STATEMENT OF PURPOSE

Patient Liaison officer will be responsible for dual aspect of patients’ financial services and act as the Cancer Hub officer.

The patient liaison officer will be the first point of contact from patients directed to JICC department from JIH’s call centres, walk-in patients or from other sources of referrals.

The patient liaison officer needs to ensure that patients receive great customer service for their experience at Jiahui by assist patients with handling customers’ enquiries, appointment scheduling or concerns and manage clinical triage process with Cancer access nurse support.

The patient liaison officer will also offer support to patient financial services; providing treatment cost estimates; financial counselling; and billing supervision for outpatient clinical programs, including surgery, medical Oncology and radiation Oncology.

MAJOR DUTIES AND RESPONSIBILITIES

(A) Patient Access/booking (50%)

• Identify, handle and resolve caller enquiries using all modes of communications, such as calls, SMS, WeChat, email and fax
• Determine caller’s queries on match it to our available services – second opinion services, screening/diagnostic bookings or outpatient consultations
• Capturing all relevant patient information and enter them accurately into appropriate database/booking systems
• For cancer second opinion cases, collect appropriate medical history and information, and submit to Cancer Access nurse for clinical triage
• Manage patient’s appointments in HIS once an appropriate oncologist is identified
• Ensure patients receive appropriate booking information and to provide any further support/information as required
• Provided excellent customer service, solve patient issues, and work together with other clinic/hospital staff to ensure a great experience for the patient
• Maintain a tidy and clean working environment at workstation
• Protect patients’ confidentiality and other sensitive data at all times

(B) Patient Financial Services (50%)

• Provide/Creates estimate tools for surgery, chemotherapy and radiotherapy based on thorough understanding of charge items, cancer treatment regimens and Yibao rules, to meet patients’ needs in terms of awareness of treatment pricing
• Maintain the tool to accord with up-to-date self-pay, commercial insurance or Yibao pricing
• Establish financial counselling model for surgery, chemo and radiotherapy, with and without Yibao or commercial insurance coverage
• Support the development of informed payment consent forms
• Estimate cost for oncology services in both outpatient and inpatient setting for surgery, chemo regimens and radiotherapy
• Conduct financial counselling for self-pay, insured and Yibao patients.
• Maintain estimate tool based on updated pharmacy pricing, classic services price change (if any), PFS and Yibao rules, and marketing and hospital-wise promotion
• Engage in regular cross-training with PFS team to exchange information with regard to oncology and insurance-related services, to simplify clinic operation, reduce health professionals’ burden of documenting, and continuously serve patients
• Manage accounts receivable and accounts payable. Collaborate with nurses, physicians and PA to supervise billing correctness
• Protect patients’ confidentiality and other sensitive data at all times

？JOB REQUIREMENTS

(A) EDUCATION, TRAINING AND EXPERIENCE

• Bachelor’s Degree desirable in business, accountancy or healthcare related areas
• Essential fluency in both Mandarin & English, additional languages are highly desirable
• Healthcare/Medical knowledge preferred
• Minimum 3 years working experience in a call centre or in patient financial counselling services or both

(B) Skills

• Excellent customer service skills
• Good problem-solving and team work ability
• Ability to handle computer-related tasks
• Strong communication and coordinating skill
• Proactive to solve customers’ problems and build professional relationships
• Strong communication and interpersonal abilities.
• Excellent attention to detail
• Requires a high level of empathy, compassion and confidentiality
• Ability to take initiative and exercise judgment required
• Advanced PC skills (MS Office, Windows, and etc.)

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