Envoy, Care Line, Customer Care & Experience

SUMMARY OF DUTIES A hospital telephonist is responsible for handling incoming and outgoing calls, directing enquiries to the right services , assisting patients and visitors with information, relaying messages accurately, managing emergency communication according to hospital protocols, and ensuring confidentiality while providing courteous and professional service at all times MAIN DUTIES RESPONSIBILITIES

1. Answer and manage incoming calls promptly and courteously. 2.Direct calls to the appropriate departments or personnel. 3.Manage outgoing calls for staff and official communication 4.Handle emergency calls in line with hospital protocols Maintain updated contact lists, extensions, and directories Uphold confidentiality in all communications.
2. Provide polite and empathetic customer service to patients, relatives, and visitors over the phone. 6.Adhere to the Standard People Practice. To perform any other duties, without hesitations as and when required by the management.
3. To attend and participate in department meeting and briefing Reporting unsafe practices, near misses, incidents and accidents.
4. Ensure the policies on patients and family rights are addressed at all times
5. Ensure compliance of Patient Safety Goals as safety improvement measures. To carry out duties as an employee as stipulated in Occupational Safety and Health Act and regulation 1994. a) To take reasonable care at work for the safety of yourself and other persons. b) To co-operate with your employer or any other person in the discharge of any duty. c) To wear or use any protective or measure on occupational safety and health. d) To comply with any instruction or measure on occupational safety.
6. Adopt the policies and procedures of ISO 9001: 2015, ISO14001:2015, ISO45001:2018, Malaysian Hospital Accreditation Standards and Joint Commission International Accreditation Standard.

QUALIFICATIONS

REQUIRED SPM EXPERIENCE REQUIRED 1 year experience in telephonis /Customer Service