Hanoi Capital Region
Customer Service professional with healthcare experience in private hospitals and clinics. Skilled in customer experience, patient coordination, and service quality improvement, with experience supporting operational coordination and cross-department collaboration to ensure smooth and efficient service delivery.
1/ Customer Service & Patient Care - Managed multi-channel customer inquiries (hotline, Facebook, Zalo), provided service information, and scheduled appointments. - Supported patients throughout the care journey, including follow-ups, appointment reminders, and customer retention. - Maintained customer records and medical data in the system. - Handled feedback and complaints to ensure high customer satisfaction. - Assisted front desk operations, VIP patient services, and interpretation when required. - Participated in the operation of the 365 Medihome Smart Healthcare project. 2/ Clinic Operations Supervision - Oversaw daily clinic operations to ensure smooth and efficient patient flow. - Coordinated cross-functional teams (reception, customer service, nursing, support staff) to maintain service quality. - Monitored compliance with operational procedures and resolved daily issues. - Supervised customer service standards and managed patient feedback. - Prepared operational reports and recommended process improvements to management.
- Provided interpretation for foreign doctors during consultations, treatments, training sessions, and patient interactions. - Assisted patients in understanding medical conditions, treatment plans, and healthcare instructions. - Coordinated with consultants, technicians, and other departments to ensure efficient clinical operations. - Monitored patient progress and provided follow-up care and customer support. - Maintained medical records, consultation notes, and professional documentation. - Prepared patient summaries and reports for management. - Supported clinic business, marketing, and communication activities. - Assisted in training and supervising new staff.
- Led and developed the Customer Service team, ensuring excellent patient experience and service quality. - Coordinated appointments, treatment consultations, and communication between patients and dentists. - Supported treatment planning and collaborated with clinical teams to optimize patient care. - Improved customer service processes, booking systems, and operational procedures. - Managed staff recruitment, training, performance evaluation, and policy implementation.
- Led the English-speaking customer service team, overseeing training, performance, and service quality. - Delivered high-quality support to international clients, VIP customers, and emergency assistance cases. - Managed escalated complaints and ensured customer satisfaction through effective issue resolution. - Partnered with cross-functional teams (IT, Marketing, Operations) to optimize systems, processes, and customer experience. - Translated business documents and prepared management reports to support operational objectives.
- Provided client support and medical information via phone and email; arranged appointments with healthcare professionals. - Coordinated medical documentation and ensured timely communication between clients and relevant stakeholders. - Acted as the key point of contact between the Training and Customer Service Departments. - Organized training programs and monitored staff participation and compliance. - Supported office administration through reporting, resource management, and internal event coordination.