ENVOY, CARE LINE

Johor Specialist Hospital; Johor Bahru; Sur place; MYR 22 000 - 33 000; Plein temps

Résumé du poste

KPJ Healthcare Berhad invites applications for a Telephone Operator role within our patient services team. You will handle incoming calls, direct inquiries, and support front desk operations to ensure smooth communication across hospital departments.

The ideal candidate has a minimum SPM, a diploma is preferred, and you must be fluent in English and Malay. You will log calls, update records, and assist patients with empathy in a fast-paced environment.

Qualifications

• Experience as Telephone Operator or Front Desk in healthcare setting preferred.
• Basic knowledge of telephone switchboard operations.
• Discretion with confidential information expected.
• Customer-service oriented with a professional demeanor.

Responsabilités

• Answer and route incoming calls promptly with proper etiquette.
• Provide hospital information and assist with appointments and hours.
• Maintain a log of calls and update records as required.
• Escalate emergencies to the appropriate personnel according to protocol.
• Take messages and ensure delivery to the intended recipient.

Connaissances

Verbal communication

Active listening

Calm under pressure

Multitasking

Time management

Computer literacy

Formation

SPM or equivalent

Diploma in Customer Service/Communications or related field

Description du poste

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.

KPJ Healthcare Berhad is founded on the vision of being the preferred healthcare provider in the region. We are focused on delivering world-class quality healthcare services throughout our regional footprint across 5 countries, namely Malaysia, Indonesia, Thailand, Bangladesh, and Australia. We are in search of remarkable people to join us in exploring and discovering better healthcare solutions together. Whether you are a student, a graduate, or an experienced professional, discover the impact you could make with a career at KPJ.