ENVOY, CONCIERGE, CUSTOMER CARE & EXPERIENCE

KPJ Selangor Specialist Hospital; Tebrau; On-site; MYR 28,000 - 42,000; Full time

Job summary

KPJ Selangor Specialist Hospital is seeking a Customer Care & Experience liaison to support CCX services. The role involves greeting patients, protecting confidentiality, coordinating with clinical and non-clinical staff, and ensuring timely, accurate information and resolution of customer requests.

Candidate should have SPM or equivalent, with 1–2 years' related experience; fluency in English; IT literacy, including Microsoft Windows.

Qualifications

• Minimum education is SPM; preference for experience in nursing or public relations.
• Strong interpersonal and communication abilities are essential.
• Fluent in English; good written and spoken communication.

Responsibilities

• Greet and offer assistance to patients/customers needing help.
• Maintain confidentiality of patients' personal and medical information.
• Coordinate with consultants and staff to ensure smooth service delivery.
• Report malfunctions of machines or equipment to the Head of Service.
• Provide accurate information and efficient service in response to inquiries.
• Deliver prompt, personalized service for all written, verbal and telephone inquiries.

Skills

Interpersonal skills

Communication skills

English proficiency

IT literacy

Education

SPM

Experience in nursing/Public relations

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

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.

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.

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.

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.

PDPA Act 2010

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

Participate actively in any other new service that is introduced

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

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.