command center care coordinator

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Speedoc (Malaysia) SDN BHD Full time

Role Overview :-

As part of Speedoc's new Command Center, the SC3 Coordinator plays a critical role in managing both patient operations and customer experience. This hybrid position combines service booking, patient coordination, hospital liaison work, and high-quality customer support.

You will be at the heart of our healthcare operations—ensuring patients receive timely care, supporting hospitals with accurate updates, and delivering a seamless end-to-end experience for every stakeholder. This role is essential to Speedoc's mission of reshaping patient-centric healthcare.

Key Responsibilities:-

  1. Customer & Patient Interaction

  2. Manage inbound and outbound calls for patient enquiries, service bookings, and follow-ups.

  3. Assist customers with arranging home healthcare services including doctor visits, nursing care, monitoring, and ambulance requests.

  4. Clearly explain Speedoc's services, promotions, care pathways, and operational processes.

  5. Service Booking & Operational Coordination

  6. Schedule patient appointments and coordinate with internal teams such as doctors, nurses, and paramedics.

  7. Arrange external logistics including ambulances and courier services when required.

  8. Ensure all bookings are accurate, timely, and aligned with service standards.

  9. Hospital & Partner Liaison

  10. Communicate with hospital partners to provide updates on patients enrolled in their home care programs.

  11. Manage admissions, discharge follow-ups, and clarification requests from healthcare partners.

  12. Ensure service consistency and smooth operational handovers.

  13. Problem-Solving & Issue Resolution

  14. Identify gaps in bookings, patient information, or partner communication and resolve them promptly.

  15. Handle challenging situations calmly and professionally, ensuring minimal disruption to care delivery.

  16. Documentation & Systems Management

  17. Maintain accurate records of all patient interactions, service details, and daily operations in Speedoc's systems.

  18. Update call logs, appointment status, progress notes, and hospital-related documentation.

  19. Quality, Performance & Continuous Improvement

  20. Meet individual and team KPIs related to call handling, booking accuracy, response times, and service quality.

  21. Contribute ideas to improve Command Center workflow, customer satisfaction, and operational efficiency.
  22. Participate in regular training to stay updated on Speedoc's services, clinical workflows, and partner requirements.

Requirements:-

  • Bachelor's degree in any field OR 2+ years of experience in customer service, healthcare coordination, call center operations, or related roles.
  • Experience in healthcare operations or hospital coordination is an advantage.

Skills:-

  • Excellent verbal communication and active listening skills.
  • Strong multitasking ability and attention to detail.
  • Ability to remain calm and professional under pressure.
  • Familiarity with call center systems, booking platforms, or healthcare documentation.
  • Strong problem-solving skills and a customer-first mindset.

Personal Traits:-

  • Empathetic, patient-centric, and service-oriented.
  • Organized, reliable, and able to work in a fast-paced Command Center environment.
  • Team player with a positive attitude and willingness to learn.

This role acts as the nerve center of Speedoc's operations, ensuring that patients, hospitals, and care teams are always aligned. By combining customer service with operational coordination, the Command Center Care Coordinator directly impacts patient outcomes and strengthens Speedoc's reputation for reliable, compassionate care.

Job Type: Full-time

Pay: RM2, RM3,000.00 per month

Benefits:

  • Health insurance
  • Maternity leave
  • Parental leave

Work Location: In person

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