ENVOY, CUSTOMER CARE & EXPERIENCE

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.

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