Customer Service Manager

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What We Can Offer

Salary month 13
Annual health check
12 Annual Leave

Job Description

• To be responsible for the direct supervision and support of the Customer Service Representative staff in the clinic
• To ensure that the highest standard of customer service is provided in full accordance with both the company and clinic standard operating policies and procedures (POP’s).
• To have a comprehensive working knowledge and understanding of the POP’s relating to the position of Customer Service Representative
• To have a comprehensive knowledge of the various types of Insurance agreements used in the clinic.
• To liaise with the sales and marketing team
• To assist the sales and marketing team in promoting our health services to the community
• To ensure a smooth flow of work within the clinic by maintaining effective and harmonious relationships with other departments and the staff therein.
• To follow the company guidelines regarding Customer Service Representative staff’s continuing professional development and training with assistance from the Customer Relations Executive (CRE).
• To provide a high standard of customer & telephone service and to set a good example to other staff members.
• To assist the client by keeping them informed throughout their time in the clinic and maintaining their comfort e.g. offering tea & coffee, greeting the client on entry to the clinic.
• To work with the all members of the health care provider team to establish, promote and maintain effective customer service.
• To maintain up-to-date knowledge of the electronic Clinic Management System (RCMS) and the patient invoicing process.
• To ensure that the CSR staff are fully compliant with the patient invoicing process
• To assist with incidents and accident review and reporting as per the relevant POP.
• To conduct monthly audits on documentation and medical records and, with guidance from the CRE, take action to improve the quality of customer service.
• To ensure strict client confidentiality at all times as per SOPP
• To report on the clinic CQI program at the monthly senior staff meeting.
• To ensure new staff members undergoes a program of orientation and training regarding the company, the clinic, and the Customer Service Representative area.
• To work with clinic manager in the evaluation of performance at the end of the two-month probationary period.
• To evaluate and implement any new procedures and to ensure the training of reception staff in new procedures.
• To have overall responsibility for the cleanliness and aesthetics of the reception are including the Japanese desk.
• To ensure efficient administration and storage of medical files including X-ray films.
• To keep up-to-date lists of credit agreements, Insurance procedures, privileged access members etc.
• To ensure the efficient administration of the cashless medical service and direct billing claims to insurance companies
• To assist the accounting department regarding matters concerning lost receipts, receipts for insurance purposes, refunds, daily deposits of cash, credit card receipts, checks, and credit problems and accounts receivables.
• Maintain the clinic computer system back-up report is made at the start and the end of working day as per ICT POP
• To maintain strict confidentiality of all clients and Raffles Medical business.
• To inform the CM whenever there is an issue, incident or accident involving a client or member of staff.
• To report any ICT problems immediately to the ICT Department and to keep accurate records of these occurrences and action taken.
• To be compliant with all Standard Operating Policies and Procedures (SOPP) as they apply to the CSR role and job description.
• To ensure that any accounts receivable (AR) are followed up daily and the activity recorded as per SOPP.
• To assist in the administration of all insurance claims (OTAI and main desk)– Insurance claims, as per POP.
• To provide assistance to the Clinic Manager & CMO regarding ad-hoc projects related to the reception function.
• To have a working knowledge and understanding of the Infection Control and Hazardous Exposure POP’s.
• To be a team player and carry out other duties as requested by the Clinic Manager/ CMO
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Job Requirements

• Strong understanding of the client service process with at least five years at manager level
• Diploma or bachelor’s degree. Post graduate qualifications an advantage but not essential
• Proficient in English.
• Attention to detail and a problem solving approach.
• Customer-focused with good customer-handling skills.
• Ability to interact with various cultures and all levels in a multinational environment.
• Ability to analyze / solve problems in a fast paced environment.
• Multi-tasking capabilities to accommodate a multi-unit organization.
• Ability to demonstrate a professional manner always
• Initiative, friendly, tactful attitude, and empathy to patients.
• To be punctual and ensure good attendance.
• A neat and clean personal appearance.
• Willing to work on flexible time.

• Attractive salary and bonus
• Professional, dynamic working environment

If qualified candidate interested in this position, please send the English CV via VietnamWorks or to Raffles Medical Clinic in HCM: 167A Nam Ky Khoi Nghia Street, District 3, HCMC.

Job Locations

167A Nam Ky Khoi Nghia Street, District 3, HCMC

Raffles Medical Group is a leading medical group and the largest private group practice in Singapore. It has been operating for 40 years and has over 100 clinics and hospitals in Singapore, Hong Kong, China and Japan and now expanding into indochina. For more information, please visit

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167A Nam Ky Khoi Nghia, Ward 7, District 3, HCMC
100-499 staffs
HR Department


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