A. Overall Purpose of the Job

• The role is responsible for supporting all daily operations relating to the Beijing clinic
• here is a responsibility to driving business efficiencies and providing a high level of customer service in line with customer expectations and company standards
• Daily operations of this role require communication in two languages: Japanese, English and Chinese. Japanese and English being the main working language

B. Key Responsibilities Customer Service

• Support all daily clinic operations in relation to client services, greet clients, answer client calls and inquiries, manage appointment schedules and waiting lists in PMO, registration of new clients, respond to emails, process invoices and collect payments, management of incoming mail, release of medical records, collection of documents, photocopying, fax services and scanning services as required
• Engage in customer service quality initiatives/projects
• Interface between clinic and other departments/internal partners to ensure a high quality of service and communication

Administration and Financial responsibilities

• Support administrative functions related to each service desk in Beijing clinic; 1F main reception, 1F pharmacy, 2Fdental/psychology as assigned
• Be familiar with the different methods of payment for all client groups
• Responsible to ensure all information is collected and available to invoice third party payers
• Ensure invoices are prepared accurately and present to clients to professionally
• Where the client cannot pay all or part of the account escalate to manager
• Commitment to ensure that the petty cash is correct for the day; any discrepancy has to report to the manager same day
• nsure the transfer of revenue is correctly recorded and signed off;
• All adjustments of invoices and all refunds must be documented and approved by the department manager or the Clinic Manager
• Assist patient to complete all necessary documentation for CMS or Direct billing as well as collect copies of all supporting documents

Translations services and on call duty

• rovide translation support for patients during all clinic services as well as escorting patients to other facilities as necessary

Other duties

• Support marketing events, client seminars and clinic tours
• Any other tasks as determined by management from time to time.
• Reports to work on time, has neat appearance, wears company uniform and a name tag, has a good attitude and initiative.
  

C. Qualifications

• niversity graduate, nursing diploma is preferred but not compulsory;
• Good command of Japanese, Chinese both written and spoken, English workable;
• Available to work flexible roster including weekends;
• Customer service mind-set;
• 2 years’ experience customer service related working in an international company
• Team player with good communication skill.
• Comprehensive understanding of Japanese culture and customer service expectations
• Customer Service Industry exposure

上班地址：新源里16号琨莎中心莱佛士医疗集团