ASSISTANT, CUSTOMER CARE & EXPERIENCE

KPJ Selangor Specialist Hospital

Ipoh

On-site

MYR 36,000 - 48,000

Full time

14 days+

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Job summary

KPJ Selangor Specialist Hospital in Ipoh seeks a courteous Customer Service Associate to warmly welcome visitors, greet patients, and guide them to clinics while providing accurate information.

You will coordinate with hospital departments, handle inquiries and complaints with empathy, support the patient journey, and contribute to monthly service improvement through feedback documentation and reporting.

Responsibilities

To warmly receive and assist visitors entering the hospital with a pleasant, professional and positive attitude.
To greet customers/patients promptly and guide them to their destinations within the hospital.
To provide accurate information to walk-in visitors and accompany them to clinics or departments as needed to ensure a smooth journey.
To manage and document all outpatient feedback for monthly reporting and service improvement.
To communicate with Heads of Department regarding feedback and grievances to facilitate timely resolution.
To work with Consultants, Admissions, Billing, Nursing, Front Lobby and other departments to ensure seamless coordination.
To handle calls professionally, address complaints with empathy and accuracy.
To maintain knowledge of hospital facilities and departments to provide reliable guidance.
To participate in health awareness programmes and campaigns to support hospital initiatives and community engagement.
To assist patients in arranging public transportation when requested.
To manage crowd flow at service counters and guide visitors to waiting areas or facilities such as the cafeteria.
To keep the lobby environment clean and report spills promptly.
To assist loyal families and VVIPs with warm reception and guiding them to destinations.
To oversee porter services and ensure wheelchairs and related equipment are available.
To explain and process the Customer Preferred Card application clearly and efficiently.
To coordinate valet services to ensure smooth traffic flow and convenience for patients and visitors.
To promote and explain KPJ Care App usage and benefits for patient engagement and KPI targets.

Job description

To warmly receive and assist all visitors entering ISH by demonstrating a pleasant, professional and positive attitude, reflecting courtesy, care, friendliness and reliability at all times.
To greet customers/patients promptly and guide them to their respective destinations within the hospital.
To provide accurate information to walk-in visitors and, when necessary, personally accompany them to the requested clinics or departments to ensure a smooth patient journey.
To manage and document all outpatient feedback received and compile the information for monthly reporting and service improvement purposes.
To communicate effectively with Heads of Department (HODs) regarding customers’ feedback and grievances to facilitate timely resolution and service recovery.
To work closely with Consultants, Admissions, Billing, Nursing, Front Lobby and other clinical and non-clinical departments to ensure seamless coordination and effective communication in meeting patients’ needs.
To handle customers’ calls in a professional, attentive and courteous manner, particularly when addressing complaints, ensuring that issues are managed with empathy and accuracy.
To maintain strong knowledge of the hospital’s facilities, services, consultants’ suites, and departmental locations in order to provide clear and reliable guidance to visitors.
To actively participate in indoor activities such as health awareness programmes and campaigns organised by the CCX Services to support hospital initiatives and community engagement.
To assist patients and visitors in arranging public transportation upon request.
To assist in managing crowd flow at service counters (cashier/billing) by guiding customers to appropriate waiting areas or facilities such as the cafeteria when necessary.
To ensure the hospital lobby environment remains clean, safe and presentable by promptly reporting or addressing any rubbish or fluid spills on the floor.
To remain alert to the arrival of loyal families and VVIP customers, provide a warm reception and personally guide them to their intended destinations within the hospital.
To oversee porter services and ensure wheelchairs and related assistance equipment are readily available for patients at all times.
To assist customers in the application of the Customer Preferred Card, clearly explain the benefits, usage, terms and conditions, and ensure prompt processing of the application.
To coordinate and monitor valet services to ensure smooth traffic flow and convenience for patients and visitors.
To actively promote and educate patients and visitors on the usage and benefits of the KPJ Care App, assisting them in downloading and registering the application as part of enhancing digital patient engagement and achieving the hospital’s service and KPI targets.