Job Description

Key Responsibilities

Manage and interact with patients through various communication channels such as phone calls, email, WhatsApp, Google Pages, and social media (Facebook, Instagram, TikTok, etc). Provide accurate, clear, and complete information using the appropriate methods and tools. Schedule patient appointments based on the Doctor's availability in the DA system. Ensure excellent service standards by responding promptly and efficiently to all patient inquiries. Handle patient feedback and complaints professionally, providing suitable solutions and follow-ups to ensure full resolution and satisfaction. Escalate issues to the appropriate internal teams or Doctors when required and monitor progress until resolved. Maintain positive communication, adhere to company SOPs, and contribute ideas for service improvement. Take proactive steps to engage, attract, and retain patients through personalised communication and follow-up. Conduct WhatsApp blasts to collect and analyse feedback from patients and send birthday wishes according to their birth dates. Follow up with patients from marketing events or promotions to encourage continued engagement. Support and assist Dental Surgery Assistants (DSA) when necessary. Provide feedback or training to DSA on patient care following the S.N.O.W principle (Seamless, Near to perfection, Obsession, Worthwhile). Record and maintain accurate patient interaction data, feedback, and suggestions in Excel format. Prepare and submit monthly patient service reports before the 3rd of each month. Suggest improvements and provide recommendations to management for better customer satisfaction and experience.

Requirements / Qualifications

Minimum

SPM / Diploma

in Business Administration, Marketing, Communications, or related field. At least

1 year of experience

in Customer Service, Reception, or related roles (experience in dental or healthcare industry is an added advantage). Excellent communication skills in

Bahasa Malaysia and English

(both written and spoken). Friendly, empathetic, and patient personality with a strong sense of responsibility. Able to multitask, manage time effectively, and work under minimal supervision. Proficient in using

Microsoft Office (Excel, Word)

and familiar with

social media platforms

. Willing to learn and grow in a dynamic and customer-focused environment.
Job Type: Full-time

Pay: From RM1,700.00 per month

Benefits:

Maternity leave Parental leave Professional development
Work Location: In person