ENVOY, CARE LINE, CUSTOMER CARE & EXPERIENCE

KPJ Penang Specialist Hospital; Penang; On-site; MYR 28,000 - 39,000; Full time

Job summary

KPJ Penang Specialist Hospital is seeking an attentive hospital telephonist to manage incoming and outgoing calls, direct inquiries to the right services, and assist patients and visitors with information. The role requires maintaining confidentiality and a courteous, professional approach at all times.

Responsibilities include handling emergencies per hospital protocols, updating contact lists, and coordinating with departments to ensure smooth communication flow.

Qualifications

• Minimum 1 year experience in telephonis or customer service.
• Strong communication and listening skills, with focus on confidentiality.

Responsibilities

• Answer and manage incoming calls promptly and courteously.
• Direct calls to appropriate departments or personnel.
• Handle emergency calls in line with hospital protocols.
• Maintain updated contact lists, extensions, and directories.
• Provide polite and empathetic customer service to patients, relatives, and visitors.

Skills

Telephone handling

Customer service

Communication skills

Confidentiality

Education

SPM

Job description

SUMMARY OF DUTIES

A hospital telephonist is responsible for handling incoming and outgoing calls, directing enquiries to the right services, assisting patients and visitors with information, relaying messages accurately, managing emergency communication according to hospital protocols, and ensuring confidentiality while providing courteous and professional service at all times

MAIN DUTIES RESPONSIBILITIES

1. Answer and manage incoming calls promptly and courteously.
2. Direct calls to the appropriate departments or personnel.
3. Manage outgoing calls for staff and official communication
4. Handle emergency calls in line with hospital protocols Maintain updated contact lists, extensions, and directories Uphold confidentiality in all communications.
5. Provide polite and empathetic customer service to patients, relatives, and visitors over the phone.
6. Adhere to the Standard People Practice. To perform any other duties, without hesitations as and when required by the management.
7. To attend and participate in department meeting and briefing Reporting unsafe practices, near misses, incidents and accidents.
8. Ensure the policies on patients and family rights are addressed at all times
9. Ensure compliance of Patient Safety Goals as safety improvement measures. To carry out duties as an employee as stipulated in Occupational Safety and Health Act and regulation 1994. a) To take reasonable care at work for the safety of yourself and other persons. b) To co-operate with your employer or any other person in the discharge of any duty. c) To wear or use any protective or measure on occupational safety and health. d) To comply with any instruction or measure on occupational safety.
10. Adopt the policies and procedures of ISO 9001: 2015, ISO14001: 2015, ISO45001: 2018, Malaysian Hospital Accreditation Standards and Joint Commission International Accreditation Standard.

QUALIFICATIONS REQUIRED

SPM EXPERIENCE REQUIRED 1 year experience in telephonis /Customer Service

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.