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Patient Navigation Officer

3 months ago

Subang Jaya, Selangor, Malaysia Beacon Hospital Sdn Bhd Full time

DUTIES & RESPONSIBILITIES:


The customer service officer plays a pivotal role in guiding and navigating patients through the process of seeking opinions from doctors / consultants and the processes involved in getting the due treatment / medical care.


Among the job descriptions include:

  • Attend to patients during their visit to guide them through the processes of seeking medical opinions from consultants / doctors.
  • Attend to questions and queries that the patient and/or family members may have with regards to the internal processes / flow.
  • Provide the right information in navigating the patients through the hospital's internal processes such as appointments, treatments, payment related matters, etc.
  • Provide translation services to patients and/or family members wherever necessary.
  • Resolve issues / problems that may be faced by patients to ensure smooth and positive customer experience.
  • Be the first point of contact for customers and family members in attending to their feedbacks and/or grievances (if any).
  • Raise grievances (if any) to the right person in charge and work together with the HOD in resolving the issues faced by patients and family members.
  • Build an effective working relationship with the various departments to coordinate and ensure a hasslefree experience for patients and customers.
  • As the customer service officer, you are also required to be involved in CSR works organised by the hospital. This includes awareness seminars, roadshows, health talks, campaigns and others deemed necessary by your superior.
  • The customer service officer is also responsible to update and maintain reports as required by the HOD and keep track of the KPI assigned to you.
  • The customer service officer always maintains a positive and constructive attitude.
  • The customer service officer always exhibits a detailsoriented etiquette and friendly attitude when having telephone calls.
  • To carry out any other duties assigned / instructed by the management as and when required.

Working Hours:

Monday - Friday (8.30am - 6.00pm)

Saturday (Rotation am-12.45pm)

Sunday & PH - Off

REQUIREMENTS

  • SPM or Diploma holder in any relevant field
  • With or Without experience in customer services
  • Proficiency in
    English & Malay (Written & Speaking ) &
    Mandarin (Speaking Only) is
    preferred
  • Have own transport

Job Types:
Full-time, Permanent

Pay:
RM2, RM2,500.00 per month

Benefits:

  • Cell phone reimbursement
  • Free parking
  • Health insurance
  • Opportunities for promotion

Schedule:

  • Monday to Friday

Supplemental pay types:

  • Performance bonus