ASSISTANT, CUSTOMER CARE & EXPERIENCE

KPJ Selangor Specialist Hospital; Kuala Lumpur; On-site; MYR 30,000 - 42,000; Full time

Job summary

KPJ Selangor Specialist Hospital is seeking a customer service professional to support front desk operations, patient registrations, and appointment coordination. The role involves handling GL processes with insurance, stock management, and accurate billing while delivering friendly, efficient service to patients and visitors.

The ideal candidate holds a Diploma in Business Administration or related field and has 1–2 years of customer service experience in healthcare or retail.

Qualifications

• Experience in customer service within healthcare or retail is preferred.
• Excellent communication and interpersonal skills.

Responsibilities

• Handle patient registration and follow up.
• Prepare documentation and apply Guarantee Letter (GL); check GL status with insurance.
• Arrange patient appointments based on clinic hours and surgeon schedule.
• Explain eye conditions or services to patients over counter or telephone.
• Order office supplies to internal purchasing monthly.
• Manage clinic medication stock including ordering and stock returns.
• Prepare daily patient files and maintain neat medical room records.
• Ensure charges billed and cash collected are accurate.
• Close daily till and reconcile with documents.
• Support additional roles as needed.
• Take basic Visual Acuity measurements and operate Auto-refractor.
• Discharge/dispense medications to patients.
• Collect patient feedback via surveys.
• Assist in company/marketing events as required.

Education

Diploma in Business Administration

Job description

The Customer Service is responsible for delivering excellent customer service by assisting patients and visitors, handling inquiries, managing appointments, and ensuring smooth front-desk operations. This role serves as the first point of contact and represents the professionalism and service quality of the clinic.

JOB DESCRIPTION

• Handle patient registration and patient follow up.

• Prepare the related documentation and apply Guarantee Letter (GL), check GL status of the patient (outpatients & inpatients) & follow-up with the Insurance Company when necessary.

• Arrange patient appointment according to clinic operation hour based on Consultant Ophthalmologist surgery/work schedule.

• Able to provide a quick explanation of the eye condition or service available as patient inquiry over the counter as well as over the phone.

• Monthly ordering of the office supplies to the internal purchasing department.

• Manage the medication stock for the clinic usage and flow (ordering, stock checking, stock return/exchange).

• Prepare the patient files on daily basis, ensure medical room record is neat and tidy.

• Ensure charges are billed accordingly to patient and the collection is accurate.

• Ensure daily closing till is supported with documents and tally with cash collection.

• Supporting role(s) – subject to operational needs.

• Take basic Visual Acuity and handle Auto-refractor machine.

• Discharging/dispensing medications to patients.

• Obtain patient feedback/testimonial by conducting patient surveys.

• Assist in company/marketing event (eg:roadshows / in-house event).

Any other work matters as per instruct by superior.

JOB REQUIREMENT

• Minimum Diploma in Business Administration, Customer Service, Healthcare Management, or related field.

1–2 years of working experience in customer service, preferably in a healthcare or retail setting (fresh graduates are welcome).