Assistant, Customer Care & Experience

1) JOB DESCRIPTION

• Attend to patient complaint (verbal / written):

- Consultation and discussion with complainants.

- Perform investigation with related services for details, solution and recommendation.

- Compile all complaints and compliments from patients / customers as report database for management and service improvement.

- Key in data on complaint / feedback received for preparation of report for PCCRC meeting and other Management meetings.

• Assist to courtesy visit patients at ward and public area in hospital premise on daily basis and to present in daily report.

• CCX Envoys (Front desk) and Telephone Operator assistance:

- Assisting in Front desk counter services and Telephone Operator services
- Customer relation (attend inquiries, wheel chair service, guide direction, assisting VIP)

- Leaflets / brochures

- Staff duty roster

- Perform public announcement

- Update telephone directory

- Dealing with PABX Vendor on system failure or enhancement

- Assisting on all hospital events.

• Assist in ensuring surrounding area at lobby and other waiting area in the hospital:

- Ensure cleanliness and safety

- Good ambience and conditions

- Adequate public facilities.

• Assist in daily identify of patient’s birthday (outpatient / inpatient) and arrange for small celebration with patient (photo session / giveaway KPJ Merchandise).

• Participate in Hospital events, activities and involve in decorations.

• Help in promoting the KPJ Cares Application to all KPJ customers, QR code feedback for service improvement and provide reports to Head Office.

• Perform survey, assisting in compile, key in, prepare report on SQM inpatient and outpatient feedback (survey) data to Management and Head Office.

• Assisting in preparing reports:

- Quality Objective (QO), Operational Meeting, HOS Monthly Meeting, PCCRC, MAC, MRM, BOM, SQM Survey and Hospital initiatives.

• Assist Head of Service on staff leave schedule, training schedule, disseminate information, filing and submission of Talent Management related matters.

• Assist Head of Service on purchase or requisite of stationary items.

• Assisting in attending and prepare the related documentation for all Hospital audits.

• Assisting in preparation and scheduling of training for Customer Service staff.

• Assisting and attending workshop / training organize by SQM, HQ.

• Attending to feedback and inquiries in KPJ Kajang official email / WhatsApp / Facebook. Notify to HOS and forwarding the request to related Services for their response.

• Assisting to ensure that the Department running costs are kept under control and all staff are aware of costs involve.

• Other ad-hoc task assign by Head of Service / Executive.

2) JOB REQUIREMENT

Minimum SPM or Diploma in any field.

Posses good personality.

Able to communicate in Malay and English.

Polite, hardworking and thoughtful.

Able to work under pressure and good in handling pressure.