ENVOY, CONCIERGE

Jcorp

Today

Description

GENERAL DESCRIPTION

Responsible for Customer Care Delivery, Facilities and Process of Hospital Services.
Responsible to maintain a favorable public image of KPJ Perdana Specialist Hospitality.
Action regarding quality improvements and problem solving are dealt with immediately. This must be within the context of the Corporate and Hospital Policies, Procedures and vision.
To stand station at designated area in the hospital and serve as building host. Ensuring customer service is conducted in a courteous and professional manner to customers.
Handling, Care and maintenance of wheelchairs.
Responsible for maintaining a clean and safe work environment.

JOB DESCRIPTION

ORGANIZATION AND MANAGEMENT

To acknowledge and greet customer warmly and ascertain their needs.
Answering customer inquiry about hospital facility and services.
To assist customer at hospital main entrance and ushering them to required services.
To carry customer luggage.
To search and gather wheelchair throughout the hospital and station them at designated area.
To conduct maintenance to ensuring all wheelchairs is in good conditions.
To offer wheelchair to the needy.
To disinfect wheelchair after used.
To push patient on wheelchair as requested.
To disinfect all wheelchair everyday.
To ensure wheelchair in working condition.
Tidying up and cleaning working area and public spaces at station.

Others:

This Job Description of Envoy, Concierge is subject to periodic review and may be changed at any time in consultation with the employee.
Performs any other job-related duties not specified in this job description when assigned by superiors.
The duties and responsibilities are not exhaustive. Other duties may be involved.

HUMAN RESOURCE AND DEVELOPMENT

Takes personal responsibility for own professional development and keeps up to date with professional change and growth by maintaining mandatory learning hours for attending 30 hours of training.
Participates in the orientation of new members of staff to the services.
Participates actively in any other new service that is introduced.
Maintain the record of personal leave and training attended.

POLICIES AND PROCEDURE

To adhere to the hospital policies, procedure, guidelines and work instructions to ensure compliance with work policies and procedures.
Maintain the confidentiality of patients’ personal and medical history compliance with hospital and government legislative requirements.
Ensure adherence to Prevention and Control of Infection.

FACILITIES AND EQUIPMENT

Maintains proper storage of equipment assigned in the unit (computer & printer).
Check all equipment to ensure that they are in good condition and ready to be used at all time. Report if there is any faulty.
Liaise with HES/ Report to Bio Medical personnel if any faulty and takes necessary action accordingly.
Operates / maintains specialized equipment assigned to the unit and provides assistance / guidance to new staff in their use.
Checks that all equipment in the unit are functioning well and service according to PPM schedule.
Assists in maintenance of instruments and equipment by proper cleaning, handling, disinfect and utilizing as directed.
Assists the HOS in keeping accurate records of equipment inventory, enough supplies and stationaries in the service.

SAFETY AND QUALITY IMPROVEMENT ACTIVITIES

Complies and promotes Baby Friendly Hospital Initiative Breastfeeding Policy, and protect, promote and support Baby Friendly Hospital activities.
Complies to all risk mitigation policy, HIRARC, and participate in all drill activity run in hospital.
Participates actively in any other new service that is introduced by the services.
Participate in any initiative activities in service for further improvement
Participates in 5S activities and comply with the specified requirements
Practices Standard People Practice (SPP) at all times.
Ensure compliance of Patient safety goals as safety improvement measures recommended by World Alliance for Patient Safety.
Policies on patient and family rights are addressed at all times
Participates actively and encourages compliance to all policies and Procedures of ISO 9001, ISO 14001, ISO 45000, Malaysian Hospital Accreditation Standards, PSG and IMS.
Complies with any instruction or measure on occupational safety and health
Carries out duties as an employee as stipulated in Occupational Safety and Health Act and Regulations 1994:-

To take reasonable care at work for the safety of yourself and other persons.
To co-operate with your employer or any other person in the discharge of any duty.
To cooperate with the outsourcing parties or any other persons 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.
Reporting unsafe practices, conditions, near misses, incidents and accidents to Chief Executive Officer and OSH and Environmental committee

ADDITIONAL DUTIES AND RESPONSIBILITIES IN THE SPECIFIC AREAS (If any)

JOB REQUIREMENT

Education:

Knowledge and Experiences:

Skills & Competencies:

Special skills required

Personal attributes

Able to portray a high quality image of the hospital to visitors and patients.
Seek to treat, maintain patient’s dignity, privacy, autonomy and confidentiality.
Able to guide new staff and other related staff.
Possess the attitude to make the patient care the primary concern, treating every patient compassionately, demonstrating and an aspiration to altruism.
Seek to serve, maintain patient’s dignity, privacy, autonomy and confidentiality.
Prepared to work as a team member
Willingness to work after office hours /weekends /public holidays if necessary.

ExcelPatient CareComplianceCustomer Service