ASSISTANT, CUSTOMER CARE & EXPERIENCE

Ipoh Specialist Hospital; Ipoh; On-site; MYR 22,320 - 33,480; Full time

Job summary

Ipoh Specialist Hospital is seeking dedicated staff to warmly receive and assist visitors by reflecting courtesy, care, and a positive attitude. The role involves guiding customers to their destinations, providing accurate information, and managing feedback for service improvement.

Candidates will coordinate with various departments ensuring a seamless experience for patients and actively participate in community initiatives. Strong communication skills and knowledge of hospital services are essential.

Responsibilities

• Warmly receive and assist all visitors with a positive attitude.
• Greet customers/patients and guide them to their destinations.
• Provide accurate information to visitors and accompany them when necessary.
• Manage and document all outpatient feedback for reporting and improvement.
• Communicate with HODs regarding feedback and grievances.
• Work closely with various departments for effective communication.
• Handle customer calls courteously, especially complaints.
• Maintain strong knowledge of hospital facilities and services.
• Participate in health awareness programs and community engagement.
• Assist with arranging public transportation for patients/visitors.
• Manage crowd flow at service counters and guide customers.
• Ensure a clean and presentable lobby environment.
• Provide a warm reception for loyal families and VVIP customers.
• Oversee porter services and ensure availability of assistance equipment.
• Assist customers in applying for the Customer Preferred Card.
• Coordinate valet services for smooth traffic flow.
• Promote the KPJ Care App and assist in its registration.

Job description

Responsibilities

• To warmly receive and assist all visitors entering Ipoh Specialist Hospital 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 programmers and campaigns organised by the Customer Care Experience 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.