Duty Nurse, Customer Relations - Medical Affairs

To work with different parties to handle feedback, complaints, PSS & NPS follow-up effectively and efficiently. Also, provide medical and nursing support to different teams and assist with conducting regular on-the-job professional training to CSD staff.

Job Responsibilities:

A)       Compliment/ Feedback/ PSS/ NPS Handling:

• Prepare meeting agenda and meeting notes; 

• Handle medical related including investigations and liaise with team leaders, supervisors, third parties, to collect information and resolving issues;

• Responsible to reply to client by phone/ in writing;

• Escalate case to Legal / Medical Director for advice when necessary;

• Handle nursing hotline enquiries, both by phone or by email;

• Handle after hour nursing hotline on call duty, including urgent approvals, advice on admissions and abnormal lab results;

• Prepare report for periodically review by relevant parties.

B)       Knowledge Management:

• Maintain up-to-date knowledge of industry developments;

• Review the SOP periodically and amend the content on a need basis to ensure the information and instructions are updated;

• Update/ brief team on product knowledge;
  
  

Job Requirements:

• University degree in Nursing;

• Qualified RN preferably with overseas training.

• Minimum five three years’ relevant experience in providing nursing duties for medical clinics/hospital;

• Experience in insurance industry and complaint handling is definitely advantage;

• Knowledgeable in general nursing information, and keep up-to-date with medical information and development;

• Logical, analytical and result-oriented, with excellent communication and customer-service skills;

• Demonstrate ability to work independently;

• Able to provide on call support according to team roster;

• Proficient in written and spoken English, fluent in Mandarin is required;

• Excellent presentation skill;

• Good computer skills including MS Office.

We offer attractive remuneration and fringe benefits. Interested parties please send your full resume with current salary and expected salary to People Team, Quality HealthCare Medical Services Limited, 6/F, Tower 1 & 2, The Quayside, 77 Hoi Bun Road, Kwun Tong, Kowloon, Hong Kong  or by clicking "Apply Now".

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