Envoy,Concierge, Customer Care & Experience

GENERAL DESCRIPTION The CCX Envoy acts as an ambassador of patient and customer experience , ensuring that service excellence is consistently practiced across the hospital. This role promotes a culture of caring, compassion, and continuous improvement, while supporting staff in delivering outstanding customer service.

JOB DESCRIPTION Customer Experience Advocacy Champion KPJ’s Committed, Accountable, Respectful and Excellent service values in all patient interactions. Act as the voice of the customer by identifying concerns, needs, and opportunities for improvement. Support initiatives to enhance patient and family satisfaction. Greet and offers assistance to patients / customers who require help Keeps confidentiality of patients’ personal and medical history Works closely with Consultants & staff (clinical & non-clinical) to ensure smooth coordination and continuous communication to meet patients’ needs Report to Head of Service for any malfunction of machine / equipment Delivers accurate information and efficient service in answering requests, providing information and resolving issues on services for customers Provides prompt personalized service to all inquiries (written, verbal & telephone) and feedback from customers.

OSH Act & Regulations 1994 Responsible and accountable to carry out duties as employee stipulated in OSH Act & Regulations 1994 To take responsibility to carry at work for the safety of yourself and other persons To cooperate with your employer or any other person in the discharge of any duty To wear or use any protective equipment or clothing provided by the employer To comply with any instruction or measure on occupational safety and health.

Baby Friendly Concept Responsible and accountable to adhere to the steps of successful breastfeeding as requirement Patient Safety Goal Ensure compliance of Patient Safety Goals as safety improvement measures as recommended by World Alliance for Patient Safety Ensure the policies on Patient and Family’s Rights are addressed at all times.

Integrated Management System Participates actively and encourages compliance to all policies and Procedures of ISO 9001:2015, ISO 14001, OHSAS 18001, ISO 14001:2015, Malaysian Hospital Accreditation Standards and PSG. PDPA Act 2010 To review and adopt internal personal data protection policies and practices to comply with the PDPA Act 2010.

Participate actively in any other new service that is introduced Ensure produce better result and Continual Improvement in delivering service to customers. To perform other duties as and when required by the management Produce outcome within the expectation of the shareholder and customers. JOB REQUIREMENT Education: Minimum SPM.

Preferably with relevant experience related to nursing and Customer Services. Knowledge and Experiences: MINIMUM 1 year working experience Good interpersonal, communication skill and fluent in both spoken and written English IT literate. Skills & Competencies: Special skills required Multi language Communication Excellence Ability to communicate clearly, warmly, and professionally with patients, families, and staff.

Skilled in active listening and empathetic responses. E motional Intelligence (EQ) Recognize and manage own emotions while responding appropriately to others. Ability to stay calm, patient, and compassionate under pressure.