Job Description

As part of Speedoc's new Command Center, the SC3 Coordinator plays a critical role in managing both

patient operations

and

customer experience.

This hybrid position combines

service booking, patient coordination, hospital liaison work, and high-quality customer support.

Key Responbilities:

1. Customer & Patient Interaction

Manage inbound and outbound calls for patient enquiries, service bookings, and follow-ups. Assist customers with arranging home healthcare services including doctor visits, nursing care, monitoring, and ambulance requests. Clearly explain Speedoc's services, promotions, care pathways, and operational processes.

2. Service Booking & Operational Coordination

Schedule patient appointments and coordinate with internal teams such as doctors, nurses, and paramedics. Arrange external logistics including ambulances and courier services when required. Ensure all bookings are accurate, timely, and aligned with service standards.

3. Hospital & Partner Liaison

Communicate with hospital partners to provide updates on patients enrolled in their home care programs. Manage admissions, discharge follow-ups, and clarification requests from healthcare partners. Ensure service consistency and smooth operational handovers.

4. Problem-Solving & Issue Resolution

Identify gaps in bookings, patient information, or partner communication and resolve them promptly. Handle challenging situations calmly and professionally, ensuring minimal disruption to care delivery.

5. Documentation & Systems Management

Maintain accurate records of all patient interactions, service details, and daily operations in Speedoc's systems. Update call logs, appointment status, progress notes, and hospital-related documentation.

6. Quality, Performance & Continuous Improvement

Meet individual and team KPIs related to call handling, booking accuracy, response times, and service quality. Contribute ideas to improve Command Center workflow, customer satisfaction, and operational efficiency. Participate in regular training to stay updated on Speedoc's services, clinical workflows, and partner requirements.

Requirements:

Bachelor's degree in any field OR 2+ years of experience in customer service, healthcare coordination, call center operations, or related roles. Experience in healthcare operations or hospital coordination is an advantage.

Skills :

Excellent verbal communication and active listening skills. Strong multitasking ability and attention to detail. Ability to remain calm and professional under pressure. Familiarity with call center systems, booking platforms, or healthcare documentation. Strong problem-solving skills and a customer-first mindset.

Benefits / Advantages:

Attendance allowance Meal allowance Shift allowance Paternity and maternity leave Overtime pay (can earn up to RM 2,000 or more)
Job Types: Full-time, Fresh graduate

Pay: RM2,700.00 - RM3,000.00 per month

Benefits:

Additional leave Maternity leave Meal allowance Opportunities for promotion Parental leave Professional development
Work Location: In person