discharging patients.
• Interpret philosophy, policies, procedures, and services to patients and their families as well as visitors.                                                                 
• Educate health care professionals and employees on the varied ways to humanize a patient’s experience based on feedback from individual patients and their families.
• Manage day-to-day operations of TFC, including responding to all enquiries, managing the TFC e-mail on requests for healthcare needs, accommodations and transportation arrangements, providing Letter of Introduction (LOI) for Entry Visas, Visit Pass extension for international patients, and flower/fruit basket arrangements, as well as all other concierge services.
• Make follow up phone calls to clinic to monitor actualized appointments.
• Review and verify patient referred by agents and accurately record the data required by Finance and Marketing to accord admin fee payment purposes.  
• Maintain daily reports includes requests/enquiries log with complete details and updates of customer's requests and any follow-up action required.
• Daily patient visits, meet and assist the patient or customers in person, including chaperone and VIP escort within the hospital facilities.
• Managing the process and the logistics of the incoming Medical Air-Evacuation with relevant stakeholders and updates.
• Perform related duties and other projects as assigned. 

Job Requirements

• Minimum Diploma / Degree in any discipline.
• Able to use multiple languages due to customer and stakeholder demographic etc.
• Minimum 3 years of experience in a frontline operational department, preferably in a healthcare or hospitality environment.
• Knowledge of healthcare work environment is an advantage.