About this role
GENERAL DESCRIPTION
• Responsible for Customer Care Delivery, Facilities and Process of Hospital Services.
• Responsible to maintain a favorable public image of KPJ Perdana Specialist Hospitality.
• Action regarding quality improvements and problem solving are dealt with immediately. This must be within the context of the Corporate and Hospital Policies, Procedures and vision.
• To stand station at designated area in the hospital and serve as building host. Ensuring customer service is conducted in a courteous and professional manner to customers.
• Handling, Care and maintenance of wheelchairs.
• Responsible for maintaining a clean and safe work environment.
JOB DESCRIPTION
ORGANIZATION AND MANAGEMENT
• To acknowledge and greet customer warmly and ascertain their needs.
• Answering customer inquiry about hospital facility and services.
• To assist customer at hospital main entrance and ushering them to required services.
• To carry customer luggage.
• To search and gather wheelchair throughout the hospital and station them at designated area.
• To conduct maintenance to ensuring all wheelchairs is in good conditions.
• To offer wheelchair to the needy.
• To disinfect wheelchair after used.
• To push patient on wheelchair as requested.
• To disinfect all wheelchair everyday.
• To ensure wheelchair in working condition.
• Tidying up and cleaning working area and public spaces at station.
Others:
• This Job Description of Envoy, Concierge is subject to periodic review and may be changed at any time in consultation with the employee.
• Performs any other job-related duties not specified in this job description when assigned by superiors.
• The duties and responsibilities are not exhaustive. Other duties may be involved.
HUMAN RESOURCE AND DEVELOPMENT
• Takes personal responsibility for own professional development and keeps up to date with professional change and growth by maintaining mandatory learning hours for attending 30 hours of training.
• Participates in the orientation of new members of staff to the services.
• Participates actively in any other new service that is introduced.
• Maintain the record of personal leave and training attended.
POLICIES AND PROCEDURE
• To adhere to the hospital policies, procedure, guidelines and work instructions to ensure compliance with work policies and procedures.
• Maintain the confidentiality of patients’ personal and medical history compliance with hospital and government legislative requirements.
• Ensure adherence to Prevention and Control of Infection.
FACILITIES AND EQUIPMENT
• Keep working station and work place always neat and tidy.
• Maintains proper storage of equipment assigned in the unit (computer & printer).
• Check all equipment to ensure that they are in good condition and ready to be used at all time. Report if there is any faulty.
• Liaise with HES/ Report to Bio Medical personnel if any faulty and takes necessary action accordingly.
• Operates / maintains specialized equipment assigned to the unit and provides assistance / guidance to new staff in their use.
• Checks that all equipment in the unit are functioning well and service according to PPM schedule.
• Assists in maintenance of instruments and equipment by proper cleaning, handling, disinfect and utilizing as directed.
• Assists the HOS in keeping accurate records of equipment inventory, enough supplies and stationaries in the service.
SAFETY AND QUALITY IMPROVEMENT ACTIVITIES
• Complies and promotes Baby Friendly Hospital Initiative Breastfeeding Policy, and protect, promote and support Baby Friendly Hospital activities.
• Complies to all risk mitigation policy, HIRARC, and participate in all drill activity run in hospital.
• Participates actively in any other new service that is introduced by the services.
• Participate in any initiative activities in service for further improvement
• Participates in 5S activities and comply with the specified requirements
• Practices Standard People Practice (SPP) at all times.
• Ensure compliance of Patient safety goals as safety improvement measures recommended by World Alliance for Patient Safety.
• Policies on patient and family rights are addressed at all times
• Participates actively and encourages compliance to all policies and Procedures of ISO 9001, ISO 14001, ISO 45000, Malaysian Hospital Accreditation Standards, PSG and IMS.
• Complies with any instruction or measure on occupational safety and health
• Carries out duties as an employee as stipulated in Occupational Safety and Health Act and Regulations 1994:-
• To take reasonable care at work for the safety of yourself and other persons.
• To co-operate with your employer or any other person in the discharge of any duty.
• To cooperate with the outsourcing parties or any other persons in the discharge of any duty.
• To wear or use any protective equipment or clothing provided by the employer.
• To comply with any instruction or measure on occupational safety and health.
• Reporting unsafe practices, conditions, near misses, incidents and accidents to Chief Executive Officer and OSH and Environmental committee
• Supporting and implement in ESG activities at service working place.
ADDITIONAL DUTIES AND RESPONSIBILITIES IN THE SPECIFIC AREAS (If any)
JOB REQUIREMENT
Education:
• Sijil Pelajaran Malaysia
Knowledge and Experiences:
• 1-2 years of relevant working experience.
• Computer literate especially in Microsoft Office and Excel.
• Able to communicate in English and Bahasa Malaysia
Skills & Competencies:
Special skills required
• Caring, honest and responsible worker.
• Has good communication, counseling and interpersonal skills.
• Able to communicate with all levels of staff and patients.
Personal attributes
• Able to portray a high quality image of the hospital to visitors and patients.
• Seek to treat, maintain patient’s dignity, privacy, autonomy and confidentiality.
• Able to guide new staff and other related staff.
• Possess the attitude to make the patient care the primary concern, treating every patient compassionately, demonstrating and an aspiration to altruism.
• Seek to serve, maintain patient’s dignity, privacy, autonomy and confidentiality.
• Prepared to work as a team member
• Willingness to work after office hours /weekends /public holidays if necessary.