ENVOY, CARE LINE

JOB DESCRIPTION
Call Handling & Communication: 

• Answer all incoming calls promptly and professionally by implementing correct telephone etiquette 

• Direct calls to the appropriate departments, doctors, or personnel. 

• Handle patient inquiries and provide basic hospital information. 

• Manage internal calls between departments efficiently. 

• Ensure emergency calls are escalated immediately to the relevant personnel. 

Customer Service & Patient Assistance: 

• Provide clear and concise information regarding hospital services, operating hours, and appointments. 

• Offer polite and empathetic communication, ensuring a positive experience for callers. 

• Take messages accurately and ensure they are delivered to the intended recipient promptly. 

System & Call Management: 

• Maintain a log of incoming and outgoing calls for record-keeping and reference. 

• Update the telephone directory and hospital contact lists regularly. 

• Report on any telephone system issues to the HOS, IT or maintenance department. 

Emergency & Critical Situations: 

• Respond to emergency calls according to hospital protocols. 

• Inform security, medical staff, or relevant departments in urgent situations. 

• Ensure immediate action is taken for distress or emergency calls from patients or visitors.
  
  JOB REQUIREMENT

Education: 

• Minimum SPM or equivalent. 

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

Knowledge and Experience: 

• Previous experience as a Telephone Operator, Front Desk Personnel, or Customer Service Representative (preferably in a healthcare setting). 

• Basic knowledge of telephone switchboard operations. 

Skills & Competencies: 

• Excellent verbal communication and listening skills. 

• Ability to remain calm and professional under pressure. 

• Strong multitasking and time management skills. 

• Basic computer skills for logging calls and updating records. 

Special Skills Required: 

• Proficiency in English, Malay, and other relevant languages (advantageous). 

• Ability to handle sensitive and confidential information with discretion. 

Personal Attributes: 

• Friendly, patient, and service-oriented attitude. 

• Strong sense of responsibility and teamwork. 

• Professional phone etiquette and courteous demeanor. 

• Adaptable and able to work in fast-paced environments.