Customer Service Executive

2 days ago

Kampung Baharu Nilai, Negeri Sembilan, Malaysia AURELIUS HOSPITAL NEGERI SEMBILAN Full time 48,934 per year

  1. Assist in developing, implementing and evaluating work plans for the Customer Service department. In addition, the telephone operators, the patient lounge, and the concierge.

  2. To conduct and compile patient surveys. Ensure all feedback and grievances from customers are addressed in a timely and effective manner.

  3. To plan, organise and execute festive decorations aligned with the national festive season.

  4. Assist in planning/working with the Marketing department to organise events/activities for inpatients, caregivers and members to enhance their experience stay in the hospital.

  5. Maintain patients' database for relationship management purposes. Responsible for handling and coordinating visitors' visits (Malaysia, Foreigners and VIPs) to Aurelius Hospital Negeri Sembilan (AHNS), including matters of housing, transportation and immigration.

  6. Regularly conducting in-house training for department staff can increase overall customer service levels, minimize complaints, and maximize customer satisfaction.

  7. To be knowledgeable in clarifying the AHNS patient care system and provide excellent customer services & patient support for Aurelius Hospital Negeri Sembilan patients/survivors/customers.

  8. Creating a positive experience for patients at Aurelius Hospital Negeri Sembilan involves educating them on the value of their care and alleviating their fears before and during treatment.

  9. Assist in other departments where and when necessary, including but not limited to providing chaperon, porter and translation service.

  10. Coordinate staffing and resources for all functions under the department. Check Customer Service monthly claims and allowance. Prepare Customer Service monthly duty roster.

  11. Make sure marketing and promotional material is accessible in all hospital sections.

  12. Responsible for the patient lounge management.

  13. Supervise telephone operators to ensure a smooth call system. Monitor all incoming and outgoing calls to prevent abandoned calls.

  14. Assist HOD in preparing census and monthly reports.

  15. Adhere to and always uphold the Patient & Family Rights and Responsibilities (PFRR) in handling patients and their families.

  16. Take part in all quality and safety-related initiatives and contribute towards the continuous improvement of the hospital.

  17. To comply with Aurelius Hospital Negeri Sembilan's safety policy.

  18. To prepare for any additional duties and responsibilities assigned by the management.

Job Type: Full-time

Pay: RM1, RM4,027.79 per month

Work Location: In person

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