ENVOY, CONCIERGE, CUSTOMER CARE AND EXPERIENCE (CCX)

SUMMARY OF DUTIES

To assist Customer Care & Experience (CCX) functions in providing a complete Customer Care & Experience (CCX) Services

JOB DESCRIPTION

1. Liaison Functions

• Greet and offers assistance to patients / customers who require help

• Keeps confidentiality of patients’ personal and medical history

• Works closely with Consultants & staff (clinical & non-clinical) to ensure smooth coordination and continuous communication to meet patients’ needs

• Report to Head of Service for any malfunction of machine / equipment

• Delivers accurate information and efficient service in answering requests, providing information and resolving issues on services for customers

• Provides prompt personalised service to all inquiries (written, verbal & telephone) and feedback from customers.

2. OSH Act & Regulations 1994

• Responsible and accountable to carry out duties as employee stipulated in OSH Act & Regulations 1994

• To take responsibility to carry at work for the safety of yourself and other persons

• To cooperate with your employer or any other person in the discharge of any duty

• To wear or use any protective equipment or clothing provided by the employer

• To comply with any instruction or measure on occupational safety and health.

3. Patient Safety Goal

• Ensure compliance of Patient Safety Goals as safety improvement measures as recommended by World Alliance for Patient Safety

• Ensure the policies on Patient and Family’s Rights are addressed at all times.

4. Integrated Management System

• Participates actively and encourages compliance to all policies and Procedures of ISO 9001:2015, ISO 14001, OHSAS 18001, ISO 14001:2015, Malaysian Hospital Accreditation Standards and PSG.

5. PDPA Act 2010

• To review and adopt internal personal data protection policies and practices to comply with the PDPA Act 2010.

6. Participate actively in any other new service that is introduced

• Ensure produce better result and Continual Improvement in delivering service to customers.

7. To perform other duties as and when required by the management

• Produce outcome within the expectation of the shareholder and customers.

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JOB REQUIREMENT

Education:

• SPM

• Preferably with relevant experience related to nursing and Public Relations

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EXPERIENCE REQUIRED

• 1 or 2 years working experience

• Working with less supervision, Nature, independent with a strong sense of self-initiative and motivation

• Good interpersonal, communication skill and fluent in both spoken and written English

• IT literate with knowledge of Microsoft Windows

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PERSONAL CHARACTERISTICS

• Good in communication and managing skills. Possess excellent decision-making, strategic thinking, leadership, interpersonal and ethical conduct skills.