Mass Communication jobs

JOB SUMMARY :

Promote excellent customer service and obtain feedback from patients and visitors for continuous improvement. Build and maintain positive relationships with existing and potential customers.

Key Responsibilities:

• Attend to all patients' and visitors' enquiries courteously, either in person or via telephone.
• Demonstrate a positive, caring, professional, and customer-focused attitude when interacting with patients, visitors, doctors, and staff.
• Maintain up-to-date knowledge of hospital policies and procedures, including hospital charges, discounts, guarantee letters, insurance coverage, and corporate accounts.
• Handle patient and visitor complaints, enquiries, and feedback promptly and professionally.
• Escalate complex complaints or sensitive cases to the Public Relations Executive or immediate superior for further action.
• Attend and acknowledge and respond to complaints within stipulated given as per policy.
• Monitor, coordinate, and oversee the daily deployment and performance of Porters to ensure timely patient transportation services.
• Assist in planning, coordinating, and supporting hospital public relations programmes, events, health campaigns, and promotional activities.
• Record, monitor, and report all patient and visitor feedback, including compliments, complaints, incidents, and service recovery actions, to Management.
• Prepare and submit periodic reports to relevant stakeholders, including IHH Group, MAQ, Dietitian, and other departments as required.
• Collaborate with clinical and non-clinical departments to ensure effective communication and prompt resolution of patient concerns.
• Maintain confidentiality of patient and hospital information in accordance with hospital policies.
• Perform any other duties assigned by the immediate superior or Management.

Job Requirements:

• Diploma or Bachelor's Degree in Public Relations, Mass Communication or a related field.
• Minimum 1–2 years of experience in customer service, public relations, patient services, hospitality, or healthcare.
• Experience in a hospital or healthcare environment is an added advantage.

Skills:

• Excellent interpersonal and communication skills.
• Strong customer service and problem-solving abilities.
• Ability to handle difficult situations with professionalism and empathy.
• Good organisational and coordination skills.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
• Ability to prepare reports and maintain accurate documentation.
• Good command of English and Bahasa Malaysia, proficiency in additional languages is an advantage.

Job Type: Full-time

Pay: RM2,200.00 - RM2,400.00 per month