Patient Correspondence Associate in Makati City at Genfinity Philippines, Inc.

Genfinity is a global healthcare and business support solutions provider, delivering innovative, scalable, and sustainable services that help organizations achieve operational excellence. We support international clients by combining healthcare expertise, technology, and operational excellence to deliver high-quality business solutions.

Position Summary:

The Patient Correspondence Associate is an overall interdepartmental liaison to a tertiary hospital based in Thailand. This role provides pre-arrangement services, appointment scheduling, and general hospital services to individual patients, relatives, and Referral Offices by responding to emails and live chats, and works closely with the clinics and other departments in the hospital. This role caters to foreign clients seeking medical treatment overseas.

Key Responsibilities:

• Patient Correspondence & Query Handling
  • Respond to customer/patient queries in a timely and accurate way, predominantly via email, live chat, or phone. Inquiries may include Medical/Clinical, Billing, Insurance, and Cost estimate questions.
  • Identify patients' needs and help patients set up appointments with the hospital.
  • Address patients' complaints received via email and reach out to provide assistance and immediate action.
  • Respond to customer feedback and refer it to the concerned departments.
• Appointment & Service Coordination
  • Arrange appointments and general hospital services, liaising with doctors, nurses, and related departments necessary for the client's treatment.
  • Follow up with customers to ensure attendance at booked appointments with specialists via email and live chat.
  • Provide accurate information regarding hospital services via email and live chat.
  • Works closely with the clinics and other departments in the hospital to coordinate patient care, referrals, and service delivery.
• Service Delivery
  • Review medical reports.
  • Coordination of refer-in services to different departments.
• Team & Process Support
  • Update internal databases with information about technical issues and useful discussions with other Email Support Representatives.
  • Share process updates and effective workarounds with team members.
  • Update customers about new hospital services, health packages, and hospital functionalities.
  • Assist in training junior Email Support Representatives.
  • Participate in process improvement, problem analysis, and solution implementation.
  • Participate in employee engagement activities.

Qualifications:

• Bachelor's degree in Nursing or any Allied Health Profession (PT, OT, Midwifery, etc.)
• Professional license in Nursing or any Allied Health Profession issued by the PRC
• Preferably with 1 - 2 years clinical/hospital experience
• Highly developed problem-solving, decision-making and relationship building skills
• Strong verbal and written communication skills in English and Thai languages
• Strong organizational, time management, and administrative skills
• Ability to clearly communicate product information
• Excellent customer service skills
• Ability to multitask in a fast-paced environment
• Access to a stable, high-speed internet connection and a quiet workspace with minimal background noise, needed for phone calls with different departments and referral offices

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All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours.

All information will be kept confidential according to EEO guidelines.

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