Envoy, Concierge

Main Responsibilities

1. Manage patient appointments efficiently to ensure smooth service flow and minimal waiting time.
2. Oversee the management, distribution, and availability of brochures and flyers to support patient information needs.
3. Handle general enquiries and complaints in a professional, timely, and customer-focused manner.
4. Perform clerical and administrative duties as required to support departmental operations.
5. Actively participate in the implementation and support of any new services introduced by the hospital.
6. Ensure compliance with all relevant policies and procedures, including ISO 9001:2015, ISO 14001:2015, ISO 45001:2018, 5S, and Hospital Accreditation standards, with proper documentation maintained where applicable.
7. Ensure that policies relating to patients’ and families’ rights are consistently upheld.
8. Ensure compliance with Patient Safety Goals at all times.
9. Ensure adherence to Standard People Practice (SPP) guidelines.
10. Support Customer Loyalty Management initiatives, including KPJ Cares programmes .
11. Undertake any additional duties as assigned by the hospital, as deemed necessary for the effective performance of the role.