Hospital jobs in Sungai Buloh

Job Purpose

To provide excellent customer service by managing patient enquiries, coordinating appointments, handling communication channels, and ensuring a seamless patient experience while supporting the hospital's operational and business objectives.

Key ResponsibilitiesPatient Enquiries & Customer Service

• Respond promptly and professionally to all patient enquiries via phone calls, email, WhatsApp, social media, and walk-in visits.
• Provide accurate information regarding hospital services, specialists, treatment packages, operating hours, and facilities.
• Handle patient concerns, complaints, and feedback, ensuring timely resolution or escalation when necessary.
• Maintain a high standard of customer service and patient satisfaction.

Appointment Coordination

• Assist patients with appointment bookings, rescheduling, and cancellations.
• Coordinate with doctors, nursing units, and relevant departments to ensure smooth appointment scheduling.
• Follow up with patients regarding appointment confirmations and reminders.

Patient Relationship Management

• Build and maintain positive relationships with patients and their families.
• Conduct follow-up calls to enhance patient engagement and satisfaction.
• Support patient retention initiatives and service recovery efforts.

Administrative Duties

• Maintain accurate records of patient enquiries and interactions.
• Prepare periodic reports on enquiry trends, response times, and customer feedback.
• Ensure patient information is handled in accordance with confidentiality and data privacy policies.
• Assist in updating enquiry scripts, FAQs, and patient information materials.

Cross-Functional Coordination

• Liaise with internal departments to obtain accurate information for patients.
• Support marketing campaigns, health screening events, and promotional activities by handling related enquiries.
• Work closely with the Admissions, Business Development, Marketing, and Clinical teams to ensure a consistent patient experience.

Additional Responsibilities (Manager/Assistant Manager)

• Lead, coach, and supervise the Patient Enquiry team.
• Develop and implement customer service standards, SOPs, and workflows.
• Monitor team performance, KPIs, and service quality.
• Analyze enquiry data and recommend service improvements.
• Conduct training and coaching sessions to enhance staff competencies.
• Handle complex patient complaints and service recovery cases.
• Prepare departmental reports and present performance updates to management.
• Drive continuous improvement initiatives to improve patient experience and operational efficiency.

Pay: RM5,000.00 - RM7,000.00 per month

Work Location: In person