Customer Care Executive

Columbia Asia Hospital - Batu Kawan; Batu Kawan; On-site; MYR 4,000 - 6,400; Full time

Job summary

Columbia Asia Hospital - Batu Kawan is seeking a Customer Care Supervisor to guide and support Customer Care Assistants in executing assigned work and providing general information about services offered by the hospitals.

You will direct guests, patients, relatives and vendors to the appropriate departments, assist with complaints, and work across Registration, Telephone, Admission and Scheduling counters to ensure smooth operations.

Qualifications

• Diploma in PR/ Marketing.
• Two to three years experience in customer relations in hospital/hotel.
• Have good command in both English and Bahasa Malaysia (written and spoken).
• Able to work independently.

Responsibilities

• Supervise all four sections in Customer Care Department (Telephone, Registration Counter, Admission Counter and Appointments and Scheduling counter).
• Oversee and assist staff to register, screen, assign and accompany patients to the appropriate consultants.
• Oversee and assist to accompany and direct patients to various departments / Nursing Station.
• Explain admission procedures and ensure consent forms, visiting hours and deposits are properly handled.
• Explain the admission and discharge process to patients/relatives.
• Monitor bed status and visit admitted patients daily to obtain feedback.
• Assist Marketing Service to promote hospital services and facility information via brochures and pamphlets.
• Assist in health screenings for corporate/non corporate customers.
• Report incidents to Customer Care Manager.
• Arrange baggage handling and other services requested by patients and relatives.
• Lead or supervise a team of customer care staff.

Skills

Interpersonal skills

Communication skills

Education

Diploma in PR/ Marketing

Job description

Take responsibility and guide and assist Customer Care Assistants (CCA) in executing assigned work.

Provide general information to customers on services offered by the hospitals.

Direct guests, patients, relatives and vendors to the appropriate departments or staff.

Assist in customer complaints and feedback program.

Duties and Responsibilities:

1. Supervise all four sections in Customer Care Department (Telephone, Registration Counter, Admission Counter and Appointments and Scheduling counter).

2. Oversee and assist staff to register, screen, assign and accompany patients to the appropriate consultants.

3. Oversee and assist to accompany and direct patients to various departments / Nursing Station.

4. Oversee and assist admission from OPD and ER / Emergency, ensure the following;

• the consent form is signed by the patient or guardian.
• the visiting hours, passes, admission kit, valuables, tariff sheets, phone activation, café, nurse stations, folders, wrist band, room familiarization, provides important phone numbers, etc are explained.
• information on top up deposits are given and are collected.

1. Ensure CCA perform all defined procedures accurately which include admission and appointment schedule, room allocation process, etc.

2. Explain the admission and discharge process to the patients/relatives.

3. Monitor bed status - for visitor enquiry and reports.

4. Visit all patients admitted on a daily basis in order to obtain direct feedback from patients/relatives.

9. Assist Marketing Service to consolidate and promote hospital services and facility information i.e. promotions, packages via brochures and pamphlets.

10. Assist in the health screenings for corporate / non corporate customers.

11. Report any incidence that occurred at the hospital to the Customer Care Manager.

12. Arrange for baggage handling and other services requested by patients and relatives.

13. Assist to lead or supervise a team of customer care staff.

14. Perform any other related duties as assigned or directed.

Education and Requirements:

Diploma in PR/ Marketing.

Two to three years experience in customer relations in hospital/hotel.

Have good command in both English and Bahasa Malaysia (written and spoken).

Able to work independently.

Special Demands:

Good interpersonal and communication skills.

Columbia Asia Group of hospitals, established in Malaysia in 1996, is an international healthcare company operating medical facilities in Malaysia, Indonesia, and Vietnam. Columbia Asia hospitals are now part of Asia One Healthcare, which is majority-owned by Hong Leong Group and the global alternative asset management firm, TPG. Since its inception, Columbia Asia has dedicated and provided top-notch healthcare services across Southeast Asia for more than two decades. With 14 advanced medical facilities in Malaysia strategically located in densely populated areas, it aims to provide the best care possible closer to home with its tagline "Right Here For You".

Columbia Asia Group of hospitals, established in Malaysia in 1996, is an international healthcare company operating medical facilities in Malaysia, Indonesia, and Vietnam. Columbia Asia hospitals are now part of Asia One Healthcare, which is majority-owned by Hong Leong Group and the global alternative asset management firm, TPG. Since its inception, Columbia Asia has dedicated and provided top-notch healthcare services across Southeast Asia for more than two decades. With 14 advanced medical facilities in Malaysia strategically located in densely populated areas, it aims to provide the best care possible closer to home with its tagline "Right Here For You".