ENVOY, CONCIERGE, CUSTOMER CARE AND EXPERIENCE (CCX)

Bandar Dato’ Onn Specialist Hospital; Malaysia; On-site; MYR 29,000 - 42,000; Full time

Job summary

KPJ Healthcare Berhad invites applications for a Customer Care & Experience role. You will greet patients, assist with inquiries, and coordinate with clinical and non-clinical staff to ensure smooth service delivery. The position emphasizes confidentiality and patient safety, aligning with international standards and local regulations.

You will follow OSH, PDPA, and ISO guidelines while delivering high-quality care and responsive service to our regional patients across multiple sites.

Qualifications

• SPM with relevant experience in nursing or public relations.
• Good written and spoken English.
• IT literacy and familiarity with Windows operating systems.

Responsibilities

• Greet and offer assistance to patients/customers.
• Maintain confidentiality of patients’ personal and medical information.
• Coordinate with consultants and staff to ensure smooth communication.
• Report equipment malfunctions to Head of Service promptly.
• Provide accurate information and efficient service in inquiries.
• Deliver prompt personalised service to all inquiries and feedback.

Skills

Customer service

Communication skills

Interpersonal skills

Public relations

Education

SPM

Tools

Microsoft Windows

Job description

SUMMARY OF DUTIES

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

JOB DESCRIPTION

1. 1. Liaison Functions
   • 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. 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. 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. 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. 5. PDPA Act 2010
   • To review and adopt internal personal data protection policies and practices to comply with the PDPA Act 2010.
6. 6. Participate actively in any other new service that is introduced
   • Ensure produce better result and Continual Improvement in delivering service to customers.
7. 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.

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.