• Supervise day-today activities of the Clinic and improve the process capability.
• Executes all operational processes in line with the Branch Manager and monitors effectiveness
• Attend patients and their relatives at CosmeSurge unit to satisfy their non-medical needs. 
• Handle enquiries, payments and provide a high level of support and information to patients/guests.

Operations - Ethical Practice

• Supervise and co-ordinate all activities with various departments and patients and their attendants.
• Responsible for supervising, preparation of duty schedule, daily assignment, and other administrative task
• Make, change, or coordinate appointments for patients via email or telephone according to the coordination of care procedures and confirming the appointments of the next day.
• Actively manage patient complaints
• Makes changes in staff as needed to accommodate patient volume.
• Supervise the workflow within the clinic including patient registration.
• Responsible for staff performance evaluation and continuous staff development and training programs
• Overview and manages facility’s patient lead/call center system and provide daily/weekly reports to the Branch Manager as and when needed.
• Manage front desk practice correspondence and administration.
• Monitor all the reception staffs and get firsthand information.
• Ensure staff operate within company policy and procedure.
• Work towards achieving the best when it comes to the number of visits in the clinic.
• Establish communication with the patient and their attendants and get feedback about clinics visits, stay, and patient care and maintain a record of the same for evaluation.
• Act as a troubleshooter and investigator as and when required.
• Take extra care of any VIP patient and keep the Branch Manager updated.
• Build and promote the image of the facility.
• Act as a coordinator between patient, doctor, and administration department.
• Explain services available and need for the proper use of it.
• Frequent inspection for the managing and cleanliness of the lobby, reception, concierge, and hospital/clinic entrance.
• Handle patient complaint in a timely manner, takes notes and seeks HOD’s assistance if the complaint cannot be solved within the department.
• To report on time to the shift and be flexible to move to another area if needed. Shall be flexible to change duty timing based on organization need.
• Update the shift checklist and make sure that all the tasks are completed.
• Be updated about the accepted insurance cards in the hospital/clinic.

Customer Service

• Adhere to the clinic’s vision, mission, and core values.
• Adhere to the hospitals telephone standards.
• Perform duties such as straightening magazines to maintain lobby or reception area.
• Knowledge principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

Communication

• Exercise good judgment and maintain confidentiality in maintaining critical and sensitive information, records, and reports.
• Effectively and consistently communicates to administrative personnel and encourage interactive departmental meetings and discussions.
• Communicates the mission ethics and goals as well as the focus statement of the department.
• Professional attitude and aptitude towards communication keeping in mind that in every communication to internal or external customers the company is represented.

Other Responsibilities

• Guide and mentor junior and new staff.
• Encourage multi-disciplinary teamwork.
• Implement CosmeSurge policies & procedures.
• Apply oneself to the job, continually upgrade oneself, and embrace the CosmeSurge core values.
• Care for their own and their colleagues’ health, safety and wellbeing, and awareness and contribution to the environment.
• Act as translator if needed.
• Performs any other job assigned by the reporting Manager.

• Suitable Graduation Degree
• Master Degree in Hospital Management (preferred)

• Minimum 4 years of experience in a similar field with at least 2 years in a similar position

Skills & Competencies Required

• Innovative with strong service focused approach, interpersonal, negotiating and influencing skills
• Flexible and open minded approach
• Adequate knowledge of computer applications (i.e. word, excel, etc.)
• Excellent communication skills, both written and verbal
• Deal with complaints in professional manner
• Excellent interpersonal skills
• Highly analytic skills
• Ability to organize and prioritize
• Good time management skills

• Maintain good appearance and proper demeanor at work.
• Safety conscious, motivated, able to manage pressure, takes initiative.
• Displays integrity and honesty
• Is service oriented and customer focused