About this role
JOB DESCRIPTION
Call Handling & Communication
- Answer all incoming calls promptly and professionally by implementing correct telephone etiquette
- Direct calls to the appropriate departments, doctors, or personnel.
- Handle patient inquiries and provide basic hospital information.
- Manage internal calls between departments efficiently.
- Ensure emergency calls are escalated immediately to the relevant personnel.
Customer Service & Patient Assistance
- Provide clear and concise information regarding hospital services, operating hours, and appointments.
- Offer polite and empathetic communication, ensuring a positive experience for callers.
- Take messages accurately and ensure they are delivered to the intended recipient promptly.
System & Call Management
- Maintain a log of incoming and outgoing calls for record-keeping and reference.
- Update the telephone directory and hospital contact lists regularly.
- Report on any telephone system issues to the HOS, IT or maintenance department.
Emergency & Critical Situations
- Respond to emergency calls according to hospital protocols.
- Inform security, medical staff, or relevant departments in urgent situations.
- Ensure immediate action is taken for distress or emergency calls from patients or visitors.
JOB REQUIREMENT
Education
- Minimum SPM or equivalent.
- Diploma in Customer Service, Communications, or a related field (preferred).
Knowledge and Experience
- Previous experience as a Telephone Operator, Front Desk Personnel, or Customer Service Representative (preferably in a healthcare setting).
- Basic knowledge of telephone switchboard operations.
Skills & Competencies
- Excellent verbal communication and listening skills.
- Ability to remain calm and professional under pressure.
- Strong multitasking and time management skills.
- Basic computer skills for logging calls and updating records.
Special Skills Required
- Proficiency in English, Malay, and other relevant languages (advantageous).
- Ability to handle sensitive and confidential information with discretion.
Personal Attributes
- Friendly, patient, and service-oriented attitude.
- Strong sense of responsibility and teamwork.
- Professional phone etiquette and courteous demeanor.
- Adaptable and able to work in fast-paced environments.