Overview:

Coordinate Patients as Contact Window from Production Start

• Fixing the appointments and schedules with patients.
• Calling patients before the accommodation day to verify the appointment.
• Communicating with patients or visitors directly by answering or referring inquiries.

Receptionist Operation

• Providing services to visitors by greeting, welcoming, and directing them to the relevant personnel or department appropriately.
• Managing inventory of consumables (socks, liners, bandages, etc.) from incoming shipments.

Customer Support Operation

• Answering patient concerns.
• Communicating with the related department and obtaining solutions for technical concerns from patients.
• Providing solutions and answers to patients in accordance with their questions.

Customer Success Operation

• Boosting lifetime customer value and annual recurring revenue.
• Inspiring customer loyalty and retention.
• Reducing churn.

Details:

Fixing the Appointments and Schedule with Patients

• Send notifications via SNS message to match the schedule of staff in charge and the patient.
• Inform appropriate transportation, travel routes, and/or estimated arrival times when patients visit the clinic.
• Share appointment results with related departments.

Call Patients Before the Accommodation Day to Verify the Appointment

• Call patients first thing in the morning. If unreachable, send a text message; if no response after an hour, contact again.
• Check concerns with patients.
• Ask if the patient needs assistance with transportation (company car or Grab booking).
• Ask if the patient will arrive with a companion.
• Ask about vaccination status and current health condition the day before the scheduled visit.

Communication with Patients/Visitors Directly by Answering or Referring Inquiries

• Coordinate with relevant departments regarding patient issues or irregularities.
• Take over communication with patients starting production from sales.
• Deliver regular follow-up information to patients using prostheses to check product condition.
• Deliver new service information to users.

Services to Visitors by Greeting, Welcoming, and Directing Them to the Relevant Personnel or Department

• Monitor logbook entries for security purposes.
• Maintain the telecommunications system.

Inventory of Consumables (Socks, Liners, Bandages) from Incoming Shipments

• Handle purchasing of pantry and office supplies.

Answering the Patient Concern

• Gather details of the problem, situation, or request when contacted by a customer.
• Provide solutions or explanations if the request follows standard templates.

Communication with the Related Department and Obtaining Solutions for a Technical Concern from a Patient

• If the concern is not covered by a template, escalate details to the supervisor.
• Clarify unclear points before explaining to the customer.

Boosting Lifetime Customer Value and Annual Recurring Revenue

• Conduct up-selling and cross-selling mainly through phone calls and SNS.
• Propose additional purchases of consumables after the main product sale.
• Suggest additional purchases to existing customers.

Inspiring Customer Loyalty and Retention

• Make follow-up calls and provide information to customers regularly to build rapport.

Reducing Cancellation

• Monitor and report cancellation rates.
• Create internal proposals to reduce cancellation rates.
• Approach patients to reduce cancellation occurrences.

Reporting and Communication

• Report and inform supervisors of the exact details of a patient’s condition and situation.
• Propose solutions to supervisors or team members based on obtained information.
• Provide solutions and answers to patients according to their questions.
• Respond to customer concerns based on templates and confirm with related members if needed.
• Follow company protocols for explanations.

Other Responsibilities

• Keep and maintain cleanliness in clinic areas and related spaces in compliance with company procedures, rules, and regulations.
• Contribute to team efforts by accomplishing assigned tasks for better results.
• Prepare routine and special reports as directed by superiors.
• Perform other duties as assigned by superiors.
• Make suggestions for improving operations within or beyond the current role.