Hanoi Family Medical Practice ★ 3.0

1. Reception duties

• Greet patients upon arrival, sign them in, and obtain insurance information & any other necessary data.

• Outreach the patient, make sure every patient is treated; monitor & ensure an efficient flow of patient in/out including consultation, nurse triage, imaging, lab test, pharmacy and cashier.

• Be the front line of customer service; take initiative to resolve problems of unsatisfied patients in order to enhance the patient experience satisfaction.

• Answer multiple-line phones, emails, book/reschedule/cancel appointments, response to patients’ questions and provide accurate information when requested.

• Inform patients’ on-time on any changes of schedule.

• Advise patients of consultation fees, after hour’s charges, Public Holiday charges & specialist services & charges.

• Liaise with doctors, nursing staff, and claims department.

• Translate/ Interpret for doctors and patients when needed.

• Process payment and issue/correct/modify/cancel invoices.

• Explain practice arrangements and requirements for new and existing patients; give new patients the “new patient package”.

• Manage requests for home / hotel visits as part of emergency call service, including all relevant information. Deal efficiently in timely manner with emergency situations.

• Maintain a supply of relevant stationery at operation need & keep reception areas clean and tidy.

2. Appointment:

• Use booking online, traditional booking in order to ensure effective use of doctor and patient time.

• Maintain working knowledge of the appointment system i.e. times of office & after office hours, duration of appointments, knowledge of computer system, doctors' working hours, procedures for booking routine and urgent appointments.

• All patient data needed is obtained prior to render the service.

• Patients are provided advance information pertinent to visit (i.e., co-pays due, bringing insurance cards, arriving early for registration/check-in, etc.)

3. Operation of telephone system

• Receive and make calls as required. Divert calls and take messages as appropriate, recording information for Doctors to action (home visits, phone calls etc).

• Ensure phones are accurately transferred to the direct department for further queries.

4. Information Security

• Ensure that all patient interactions are dealt with confidentially and any confidential paperwork is dealt with in accordance with practice protocol.

5. Patient Liaison

• Provide non clinical patient care, dealing with requests for information, test results, requests to speak to clinical staff, ensuring confidentiality and privacy for patients.

• Ensure patients have access to any relevant leaflets & support services in relating to their hospitalization.