ENVOY, CUSTOMER CARE EXPERIENCE

GENERAL DESCRIPTION

• The CCX Envoy plays a vital role in ensuring a smooth and pleasant experience for patients and visitors at KPJ Johor Specialist Hospital. This position focuses on providing information about hospital facilities, guiding patients to various departments, and always offering service. CCX Envoy ensures a welcoming and supportive hospital environment. 

JOB DESCRIPTION

Patient Guidance & Assistance 

• Provide clear and accurate information about hospital facilities, services, and procedures. 

• Assist patients and visitors in navigating the hospital premises and finding the correct departments. 

• Offer directions to consultation rooms, diagnostic centers, pharmacies, and other key areas. 

Escort Services (Occasionally Required) 

• Escort patients to their designated locations, when necessary, especially elderly or disabled individuals. 

• Ensure patients reach the correct department safely and on time. 

Customer Interaction & Service 

• Greet patients and visitors warmly to create a positive first impression. 

• Assist patients with general inquiries related to appointments, waiting areas, and hospital services. 

• Provide information on available amenities, including waiting lounges, cafés, and prayer rooms. 

• Offer buggy service to the needs.  

Facility & Comfort Assistance 

• Guide patients on how to access VIP lounges, health screening units, and premium services. 

• Ensure waiting areas remain organized and comfortable for patients and visitors. 

Collaboration with Hospital Departments 

• Work closely with receptionists, nurses, and security teams to facilitate smooth patient movement. 

• Report any concerns or patient needs to the Customer Care Supervisor for further action. 

JOB REQUIREMENTS

Education: 

• Minimum SPM 

• Diploma in Customer Service, Hospitality, or a related field (preferred) 

Knowledge and Experience: 

• Experience in customer service or front desk roles (preferably in a healthcare setting) 

• Basic knowledge of computers and hospital information systems 

Skills & Competencies: 

• Strong communication and interpersonal skills 

• Ability to remain patient, professional, and courteous at all times 

• Physically able to walk and escort patients when required 

Special Skills Required: 

• Basic proficiency in English, Malay, and other relevant languages (advantageous) 

Personal Attributes: 

• Friendly, approachable, and empathetic 

• Strong sense of responsibility and teamwork 

• Able to adapt in a fast-paced hospital environment 

• Professional appearance and demeanor 

• Proactive and willing to go the extra mile for patient comfort