锦鲤求职岗位描述
Job Purpose Statement 工作目的:
确保患者获得优质、高效、有温度的服务，并优化整个患者服务流程。
Aiming to ensure patients receive high-quality, efficient, and compassionate service, while optimizing the entire patient service process.
Key Accountabilities 主要工作职责:
团队管理与领导 (Team Management & Leadership)
负责管理患者服务团队，包括招聘、培训、指导、评估和激励团队成员。Responsible for managing the patient service team, including recruitment, training, coaching, evaluating, and motivating team members.
建立和维护积极的团队文化，促进协作和高效工作。Establish and maintain a positive team culture that promotes collaboration and efficient work.
确保团队成员具备提供卓越患者服务所需的技能和知识。Ensure team members possess the necessary skills and knowledge to provide excellent patient service.
患者体验管理 (Patient Experience Management)
制定和实施提升患者满意度和整体体验的策略与计划。Develop and implement strategies and plans to enhance patient satisfaction and overall experience.
监控、收集和分析患者反馈（如满意度调查、投诉、表扬信等）。Develop and implement strategies and plans to enhance patient satisfaction and overall experience.
识别服务流程中的问题和改进机会，推动优化措施以提升患者旅程的顺畅度和舒适Identify issues and opportunities for improvement within service processes to enhance the smoothness and comfort of the patient journey.
处理复杂的患者投诉和问题，寻求妥善解决方案。Handle complex patient complaints and issues, seeking appropriate resolutions.
服务流程优化 (Service Process Optimization)
负责患者服务流程的设计、执行和持续改进，例如预约、登记、引导、信息提供等。Responsible for the design, implementation, and continuous improvement of patient service processes, such as appointments, registration, guidance, and information provision.
确保服务流程符合医疗机构的规章制度和标准操作程序（SOP）。Ensure service processes comply with the institution's regulations and Standard Operating Procedures (SOPs)
协调跨部门（如临床、行政、财务等）合作，确保患者服务的连贯性。Coordinate cross-departmental collaboration (e.g., clinical, administrative, financial) to ensure the continuity of patient services.
沟通协调 (Communication & Coordination)
作为患者与医疗机构内部各部门之间的关键沟通桥梁。Act as a key communication bridge between patients and various internal departments of the healthcare institution.
确保患者及其家属获得清晰、准确、及时的信息。Ensure patients and their families receive clear, accurate, and timely information.
与临床医生、护士、行政人员等其他员工有效沟通，共同解决患者相关问题。Communicate effectively with other staff, such as clinicians, nurses, and administrative personnel, to jointly resolve patient-related issues.
政策与标准执行 (Policy & Standard Implementation)
确保患者服务团队遵守所有相关的法律法规、行业标准和医疗机构内部政策。Ensure the patient service team adheres to all relevant laws, regulations, industry standards, and internal institutional policies.
定期审查和更新患者服务相关的政策和流程。Regularly review and update policies and procedures related to patient services.
数据分析与报告 (Data Analysis & Reporting)
收集、整理和分析与患者服务相关的数据（如等待时间、服务量、满意度评分等）。Collect, organize, and analyze data related to patient services (e.g., wait times, service volume, satisfaction scores).
定期向管理层汇报患者服务运营状况、绩效指标和改进建议。Regularly report to management on the operational status, performance metrics, and improvement recommendations for patient services.
成本控制与资源管理 (Cost Control & Resource Management)
在预算范围内高效地管理患者服务相关的资源。Manage resources related to patient services efficiently within budget constraints.
寻求提高效率、降低成本的方法，同时不影响服务质量。Seek ways to improve efficiency and reduce costs without compromising service quality.
协助完成门诊的预算指标Assist in achieving the outpatient department’s budget targets.
Job Requirements 任职要求
相关专业大专以上学历.
至少7年及以上高端酒店行业客户服务相关工作经验。 Possess over 7 years of relevant work experience in premium hotel industry.
具备酒店服务管理及沟通协调的专业知识。Possess professional knowledge in hotel, service management, and communication coordination.
拥有出色的沟通、人际交往和团队领导能力。 Have excellent communication, interpersonal, and team leadership skills.
具备优秀的解决问题、组织规划和抗压能力Possess strong problem-solving, organizational planning, and stress resistance capabilities.
以患者为中心，具备高度的责任感、同理心与职业道德。Patient-centered, possessing a strong sense of responsibility, empathy, and professional ethics.
具有良好英语读写能力Good English knowledge.