CUSTOMER SERVICE, REFERRAL BUSINESS CENTRE

KPJ Healthcare Berhad; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

KPJ Healthcare Berhad, a leading private healthcare provider in Malaysia, seeks a Customer Service professional for its Referral Business Centre. The role focuses on managing inquiries and orders from specialists, doctors, and existing clients, tracing and resolving order issues, and maintaining strong relationships with medical professionals and institutions.

Responsibilities include logging interactions in the system, updating client profiles, coordinating with lab and logistics teams, and

Qualifications

• Query Management and Order Handling: Manage incoming calls and inquiries from specialists, doctors in government sector, and existing clients, resolving issues regarding lab services, test results or procedures.
• Customer Support and Relationship Management: Provide high-quality customer service, maintain strong relationships with clients including medical professionals and institutions.
• Record-Keeping and Documentation: Log all queries, orders and resolutions in the call center system; update client profiles and order history.
• Problem-Solving and Issue Resolution: Troubleshoot issues related to test orders, results, or services, coordinating with internal teams to resolve them.
• Reporting and Analysis: Track KPIs such as call response times, order fulfillment status, and customer satisfaction; provide reports.

Responsibilities

• Manage incoming calls and inquiries from specialists, doctors in the government sector, and existing clients; resolve issues regarding lab services, test results, or procedures.
• Handle orders and requests from GPs; ensure prompt processing and delivery of services.
• Trace and follow up on existing orders from medical labs, hospitals, and other healthcare institutions to ensure timely delivery and issue resolution.
• Provide high-quality customer service in a professional, courteous manner; maintain strong relationships with clients; act as liaison between healthcare professionals and laboratory staff.
• Log all queries, orders, and resolutions in the call center system; maintain client profiles and order history.
• Troubleshoot issues; coordinate with internal teams to resolve issues; provide feedback for improvements.
• Track KPIs; provide reports on call center activities and customer feedback.

Job description

CUSTOMER SERVICE, REFERRAL BUSINESS CENTRE

Responsible for managing and resolving queries and orders from specialists, doctors, GPs, and existing clientele, including medical labs and hospitals, across Malaysia. This role ensures that all inquiries are addressed promptly, and orders are tracked and traced efficiently, while maintaining high standards of customer service and satisfaction.

JOB DESCRIPTION

Query Management and Order Handling:

• Manage incoming calls and inquiries from specialists, doctors in the government sector, and existing clients, providing accurate information and resolving any issues regarding lab services, test results, or procedures.
• Handle orders and requests from existing General Practitioners (GPs), ensuring prompt processing and delivery of services.
• Trace and follow up on existing orders from medical labs, hospitals, and other healthcare institutions to ensure timely delivery and issue resolution.

Customer Support and Relationship Management:

• Provide high-quality customer service, offering support in a professional, courteous, and timely manner.
• Maintain strong relationships with existing clients, including medical professionals and institutions, ensuring satisfaction and repeat business.
• Act as a liaison between healthcare professionals and laboratory staff to ensure smooth communication and service delivery.

Record-Keeping and Documentation:

• Accurately log all queries, orders, and resolutions in the call center system, ensuring all information is current and easily accessible.
• Update and maintain client profiles and order history in the system for future reference.

Problem-Solving and Issue Resolution:

• Troubleshoot issues related to test orders, results, or services, coordinating with internal teams (e.g., laboratory or logistics) to resolve them.
• Provide feedback to relevant departments on recurring issues and suggest improvements in the process.

Reporting and Analysis:

• Track key performance indicators (KPIs) such as call response times, order fulfillment status, and customer satisfaction levels.
• Provide reports on call center activities, customer feedback, and potential areas for improvement.

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.

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.