Customer Service/ Patient Relations Executive

Sunway Medical Centre; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading healthcare facility is seeking a Customer Service/Patient Relations Executive. This role involves assisting patients, managing enquiries, and ensuring exceptional customer care. Ideal candidates will have a diploma or degree in relevant fields and experience in a hospital setting. A good listener with excellent communication skills will thrive in this energetic and supportive environment.

Benefits

Medical, Dental and Optical benefits

Contractual bonus and Performance bonus

Discount rate with other Sunway Business Units

Young, energetic and fun working environment

Qualifications

• Minimum 1 year working experience in a hospital setting.
• Able to work 6 days a week including weekends.
• Proficient in English and Malay.

Responsibilities

• Assist customers/patients by directing them to respective departments.
• Handle customer feedbacks promptly and professionally.
• Triaging patients to provide appropriate referrals.

Skills

Good Listener

Customer Service

Communication

Education

Diploma or Degree in Nursing/Hospitality Services

Job description

Customer Service/ Patient Relations Executive

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Customer Service and Attend to Enquiries

• Receive customers’ enquiries (walk-in or via telephone) and provide the information required
• Providing clear directions of Hospital’s facilities to customer upon inquiry
• Handling customer/patients’ queries and providing clear explanations and information
• Assisting patients by directing the customers to the respective departments and/or consultants’ clinic
• Triaging /understanding patients’ medical condition so as to be able to provide correct/appropriate referral to the consultants
• Providing personalized attention to customers especially for all customers who face any difficulty when dealing with us
• Ensuring that all customer enquiries and concern are promptly looked at and addressed appropriately
• Complying with the basic customer service courtesy protocol – greetings, smile and eye contact and to address to customers appropriately
• Maintaining customers’/patients’ confidentiality and discreteness at all times.

Attend to VVIP/VIP Patients/Customers

• To receive information of VVIP/VIP patients/customers from Manager, Customer Service or Senior Manager, Customer Service
• Assist the VVIP/VIPs in the logistics around the hospital (i.e.: registration, escorting, etc) where required
• Conduct patient rounds within the hospital (i.e.: wards, outpatient departments, admission/discharge areas, A&E, etc)
• To assess/screen patients during rounds in order to provide immediate assistance where required

Handling of Customers’ Feedbacks

• Address to all customers’ feedbacks promptly and professionally
• Calm angry complainant and to bring them to the discussion room, to avoid any interruption and misunderstandings
• To ensure proper follow through for all complaint cases until resolution
• To arrange meetings by coordinating between the relevant departments' HOD/TL to attend to the complainant
• To draft reply letters for the complainant based on the input provided by the relevant departments

Requirement & Qualifications:

• Diploma or Degree in Nursing/Hospitality Services (Customer Service related) or any other medical related field
• Working experience in a hospital setting or healthcare industry is an added advantage
• Minimum 1 year working experience
• Able to work 6 days a week including weekends/PH
• Good Listener
• Proficient in English and Malay. Able to speak in Mandarin would be an added advantage
• Contractual bonus and Performance bonus.
• Medical, Dental and Optical benefits. .
• Rewards and recognition: Long Service Award.
• Discount rate with other Sunway Business Units (i.e. Theme Park, Hospitality, Education, Property, Medical, Retail, Food & Beverages), Sports and Recreational, Family Day.
• Open communication. Young, energetic and fun working environment.

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Salary match Number of applicants Skills match

Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? Which of the following types of qualifications do you have? How many years' experience do you have as a Patient Relations Executive? Do you have customer service experience? Which of the following languages are you fluent in? How many years' experience do you have as a Complaint Handling Executive? Do you have management experience in the healthcare services industry?

Sunway Healthcare is part of the Sunway Group, one of Malaysia's largest conglomerates with core interest in property, construction, education and healthcare. The group currently runs Sunway Medical Centre, which is one of the largest private tertiary hospitals in the region with 636 beds and is accredited with the Australian Council on Healthcare Standards (ACHS). The group is also building 5 more hospitals in different cities in Malaysia which will complete in stages over the next four years.

Sunway Healthcare is part of the Sunway Group, one of Malaysia's largest conglomerates with core interest in property, construction, education and healthcare. The group currently runs Sunway Medical Centre, which is one of the largest private tertiary hospitals in the region with 636 beds and is accredited with the Australian Council on Healthcare Standards (ACHS). The group is also building 5 more hospitals in different cities in Malaysia which will complete in stages over the next four years.

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