Customer Service/ Patient Relations ExecutiveFull time
Customer Service and Attend to Enquiries
Receive customers' enquiries (walk-in or via telephone) and provide the information required
Providing clear directions of Hospital's facilities to customer upon inquiry
Handling customer/patients' queries and providing clear explanations and information
Assisting patients by directing the customers to the respective departments and/or consultants' clinic
Triaging /understanding patients' medical condition so as to be able to provide correct/appropriate referral to the consultants
Providing personalized attention to customers especially for all customers who face any difficulty when dealing with us
Ensuring that all customer enquiries and concern are promptly looked at and addressed appropriately
Complying with the basic customer service courtesy protocol – greetings, smile and eye contact and to address to customers appropriately
Maintaining customers'/patients' confidentiality and discreteness at all times.
Attend to VVIP/VIP Patients/Customers
To receive information of VVIP/VIP patients/customers from Manager, Customer Service or Senior Manager, Customer Service
Assist the VVIP/VIPs in the logistics around the hospital (i.e.: registration, escorting, etc) where required
Conduct patient rounds within the hospital (i.e.: wards, outpatient departments, admission/discharge areas, A&E, etc)
To assess/screen patients during rounds in order to provide immediate assistance where required
Handling of Customers' Feedbacks
Address to all customers' feedbacks promptly and professionally
Calm angry complainant and to bring them to the discussion room, to avoid any interruption and misunderstandings
To ensure proper follow through for all complaint cases until resolution
Requirement & Qualifications:
Diploma or Degree in Nursing/Hospitality Services (Customer Service related) or any other medical related field
Working experience in a hospital setting or healthcare industry is an added advantage
Minimum 1 year working experience
Able to work 6 days a week including weekends/PH
Good Listener
Proficient in English and Malay. Able to speak in Mandarin would be an added advantage#J-18808-Ljbffr