POSITION SUMMARY:
Main responsibility is to assist in managing internal and external calls excellently.
Always alert, focus and helpful and carry pleasant personality in creating the best hospitality experiences for the guests. Greets callers with friendly and cheerful voice tone, provides prompt and efficient information & careline service at all times.
As Information, welcomes patient and visitors by greeting patients and visitors, in person or on the telephone; answering or referring inquiries and scheduling appointments in a professional and timely mannered.
He should also be fully conversant with all services and facilities offered within the hospital's vicinity.
This position reports directly to HEAD OF UNIT CARELINE
DUTIES & RESPONSIBILITIES:
1. To maintain professionalism, focus and confidence upon attending to caller.
2. To assist in ensuring that message received is correctly taken and is transferred to the right staff/department professionally and appropriately.
3. To assist in ensuring that clear announcement made through PA service.
4. To assist in monitoring and able to identify used for personal call.
5. To assist in ensuring that the emergency announcement is clearly received by the Specialists and staff (*emergency codes activation as back-up team Whenever required).
6. To assist in ensuring that the message received taken and informed to On-Call Team is correctly.
7. To assist in ensuring consistency monitoring of call pick up and abandoned calls by Careline team <20 seconds.
8. To professionally respond to any inquiries with the pleasant voice tones, proper addressing of Encik/Puan and polite greetings and assistance of "Selamat Pagi, boleh saya bantu?".
9. To ensure of the confidentiality of customer's personal particulars.
10. Rotation in information counter based in schedule, for welcomes patients and visitors by greeting patients and visitors, in person or on the telephone; answering or referring inquiries and scheduling appointments in a professional and timely manner.
11. To ensure in front counter have effective communication naturally, a should have excellent verbal communication skills.
12. To ensure in front counter have skilful and knowledgeable when dealing with customers.
13. To implement Information & Careline Standard Operating Procedure (SOP) towards best services and excellence results in Brand Service Standard Audit by Information & Careline staff.
14. Project good customer service, build and sustain good rapport with all customers including doctors and other staff.
15. To perform other related duties as assigned by HOU/HOD.
16. To follow all policies, enhance team spirit and perform the Core Value.
17. To take reasonable care at workplace for the safety of oneself, others and to comply with any instruction or measure on occupational safety, health and environment as required. Report all accidents/ incidents and hazard to the superior and complete the incident Report Form for each accident / incident.
Job Types: Full-time, Permanent
Benefits:
- Maternity leave
- Opportunities for promotion
- Professional development
Application Question(s):
- How long is your notice period?
- Do you have work experience as Careline?
- Will you be able to work on shift basis?
- What is your expected salary?
Work Location: In person
