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Take responsibility and guide and assist Customer Care Assistants (CCA) in executing assigned work.
Provide general information to customers on services offered by the hospitals.
Direct guests, patients, relatives, and vendors to the appropriate departments or staff.
Assist in customer complaints and feedback program.
Duties and Responsibilities:
Supervise all four sections in Customer Care Department (Telephone, Registration Counter, Admission Counter, and Appointments and Scheduling counter).
Oversee and assist staff to register, screen, assign, and accompany patients to the appropriate consultants.
Oversee and assist to accompany and direct patients to various departments/Nursing Station.
Oversee and assist admission from OPD and ER/Emergency, ensuring the following:
The consent form is signed by the patient or guardian.
The visiting hours, passes, admission kit, valuables, tariff sheets, phone activation, café, nurse stations, folders, wrist band, room familiarization, provides important phone numbers, etc.
are explained.
Information on top-up deposits are given and collected.
Ensure CCA perform all defined procedures accurately which include admission and appointment schedule, room allocation process, etc.
Explain the admission and discharge process to the patients/relatives.
Monitor bed status for visitor enquiry and reports.
Visit all patients admitted on a daily basis in order to obtain direct feedback from patients/relatives.
Assist Marketing Service to consolidate and promote hospital services and facility information i.e.
promotions, packages via brochures and pamphlets.
Assist in the health screenings for corporate/non-corporate customers.
Report any incidence that occurred at the hospital to the Customer Care Manager.
Arrange for baggage handling and other services requested by patients and relatives.
Assist to lead or supervise a team of customer care staff.
Perform any other related duties as assigned or directed.
Education and Requirements:
Diploma in PR/Marketing.
Two to three years experience in customer relations in hospital/hotel.
Have good command in both English and Bahasa Malaysia (written and spoken).
Able to work independently.
Special Demands:
Good interpersonal and communication skills.
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Your application will include the following questions:
Which of the following statements best describes your right to work in Malaysia?
What's your expected monthly basic salary?
Which of the following types of qualifications do you have?
How many years' experience do you have as a Customer Care Executive?
Do you have experience in a role which requires relationship management experience?
Do you have customer service experience?
Which of the following Microsoft Office products are you experienced with?
How would you rate your English language skills?
Columbia Asia Group of hospitals, established in Malaysia in 1996, is an international healthcare company operating medical facilities in Malaysia, Indonesia, and Vietnam.
Columbia Asia hospitals are now part of Asia One Healthcare, which is majority-owned by Hong Leong Group and the global alternative asset management firm, TPG.
Since its inception, Columbia Asia has dedicated and provided top-notch healthcare services across Southeast Asia for more than two decades.
With 14 advanced medical facilities in Malaysia strategically located in densely populated areas, it aims to provide the best care possible closer to home with its tagline "Right Here For You".#J-18808-Ljbffr