ASSISTANT, ADMISSION

GENERAL DESCRIPTION 

• The Porter / General Worker provides essential non-clinical support to the hospital by assisting administrative and clinical departments such as Wards, Business Office, Laboratory, Radiology, Pharmacy (documents and file transfers), and the Emergency Department. The role focuses on maintaining smooth operational flow by safely transporting patients, moving documents and equipment, and supporting registration, admission, and patient movement activities as required 

• Key responsibilities include assisting with patient transfers to diagnostic areas, guiding patients to registration counters, supporting the Admission and Business Office teams with file movement, and ensuring timely delivery of lab samples, reports, charts, and administrative documents. The Porter also assists in managing crowd flow, facilitating communication between departments, and ensuring that patients reach the correct locations without delay. 

• As an entry-level role, full on-the-job training is provided to familiarise the employee with hospital procedures, department workflows, and equipment handling. This position requires professionalism, good communication skills, reliability, and the ability to work efficiently and calmly in a fast-paced hospital environment. The Porter’s contributions directly support effective patient service delivery and smooth hospital operations. 

JOB DESCRIPTION 

ORGANIZATION AND MANAGEMENT 

• Understands and carries out the Business Operation in line with Vision and Mission Statements, Philosophy, Goals and Objectives that suit the scope of the Services and hospital.  

• Understands the service organization structure.  

• Informs (Immediate Superior] when changes occur in circumstances which affect standard of services.  

• Attends meetings held by the services in order to discuss issues and matters pertaining to the operation of the service.  

• Report to the workstation at least 10 minutes before the start of the shift, maintaining a high standard of personal grooming in accordance with the Front Office Grooming Guidelines. 

• Participate in shift rotations as scheduled in the Business Office Duty Roster to ensure smooth and continuous operational coverage 

• Answers phone calls and relay messages.  

• Submits report on requested.  

• To perform any other relevant duties as and when required by the management. 
• Daily routine:   Patient Transport & Assistant, Delivery of Medical Equipment & Supplies, Document & Records Delivery, Business Office Support, Operational Efficiency & Coordination and General Duties  

HUMAN RESOURCE AND DEVELOPMENT 

• Takes personal responsibility for own professional development and keep up to date with professional change and growth by maintaining mandatory training hours.  

• 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 PROCEDURES 

• Adheres to the hospital policies and procedure and services code of conduct/ policies.  

• Maintain confidentiality of patient’s or staff personal and medical history.  

• Ensure adherence to Prevention and Control of Infection.  

FACILITIES AND EQUIPMENT 

• Assists the qualified staff in the following:  

• Maintains proper storage of all equipment assigned in the services.  

• 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.  

• Maintains adequate supply of services stock [where relevant].   

• Keeps accurate records of equipment, medical supplies and drug in the services [kindly delete where appropriate].  

SAFETY AND QUALITY IMPROVEMENT ACTIVITIES 

• Complies and promotes any recognized hospital Policies, and protect, promote and support Hospital activities.  

• Participates actively in any other new service that is introduced by the services.  

• 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 ISO9001: 2008, ISO 14001, OHSAS 18001, ISO 14001:2004, Malaysian Hospital Accreditation Standards, Joint Commission International Accreditation Standards, PSG and NNA.   

• 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.  

• Carries out responsibilities on customer service:-  

• All employees will understand and be able to implement Customer Service Policy, as stated in the IMS Manual, Procedures, relevant work instructions and Customer Service Manual.  

• Conducting work that fosters public support for the hospital, that will lead to fewer complaints and claims against the company.  

• Helping to improve customer service by meeting and exceeding customer’s expectations.  

• Anticipating possible problems that customers may face.  

• Helping to resolve difficulties that customers may face.  

• To promote customer service of high standard among staff.  

• Monitoring customer service level.  

• Cooperating in customer service audits.  

• Keeping customer service committee updated on customer service issues  

• To ensure that when dealing with customers all members of the staff respond in a courteous, consistent, timely and fair manner and satisfy all reasonable request from the customers.  

• To ensure that the Hospital resources are used efficiently and effectively when dealing with customers.  

• To treat customers with respect and dignity.  

• To provide physical comfort, specifically relief from pain and pleasant and clean surrounding.  

• Compliance to general terms:-  

Personal appearance  

Is appropriate for the work environment and meets expectation for the proper image of the hospital, as per services policies.  

Attendance  

Following hospital’s policy regarding punctuality and attendance.  

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

• Giving high quality of service to the patients.  

• Ensuring all patients safety at all conditions 

JOB  REQUIREMENT 

Education 

• Minimum Secondary School education (SPM or equivalent). 

• Basic reading and writing skills required. 

• Additional training in basic customer service, manual handling, or hospital support services is an advantage but not mandatory. 

• On-the-job training will be provided; no prior healthcare experience required. 

Knowledge and Experience 

• Basic understanding of hospital operations and non-clinical workflows (preferable but not mandatory). 

• Familiarity with patient transport procedures using wheelchairs, stretchers, or trolleys (training provided). 

• Knowledge of hospital departments such as Wards, Laboratory, Radiology, Pharmacy (documents only), Business Office, and Emergency Department. 

• Understanding of basic administrative processes, including registration, admission, discharge, and document flow within the Business Office. 

• Awareness of confidentiality and data protection requirements, especially when handling patient records or administrative documents. 

• Experience in manual handling, logistics, courier work, or general operations support is an added advantage. 

• Ability to read and follow simple instructions, signage, and work orders. 

• Experience in customer service or public-facing roles (preferred), demonstrating good communication and interpersonal skills. 

• Prior experience as a porters, general worker, runner, or helper in hospitals, clinics, hospitality, retail, or service industries will be an advantage. 

• On-the-job training is provided; no clinical experience required. 

Key Skills & Competencies 

• Strong interpersonal skills – patient-friendly, polite, and respectful. 

• Time management – able to prioritize multiple tasks efficiently. 

• Stress management – stays calm and focused during emergencies or peak load times. 

• Physical stamina – able to move and assist patients/equipment comfortably. 

• Adaptability & flexibility – comfortable in dynamic hospital environments. 

• Knowledge of confidentiality rules and respect for patient privacy. 

• Team coordination – able to work collaboratively with clinical and administrative teams. 

Personal attributes  

• Has good communication, counseling and interpersonal skills. 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.  

Performance Indicators (KPIs) 

• Timeliness of patient transfers to wards, labs, and diagnostic units. 

• Reduction in transport-related complaints and wrong-ward transfers. 

• Efficiency in document and equipment delivery. 

• Contribution to smooth admission, transfer, and discharge workflows. 

• Professional conduct, teamwork, and adherence to hospital SOPs.