ASSISTANT, CUSTOMER CARE & EXPERIENCE

To warmly receive and assist all visitors entering ISH by demonstrating a pleasant, professional and positive attitude, reflecting courtesy, care, friendliness and reliability at all times. 

To greet customers/patients promptly and guide them to their respective destinations within the hospital. 

To provide accurate information to walk-in visitors and, when necessary, personally accompany them to the requested clinics or departments to ensure a smooth patient journey. 

To manage and document all outpatient feedback received and compile the information for monthly reporting and service improvement purposes. 

To communicate effectively with Heads of Department (HODs) regarding customers’ feedback and grievances to facilitate timely resolution and service recovery. 

To work closely with Consultants, Admissions, Billing, Nursing, Front Lobby and other clinical and non-clinical departments to ensure seamless coordination and effective communication in meeting patients’ needs. 

To handle customers’ calls in a professional, attentive and courteous manner, particularly when addressing complaints, ensuring that issues are managed with empathy and accuracy. 

To maintain strong knowledge of the hospital’s facilities, services, consultants’ suites, and departmental locations in order to provide clear and reliable guidance to visitors. 

To actively participate in indoor activities such as health awareness programmes and campaigns organised by the CCX Services to support hospital initiatives and community engagement. 

To assist patients and visitors in arranging public transportation upon request. 

To assist in managing crowd flow at service counters (cashier/billing) by guiding customers to appropriate waiting areas or facilities such as the cafeteria when necessary. 

To ensure the hospital lobby environment remains clean, safe and presentable by promptly reporting or addressing any rubbish or fluid spills on the floor. 

To remain alert to the arrival of loyal families and VVIP customers, provide a warm reception and personally guide them to their intended destinations within the hospital. 

To oversee porter services and ensure wheelchairs and related assistance equipment are readily available for patients at all times. 

To assist customers in the application of the Customer Preferred Card, clearly explain the benefits, usage, terms and conditions, and ensure prompt processing of the application. 

To coordinate and monitor valet services to ensure smooth traffic flow and convenience for patients and visitors. 

To actively promote and educate patients and visitors on the usage and benefits of the KPJ Care App, assisting them in downloading and registering the application as part of enhancing digital patient engagement and achieving the hospital’s service and KPI targets.