Call Centre Executive

4 hours ago

Bandar Malaysia Kuala Lumpur Healthway Medical Group Full time 40,000 - 80,000 per year

Position Overview

We are seeking a dedicated Call Centre Executive to support Healthway Medical Group's Executive Health Screening (EHS) and Medical Concierge services.

This role is remote (based in Malaysia) and requires excellent communication skills, strong attention to detail, and the ability to manage patient enquiries with professionalism and empathy.

The Call Centre Executive will serve as the first point of contact for patients across multiple channels (phone, WhatsApp, email), ensuring smooth coordination of appointments, medical report reviews, and follow-up processes.

Key Responsibilities

1. Patient Enquiries & Appointment Handling

  • Answer inbound calls, WhatsApp messages, and emails.
  • Manage call flow, ensuring patients are connected or followed up promptly.
  • Schedule Executive Health Screening (EHS) and GP review appointments.
  • Confirm appointments and send pre-registration or reminder SMS/emails.
  • Handle urgent escalations (medical reviews) by coordinating with medical team.

2. Medical Report Follow-Up & Review Coordination

  • Engage patients once medical reports are released.
  • Offer appointment booking within Healthway
  • Secure patient review slots.
  • Ensure patient confidentiality (encrypted reports, PDPA compliance).

3. Service Excellence & Patient Journey Support

  • Patient-Centric Communication and ensure patients feel consistently cared for across multiple touchpoints.
  • Expectation Management & Reassurance
  • Turn a service issue into a positive impression by ensuring the patient feels heard and prioritised.

4. System & Documentation Management

  • Update and maintain accurate patient records.
  • Document medical review bookings, referral letters, and follow-up notes.
  • Monitor WhatsApp broadcast templates and email formats for consistency and compliance.
  • Prepare daily/weekly appointment and service reports as required.

5. Compliance & Quality Assurance

  • Ensure adherence to PDPA 2012 and Healthway's data protection standards.
  • Follow call handling scripts and service recovery protocols.
  • Participate in regular training, role-play simulations, and re-validation on packages and patient handling.
  • Support QA audits by providing logs and call recordings when required.

Requirements

  • Minimum SPM and above
  • Previous call centre or healthcare admin experience preferred.
  • Excellent communication in English and Mandarin (Bahasa Indonesia is an advantage).
  • Comfortable handling patient-sensitive matters with empathy, patience, and discretion.
  • Familiarity with CRM/CMS systems (Plato, Galen, Nubitel) is advantageous (training will be provided).
  • Ability to work independently in a remote setup with reliable internet connectivity.

What We Offer

  • Remote-based employment with structured working hours.
  • Training on systems (Plato, Nubitel, Galen) and EHS/TPA processes.
  • Exposure to healthcare concierge service standards (Singapore Airlines x Singapore General Hospital level of service).
  • Supportive team culture with ongoing coaching and re-validation of skills.

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