Patient Services Manager

New Frontier Vitality Limited
Posted on 12-Apr-21

Patient Services Manager

New Frontier Vitality Limited

Job Highlights

  • stationing in Shenzhen
  • experience in healthcare or service industry
  • good Putonghua and English

Job Description

Shenzhen New Frontier United Family Hospital
Located strategically in downtown Shenzhen and conveniently on top of Shawei Metro Station, the Shenzhen hospital will be supported by a world-class medical team providing comprehensive clinical services

Job Responsibilities:
  • Closely monitor and analyze patient services procedures 
  • Give recommendations and suggestions and start up projects to increase service level and service awareness
  • Provide feedback on patient satisfactions and implement necessary actions in service improvement for patients
  • Continuously develop and explore the concept of “Patient Experience” in the hospital and clinics by taking proactive measures and approaches to improve patients’ expectations and experience. 
  • Assist patients with general inquires, concerns and complaints to facilitate their visit to the hospital
  • Investigate and solve patient complaints, which may be complex or long-standing that have been passed on by PSO or other hospital staff.
  • Work closely with the SPSM, clinic Chairs and managers. Meet routinely with department chairs and managers to coordinate better patient experiences in their departments.
  • Responsible for maintaining a high level of Chinese customer service and ensuring that Patient Services Officers are properly trained to interact effectively with Patients and perform their duties as required.
  • Develop, motivate and monitor performance of direct reports under the supervision of the SPSM
  • Be open to new ideas which could benefit the hospital, and develop marketing strategies targeted for the Chinese local community by working closely with the marketing team.
  • Promote the hospital and services to create a larger Chinese patient database
  • Daily visit new Chinese inpatients assigned and deliver high quality service to them
  • Follow up calls and support for all Chinese patients
  • Concierge services for all Chinese VIP patients
  • Daily rounding on Chinese inpatients to review their satisfaction levels and support their needs during their stay
  • Daily rounding on Chinese outpatients to review their satisfaction level and support their needs during their visits to the clinics
  • Provide translations if needed to Chinese patients seeing foreign physicians or other services in which they may need extra help with language issues.
  • Assist with ensuring all patient services materials are in Chinese
  • Be available for on calls and shift work during weekends
  • Participate in Committees as requested
  • Perform Special Projects and other responsibilities as assigned by the hospital management
Job Requirements
  • Bachelor’s degree in service oriented disciplines or comparable education level showing capability of analytical thinking and delivering of job duties
  • Good in both Chinese and English
  • Knowledge of multi- culture and customer expectations 
  • 3-5 years' related experience in a service oriented industry, preferably healthcare, demonstrating ability to establish and maintain effective working relationships with patients and all levels of staff
Please apply in full resume stating date available, current and expected salary.

Additional Information

Career Level
Non-Degree Tertiary
Years of Experience
Job Type
Full Time

Company Overview

New Frontier Group is the leading healthcare company in China, with a vast network of patient-centric institutions and facilities built to provide a full spectrum of healthcare services for patients.

New Frontier currently organizes its portfolio under 3 major verticals - Healthcare, Technology & Business Services, and Education, with a strong focus on healthcare, and will continue to expand its business. Moreover, New Frontier Health Corporation, our New York Stock Exchange-listed company, owns and operates United Family Healthcare, the leading private healthcare provider providing comprehensive premium healthcare services in China.

Additional Company Information

Information Technology
Benefits & Others
Medical insurance, Performance bonus, Five-day work week