Envoy, Care Line

JOB DESCRIPTION Call Handling & Communication: Answer all incoming calls promptly and professionally by implementing correct telephone etiquette Direct calls to the appropriate departments, doctors, or personnel. Handle patient inquiries and provide basic hospital information. Manage internal calls between departments efficiently.

Ensure emergency calls are escalated immediately to the relevant personnel . Customer Service & Patient Assistance: Provide clear and concise information regarding hospital services, operating hours, and appointments. Offer polite and empathetic communication, ensuring a positive experience for callers. Take messages accurately and ensure they are delivered to the intended recipient promptly .

System & Call Management: Maintain a log of incoming and outgoing calls for record-keeping and reference. Update the telephone directory and hospital contact lists regularly. Report on any telephone system issues to the HOS, IT or maintenance department . Emergency & Critical Situations: Respond to emergency calls according to hospital protocols.

Inform security, medical staff, or relevant departments in urgent situations. Ensure immediate action is taken for distress or emergency calls from patients or visitors. JOB REQUIREMENT Education: Minimum SPM or equivalent. Diploma in Customer Service, Communications, or a related field (preferred). Knowledge and Experience: Previous experience as a Telephone Operator, Front Desk Personnel, or Customer Service Representative (preferably in a healthcare setting).

Basic knowledge of telephone switchboard operations. Skills & Competencies: Excellent verbal communication and listening skills. Ability to remain calm and professional under pressure. Strong multitasking and time management skills. Basic computer skills for logging calls and updating records. Special Skills Required: Proficiency in English, Malay, and other relevant languages (advantageous).

Ability to handle sensitive and confidential information with discretion. Personal Attributes: Friendly, patient, and service-oriented attitude. Strong sense of responsibility and teamwork. Professional phone etiquette and courteous demeanor. Adaptable and able to work in fast-paced environments.