Envoy,Concierge, Customer Care & Experience

GENERAL DESCRIPTION

The CCX Envoy acts as an ambassador of patient and customer experience, ensuring that service excellence is consistently practiced across the hospital. This role promotes a culture of caring, compassion, and continuous improvement, while supporting staff in delivering outstanding customer service.

JOB DESCRIPTION

Customer Experience Advocacy

• Champion KPJ’s Committed, Accountable, Respectful and Excellent service values in all patient interactions.
• Act as the voice of the customer by identifying concerns, needs, and opportunities for improvement.
• Support initiatives to enhance patient and family satisfaction.
• 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 personalized service to all inquiries (written, verbal & telephone) and feedback from customers.

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.

Baby Friendly Concept

• Responsible and accountable to adhere to the steps of successful breastfeeding as requirement

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.

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.

PDPA Act 2010

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

Participate actively in any other new service that is introduced

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

To perform other duties as and when required by the management

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

JOB REQUIREMENT

Education: Minimum SPM.

Preferably with relevant experience related to nursing and Customer Services.

Knowledge and Experiences:

MINIMUM

1 year working experience

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

IT literate.

Skills & Competencies:

Special skills required

• Multi language
• Communication Excellence

Ability to communicate clearly, warmly, and professionally with patients, families, and staff.

Skilled in active listening and empathetic responses.

• Emotional Intelligence (EQ)

Recognize and manage own emotions while responding appropriately to others.

Ability to stay calm, patient, and compassionate under pressure.