Customer Service and Attend to Enquiries

• Receive customers’ enquiries (walk-in or via telephone) and provide the information required
• Providing clear directions of Hospital’s facilities to customer upon inquiry
• Handling customer/patients’ queries and providing clear explanations and information
• Assisting patients by directing the customers to the respective departments and/or consultants’ clinic
• Triaging /understanding patients’ medical condition so as to be able to provide correct/appropriate referral to the consultants
• Providing personalized attention to customers especially for all customers who face any difficulty when dealing with us
• Ensuring that all customer enquiries and concern are promptly looked at and addressed appropriately
• Complying with the basic customer service courtesy protocol – greetings, smile and eye contact and to address to customers appropriately
• Maintaining customers’/patients’ confidentiality and discreteness at all times.

Attend to VVIP/VIP Patients/Customers

• To receive information of VVIP/VIP patients/customers from Manager, Customer Service or Senior Manager, Customer Service
• Assist the VVIP/VIPs in the logistics around the hospital (i.e.: registration, escorting, etc) where required
• Conduct patient rounds within the hospital (i.e.: wards, outpatient departments, admission/discharge areas, A&E, etc)
• To assess/screen patients during rounds in order to provide immediate assistance where required

Handling of Customers’ Feedbacks

• Address to all customers’ feedbacks promptly and professionally
• Calm angry complainant and to bring them to the discussion room, to avoid any interruption and misunderstandings
• To ensure proper follow through for all complaint cases until resolution