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Systematically monitor, analyze, design and enhance the patient journey experience across the hospital; drive cross-departmental service improvement initiatives; handle complaints and damaging experiences; be the voice of customer voice and evangelist of corporate service culture.
1. Behaviors that embody and demonstrate the values of United Family Healthcare.
2. Maintain close and good communication and working relationship with hospital administrators, departments and staff.
3. Collect and maintain consumer feedback, make a comprehensive and accurate record of customer feedback data, and timely identify and summarize opportunities to effectively improve customer experience through daily data attention and analysis (including but not limited to NPS, HCAHPS, Riskman, Onsite Survey and Social Media Listening), and report negative feedback in the first time.
4. According to the patients movement, visit and spot check the public areas and departments of the hospital every day to supervise whether the environment, appearance, communication, etiquette and necessary service items meet the service standards.
5. Implement and promote group service improvement projects, design and organize inter-departmental service improvement projects within the hospital.
6. Through effective communication with customers, provide information and help to customers, meet all reasonable requirements of customers, and try to avoid customers leaving the hospital with dissatisfaction.
7. Handle complaints, organize and coordinate with relevant departments to determine timely and effective remedial measures, de-escalate the complaint as soon as possible; and ensure that all received complaints are confirmed and resolved within the prescribed time limit.
8. For customer complaints with potential risks of escalation and expansion, remain sensitive and report to the hospital leadership as soon as possible; for media exposure risks and public relations crises, report to the group PR department as soon as possible.
9. Develop and regularly update the patient handbook, including general services, special services, food menu, patient rights document, consent document, in-hospital and surrounding services, etc.
10. Actively seek opportunities to continuously improve patient service; develop a team that is proactive and efficient in improving patient experience.
11. Submit annual budget for the responsibility area to the higher management and control department, supervise and report results on a monthly basis to achieve the budget.
12. Report consumer feedback in Riskman in time to ensure the accuracy, completeness and timeliness of consumer feedback data in Riskman.
13. Through communication, influence, training, support and role modeling, promote the "patient-centered" medical service culture to all employees in the hospital and understand the service performance of each service point.
14. Coordinate with the training department to provide hands-on training for relevant departments and staff to improve patient experience.
15. Assist, guide and support line and virtual line supervisors in the investigation and management of complaints and inquiries, including the collection, analysis and support of documented evidence.
16. Maintain a high degree of sensitivity to the confidentiality of patient information in accordance with group policies and procedures.