ASSISTANT, CUSTOMER CARE & EXPERIENCE

KPJ Healthcare Berhad; Kuala Lumpur; On-site; MYR 33,000 - 60,000; Full time

Job summary

KPJ Healthcare Berhad is seeking a courteous frontline coordinator at ISH to warmly welcome visitors, greet patients promptly, and guide them to the correct destinations within the hospital.

You will provide accurate information, assist with clinic navigation, and accompany patients when needed to ensure a smooth journey through the facility.

Responsibilities

• Greet customers/patients promptly and guide them to their destinations within the hospital.
• Provide accurate information to walk-in visitors and accompany them to requested clinics or departments as needed.
• Manage and document outpatient feedback for monthly reporting and service improvement.
• Communicate with Heads of Department (HODs) regarding feedback and grievances for timely resolution.
• Coordinate with Consultants, Admissions, Billing, Nursing, Front Lobby and other departments for seamless patient flow.
• Handle calls professionally, address complaints with empathy and accuracy.
• Maintain up-to-date knowledge of hospital facilities, services, and locations to guide visitors clearly.
• Promote and assist with KPJ Care App usage to enhance patient engagement.
• Assist patients and visitors with arranging public transportation upon request.
• Manage crowd flow at service counters and guide to waiting areas and facilities such as the cafeteria.
• Ensure lobby area remains clean, safe, and presentable and promptly report spills.
• Welcome loyal families and VVIPs warmly and guide them to their destinations within the hospital.
• Oversee porter services and ensure wheelchairs and related equipment are available at all times.
• Explain benefits and terms of the Customer Preferred Card and ensure prompt processing.
• Coordinate valet services to maintain smooth traffic flow for patients and visitors.

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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Healthcare Services More than 10,000 employees

KPJ Healthcare Berhad is the leading provider of private healthcare services in Malaysia, with a history dating back to 1981 when it introduced the first private specialist hospital in Johor. The Group's core values of Safety, Courtesy, Integrity, Professionalism, and Continuous Improvement drive its integrated network of more than 29 specialist hospitals across Malaysia. Additionally, KPJ has expanded its presence internationally, with hospitals in Indonesia, Bangkok, and Bangladesh, as well as investments in retirement and age-care resorts in Australia and Malaysia.

KPJ's competitive advantage stems from its extensive reach and accessibility throughout the nation, offering a wide range of medical specialist services, some of which are pioneering in the country's healthcare industry. The company also excels in utilizing integrated technology to enhance patient care, including the adoption of Cloud Computing and continuous improvements to the KPJ Clinical Information System (KCIS). Furthermore, KPJ is exploring digitalized medical technology applications in areas such as E-Pharmacy, wearable technology, robotics, Artificial Intelligence (AI), and the Internet of Things (IoT).

With over three and a half decades of experience in hospital development and management, KPJ is built on strong fundamentals, positioning it well for the evolving healthcare industry. The company's health tourism segment has experienced significant growth through aggressive marketing strategies, expanding its footprint in various regions.

In addition to hospital-based care, KPJ has made strides in healthcare-related industries, particularly in KPJ Senior Living Care services and Healthcare Education, recognizing their potential for the future due to increasing consumer demand. KPJ hospitals have received recognition from accreditation bodies, ensuring the quality and safety of their services.

The company is committed to giving back to the community and has established a network of Klinik Wakaf An-Nur (KWAN) charity clinics and a Hospital Waqaf An-Nur (HWAN) to provide care to the underprivileged. With 18 KWAN clinics and five mobile clinics, KPJ's efforts have positively impacted over one million patients since 1998.

Overall, KPJ Healthcare Berhad's extensive network, commitment to innovation, and dedication to quality healthcare services and community outreach make it a prominent and trusted player in the private healthcare industry.

KPJ Healthcare Berhad is the leading provider of private healthcare services in Malaysia, with a history dating back to 1981 when it introduced the first private specialist hospital in Johor. The Group's core values of Safety, Courtesy, Integrity, Professionalism, and Continuous Improvement drive its integrated network of more than 29 specialist hospitals across Malaysia. Additionally, KPJ has expanded its presence internationally, with hospitals in Indonesia, Bangkok, and Bangladesh, as well as investments in retirement and age-care resorts in Australia and Malaysia.

KPJ's competitive advantage stems from its extensive reach and accessibility throughout the nation, offering a wide range of medical specialist services, some of which are pioneering in the country's healthcare industry. The company also excels in utilizing integrated technology to enhance patient care, including the adoption of Cloud Computing and continuous improvements to the KPJ Clinical Information System (KCIS). Furthermore, KPJ is exploring digitalized medical technology applications in areas such as E-Pharmacy, wearable technology, robotics, Artificial Intelligence (AI), and the Internet of Things (IoT).

With over three and a half decades of experience in hospital development and management, KPJ is built on strong fundamentals, positioning it well for the evolving healthcare industry. The company's health tourism segment has experienced significant growth through aggressive marketing strategies, expanding its footprint in various regions.

In addition to hospital-based care, KPJ has made strides in healthcare-related industries, particularly in KPJ Senior Living Care services and Healthcare Education, recognizing their potential for the future due to increasing consumer demand. KPJ hospitals have received recognition from accreditation bodies, ensuring the quality and safety of their services.

The company is committed to giving back to the community and has established a network of Klinik Wakaf An-Nur (KWAN) charity clinics and a Hospital Waqaf An-Nur (HWAN) to provide care to the underprivileged. With 18 KWAN clinics and five mobile clinics, KPJ's efforts have positively impacted over one million patients since 1998.

Overall, KPJ Healthcare Berhad's extensive network, commitment to innovation, and dedication to quality healthcare services and community outreach make it a prominent and trusted player in the private healthcare industry.