CLINIC RECEPTIONIST, CUSTOMER CARE & EXPERIENCE

GENERAL DESCRIPTION 

To provide professional reception and administrative support by managing patient registration, appointment and clinic operations while delivering excellent customer service as well as ensuring compliance with hospital policies. 

JOB DESCRIPTION 

• To follow all rules and regulations of KPJ Perlis Specialist Hospital (Medical Record/ Patient Service policy & procedures) 

• Cordially receive all patients with or without appointment.  ​
• To assist a doctor during examination especially male doctor and female patient. 
• Prepare to mobilize to assist any clinics due to the any unavailable Consultant Receptionist. 
• Aware of doctors on call list. 
• To ensure the registration is made accurately. 
• Strictly maintain the confidentiality and safety of the patient medical record at all time in the clinic, hospital and any place that necessary. 
• All transactions to or from their respective station must be documented and must not expose to public. 
• To ensure the smooth flow of the clinic and apply the best clinic management at all the time 
• Attend to the needs of patients and consultant. Explanation is highly needed especially for the new patient. 
• Explain clearly to the patient about all requirements before and after treatment as well as the charges. 
• To ensure all cases are charge and key-in respectively. 
• All patients with guarantee letter or medical card should be coordinated correctly before execute any treatment 
• To strictly follow the rules and regulations of Medical Certificate (MC) issuance. 
• To carry out any other function/administrative tasks as delegated by superior. 
• To actively participate in the implementation and promotion of new services and initiatives to enhance patient experience and service delivery. 
• Encourage patients to book appointment through KPJ Cares Apps. 
• To ensure patient is register in Encore Med system. 
• To do daily checking in KPJ e-referral portal, monitor pending referral and contact patient regarding their appointment with the consultant.  
• To follow up patient appointment one day in advance. 
• To ensure a smooth and efficient pre-admission handover process 

JOB REQUIREMENTS : 

Education: 

• Minimum in Sijil Pelajaran Malaysia (SPM) or equivalent qualification. 

• Proficiency in spoken English and Bahasa Malaysia. 

Knowledge and Experiences: 

• Have experience working in hospital setting is an advantage. 

Core Skills: 

• Good command of and spoken English and Bahasa Malaysia. 

• Willing to work on scheduled hours, shift, weekends, public holiday and emergency if necessarily.   

• Strong telephone etiquette and customer service skills. 

Personal attributes 

• Polite, patient, and courteous with a service-oriented attitude. 

• Demonstrate empathy, professionalism and integrity to uphold the hospital’s image. 

• Strong interpersonal and communication skills, and highly motivated for continuous improvement.