Patient Experience Advocate & Care Concierge

KPJ Healthcare Berhad; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

KPJ Healthcare Berhad in Malaysia seeks an Envoy, Concierge, Customer Care & Experience to act as ambassador of patient and customer experience, ensuring service excellence across the hospital. You will promote a culture of caring, compassion, and continuous improvement while supporting staff in delivering outstanding customer service.

This role emphasizes effective communication, active listening, empathy, and resilience under pressure while upholding safety and privacy standards.

Qualifications

• Preferably with relevant experience related to nursing and Customer Services.
• 1 year working experience.
• Good interpersonal, communication skill and fluent in both spoken and written English
• Multi language
• Ability to communicate clearly, warmly, and professionally with patients, families, and staff.
• Skilled in active listening and empathetic responses.
• Recognize and manage own emotions while responding appropriately to others.
• Ability to stay calm, patient, and compassionate under pressure.

Responsibilities

• Champion KPJ’s service values in patient interactions.
• Voice of the customer by identifying concerns, needs, and opportunities for improvement.
• Support initiatives to enhance patient and family satisfaction.
• Greet and assist patients/customers who require help.
• Keep confidentiality of patients’ personal and medical history.
• Coordinate with Consultants and staff to meet patients’ needs.
• Report to Head of Service for any malfunction of equipment.
• Provide accurate information and resolve service requests for customers.
• Deliver prompt personalized service to inquiries (written, verbal & telephone).
• Adhere to occupational safety and health policies and procedures.

Skills

Interpersonal skills

Communication skills

Active listening

Empathy

Fluent English

Education

Nursing/Healthcare background

Job description

KPJ Healthcare Berhad in Malaysia seeks an Envoy, Concierge, Customer Care & Experience to act as ambassador of patient and customer experience, ensuring service excellence across the hospital. You will promote a culture of caring, compassion, and continuous improvement while supporting staff in delivering outstanding customer service.

This role emphasizes effective communication, active listening, empathy, and resilience under pressure while upholding safety and privacy standards.