Name of the position Officer
Department/Division Operations
  

 Functions

 OPD

 No Of Positions

 1

 Employment Type

 Full Time Staff (Permanent/Contractual)

 Office Location

 Apollo Hospitals Dhaka

 Office Timing

 Roster Hour

 Salary Range

 Negotiable

 Job Level

 Entry Level

 Age Limit

 28-33

 Reports To

 Head of Operations

 

 Educational Requirements

  • Minimum Graduate in any discipline

 Experience Requirements

  • Preferably 1 year of experience in customer service.
  • Excellent communication, negotiation and interpersonal skills with good understanding of emotional intelligence.
  • Team player with leadership qualities.
  • Advanced level PC skills particularly in MS Excel, Word and PowerPoint (knowledge of Windows XP and MS outlook is essential).
  • Must good command in both English and Bengali.

 Job Responsibilities

  • Ensure effective and smooth co-ordination between consultant and the outpatient (with / without appointment, follow up etc.) as well as manage all operational activities of the respective clinic(s), specialty with quality service in line with AHD policies.
  • Greet all guests with appropriate manners & curtsey and arrange pre-consultation requirements as necessary.
  • Guide patient to consultant`s room when the consultant is ready to see the patient after ensuring s/he has paid consultancy fees at billing desk and other necessary preparations.
  • Guide the patients regarding investigation, medication & follow-up visit.
  • Update respective consultant(s) regarding patient`s attendance and status as & when required. In case of exceptional cases, try to accommodate the patient after discussion with the consultant or arrange alternate service option without offending the patient.
  • Facilitate the patients for report showing / follow up visit schedule or appointment slot after discussing with the relevant consultant.
  • Manage, plan and schedule patient`s appointment / cancellation aligned with centralized on line appointment calendar.
  • Provide information on related consultant`s profile, visiting hours, tariffs and assist patients in terms of preparation for investigation, procedure, surgery, admission etc.
  • Promote AHD services by providing marketing communication materials to customer.
  • Be updated with the latest information on different facilities and tariffs and persuade patients politely to avail diagnostics and medication facilities from AHD.

 Additional Job Responsibilities

  • The role of customer care officer is to ensure overall customer service and to gain customer satisfaction of Out-Patient Areas.
  • The purpose of the job is to provide assistance to consultants as well as patients in term of consultation, investigation, procedure, surgery etc.
  • The CCO/BO will be responsible for multi-tasking, cross functional customer care activities & should be available to work in flexible shifting hour.
  • The role requires effective communication & good management skill to deal with diversified customer as well as provide guideline to valued customers in order to ensure service excellence.

Technical Competencies

  • Communicating effectively with staff at all levels and patients to ensure support services.
  • Address any operational issue that requires intervention/coordination.
  • Coordinate technical assistance to patient in terms of basic medical knowledge and applications.
  • Oversee patient care flow while redirecting and allocating resources.
  • Communicate pertinent information (verbal and/or electronic) in a timely manner to hospital administration/ HOD.

Behavioral Competencies

  • Provide personalized services for high value, VIP, vulnerable patients.
  • Provide information to customer queries.
  • Provide solution to customer complaints.
  • Taking customers feedback and suggestions to improve quality of service and report to the Unit Supervisor.
  • Perform all other tasks as required by the department.

 Other Benefits

  • As per Hospitals Policy

 Council Registration Requirements

  • N/A

 Special Apply Instructions

 Please read the job description carefully. Do Not apply unnecessarily if it does not match with your profile and your interest. Do Not send any hard copies of your CV to HR department OR please Do Not send any email to HR department. Only apply through this job site.

 Start Date

5 th  September, 2018

 Deadline

31 st  December, 2018