Patient Experience & Front Desk Concierge

KPJ Selangor Specialist Hospital; Ipoh; On-site; MYR 36,000 - 48,000; Full time

Job summary

KPJ Selangor Specialist Hospital in Ipoh seeks a courteous Customer Service Associate to warmly welcome visitors, greet patients, and guide them to clinics while providing accurate information.

You will coordinate with hospital departments, handle inquiries and complaints with empathy, support the patient journey, and contribute to monthly service improvement through feedback documentation and reporting.

Responsibilities

• To warmly receive and assist visitors entering the hospital with a pleasant, professional and positive attitude.
• To greet customers/patients promptly and guide them to their destinations within the hospital.
• To provide accurate information to walk-in visitors and accompany them to clinics or departments as needed to ensure a smooth journey.
• To manage and document all outpatient feedback for monthly reporting and service improvement.
• To communicate with Heads of Department regarding feedback and grievances to facilitate timely resolution.
• To work with Consultants, Admissions, Billing, Nursing, Front Lobby and other departments to ensure seamless coordination.
• To handle calls professionally, address complaints with empathy and accuracy.
• To maintain knowledge of hospital facilities and departments to provide reliable guidance.
• To participate in health awareness programmes and campaigns to support hospital initiatives and community engagement.
• To assist patients in arranging public transportation when requested.
• To manage crowd flow at service counters and guide visitors to waiting areas or facilities such as the cafeteria.
• To keep the lobby environment clean and report spills promptly.
• To assist loyal families and VVIPs with warm reception and guiding them to destinations.
• To oversee porter services and ensure wheelchairs and related equipment are available.
• To explain and process the Customer Preferred Card application clearly and efficiently.
• To coordinate valet services to ensure smooth traffic flow and convenience for patients and visitors.
• To promote and explain KPJ Care App usage and benefits for patient engagement and KPI targets.

Job description

KPJ Selangor Specialist Hospital in Ipoh seeks a courteous Customer Service Associate to warmly welcome visitors, greet patients, and guide them to clinics while providing accurate information.

You will coordinate with hospital departments, handle inquiries and complaints with empathy, support the patient journey, and contribute to monthly service improvement through feedback documentation and reporting.