ENVOY, CONCIERGE, CUSTOMER CARE AND EXPERIENCE (CCX)

KPJ Healthcare Berhad; Kuala Lumpur; On-site; MYR 33,000 - 50,000; Full time

Job summary

KPJ Healthcare Berhad is seeking an Envoy, Concierge, and Customer Care professional to support the Customer Care & Experience (CCX) function in delivering comprehensive services. The role involves greeting patients, safeguarding confidentiality, and coordinating with clinical and non-clinical staff to meet patient needs.

The position emphasizes patient safety, compliance with OSH and PDPA, and continual service improvement within KPJ’s integrated healthcare network.

Qualifications

• SPM required.
• Experience related to nursing or public relations preferred.
• Fluent in English with strong interpersonal and communication skills.

Responsibilities

• Greet and offer assistance to patients/customers who require help.
• Maintain confidentiality of patients’ personal and medical history.
• Work closely with Consultants and staff to ensure smooth coordination and continuous communication to meet patients’ needs.
• Report to Head of Service for any malfunction of machines/equipment.
• Provide prompt, personalized service across written, verbal, and telephone inquiries and feedback from customers.

Skills

Customer service

Communication skills

English fluency

IT literacy

Education

SPM

Tools

Microsoft Windows

Job description

ENVOY, CONCIERGE, CUSTOMER CARE AND EXPERIENCE (CCX)

To assist Customer Care & Experience (CCX) functions in providing a complete Customer Care & Experience (CCX) Services

JOB DESCRIPTION

• Greet and offers assistance to patients / customers who require help
• Keeps confidentiality of patients’ personal and medical history
• Works closely with Consultants & staff (clinical & non-clinical) to ensure smooth coordination and continuous communication to meet patients’ needs
• Report to Head of Service for any malfunction of machine / equipment
• Delivers accurate information and efficient service in answering requests, providing information and resolving issues on services for customers
• Provides prompt personalised service to all inquiries (written, verbal & telephone) and feedback from customers.

2. OSH Act & Regulations 1994

• Responsible and accountable to carry out duties as employee stipulated in OSH Act & Regulations 1994
• To take responsibility to carry at work for the safety of yourself and other persons
• To cooperate with your employer or any other person in the discharge of any duty
• To wear or use any protective equipment or clothing provided by the employer
• To comply with any instruction or measure on occupational safety and health.

3. Patient Safety Goal

• Ensure compliance of Patient Safety Goals as safety improvement measures as recommended by World Alliance for Patient Safety
• Ensure the policies on Patient and Family’s Rights are addressed at all times.

4. Integrated Management System

• Participates actively and encourages compliance to all policies and Procedures of ISO 9001:2015, ISO 14001, OHSAS 18001, ISO 14001:2015, Malaysian Hospital Accreditation Standards and PSG.

5. PDPA Act 2010

• To review and adopt internal personal data protection policies and practices to comply with the PDPA Act 2010.

6. Participate actively in any other new service that is introduced

• Ensure produce better result and Continual Improvement in delivering service to customers.

7. To perform other duties as and when required by the management

• Produce outcome within the expectation of the shareholder and customers.

JOB REQUIREMENT

Education:

• SPM
• Preferably with relevant experience related to nursing and Public Relations

EXPERIENCE REQUIRED

• 1 or 2 years working experience
• Working with less supervision, Nature, independent with a strong sense of self-initiative and motivation
• Good interpersonal, communication skill and fluent in both spoken and written English
• IT literate with knowledge of Microsoft Windows

PERSONAL CHARACTERISTICS

• Good in communication and managing skills. Possess excellent decision‑making, strategic thinking, leadership, interpersonal and ethical conduct skills.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Healthcare Services More than 10,000 employees

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.