ENVOY, CONCIERGE

GENERAL DESCRIPTION

• To ensure the smooth, efficient, and high-quality operation of Customer Services on a daily basis, with a strong focus on enhancing patient experience and service excellence. This role is responsible for supporting seamless service delivery, maintaining consistent workflow standards, and ensuring all patient and visitor interactions reflect the hospital’s commitment to care quality, safety, and professionalism. 

• The position plays a key role in driving continuous improvement in patient satisfaction by monitoring service performance indicators, supporting the achievement of Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) targets, and contributing to operational excellence initiatives. It also ensures that service delivery aligns with organisational KPIs, accreditation standards, and the hospital’s strategic objectives. 

JOB DESCRIPTION

Main Responsibilities 

• Manage patient appointments efficiently to ensure smooth service flow and minimal waiting time. 

• Oversee the management, distribution, and availability of brochures and flyers to support patient information needs. 

• Handle general enquiries and complaints in a professional, timely, and customer-focused manner. 

• Perform clerical and administrative duties as required to support departmental operations. 

• Actively participate in the implementation and support of any new services introduced by the hospital. 

• Ensure compliance with all relevant policies and procedures, including ISO 9001:2015, ISO 14001:2015, ISO 45001:2018, 5S, and Hospital Accreditation standards, with proper documentation maintained where applicable. 

• Ensure that policies relating to patients’ and families’ rights are consistently upheld. 

• Ensure compliance with Patient Safety Goals at all times. 

• Ensure adherence to Standard People Practice (SPP) guidelines. 

• Support Customer Loyalty Management initiatives, including KPJ Cares programmes. 

• Undertake any additional duties as assigned by the hospital, as deemed necessary for the effective performance of the role. 

Other Duties and Responsibilities 

• Perform any other duties and responsibilities as assigned by the immediate superior or Hospital Management. 

Education: 

• A Diploma in Business with knowledge and skills in complaint handling, and a credit in English and Bahasa Malaysia. 

• SPM with Grade 3 and proficiency in Bahasa Malaysia and spoken English. 

Knowledge and Experiences: 

• Minimum 1 year of experience in the related field. 

Skills & Competencies: 

Special skills required:  

• Able to manage stress effectively with a positive and cheerful disposition.
• Must be alert, efficient, and able to carry out duties according to instructions.
• Creative, organised, hardworking, and a strong team player. 

• Willing to undertake any other job-related duties not specified in this job description as assigned by superiors. 

Personal attributes: 

• Able to manage stress effectively with a cheerful and positive disposition.
• Must be alert and efficient in carrying out duties as instructed.
• Creative, organised, hardworking, and a strong team player.