ENVOY, CARE LINE

KPJ Selangor Specialist Hospital; Johor Bahru; On-site; MYR 21,000 - 34,000; Full time

Job summary

KPJ Selangor Specialist Hospital is seeking a Telephone Operator/Front Desk staff to handle high-volume calls and provide courteous patient assistance. You will direct calls, provide hospital information, and log communications to support seamless operations.

The role requires strong communication, calm handling of pressure, and basic computer skills to log calls and update records. Knowledge of Malay and English is advantageous for patient interactions in a busy hospital environment.

Qualifications

• Minimum SPM or equivalent.
• Diploma in Customer Service, Communications, or a related field (preferred).
• Basic knowledge of telephone switchboard operations.

Responsibilities

• Answer incoming calls promptly and professionally with correct telephone etiquette.
• Direct calls to the appropriate departments, doctors, or personnel.
• Provide information on hospital services, operating hours, and appointments.
• Take messages accurately and ensure delivery to recipients promptly.
• Maintain a log of calls and update hospital contact lists.
• Respond to emergency calls according to hospital protocols and escalate when needed.

Skills

Verbal communication

Calm under pressure

Multitasking

Time management

Basic computer skills

Listening skills

English

Malay

Education

SPM or equivalent

Diploma in Customer Service/Communications

Tools

Telephone switchboard

Job description

Job Description

Call Handling & Communication

• Answer all incoming calls promptly and professionally by implementing correct telephone etiquette

• Direct calls to the appropriate departments, doctors, or personnel.

• Handle patient inquiries and provide basic hospital information.

• Manage internal calls between departments efficiently.

• Ensure emergency calls are escalated immediately to the relevant personnel.

Customer Service & Patient Assistance

• Provide clear and concise information regarding hospital services, operating hours, and appointments.

• Offer polite and empathetic communication, ensuring a positive experience for callers.

• Take messages accurately and ensure they are delivered to the intended recipient promptly.

System & Call Management

• Maintain a log of incoming and outgoing calls for record-keeping and reference.

• Update the telephone directory and hospital contact lists regularly.

• Report on any telephone system issues to the HOS, IT or maintenance department.

Emergency & Critical Situations

• Respond to emergency calls according to hospital protocols.

• Inform security, medical staff, or relevant departments in urgent situations.

• Ensure immediate action is taken for distress or emergency calls from patients or visitors.

Job Requirement

Education

• Minimum SPM or equivalent.

• Diploma in Customer Service, Communications, or a related field (preferred).

Knowledge and Experience

• Previous experience as a Telephone Operator, Front Desk Personnel, or Customer Service Representative (preferably in a healthcare setting).

• Basic knowledge of telephone switchboard operations.

Skills & Competencies

• Excellent verbal communication and listening skills.

• Ability to remain calm and professional under pressure.

• Strong multitasking and time management skills.

• Basic computer skills for logging calls and updating records.

Special Skills Required

• Proficiency in English, Malay, and other relevant languages (advantageous).

• Ability to handle sensitive and confidential information with discretion.

Personal Attributes

• Friendly, patient, and service-oriented attitude.

• Strong sense of responsibility and teamwork.

• Professional phone etiquette and courteous demeanor.

• Adaptable and able to work in fast-paced environments.