Job Description

Job Purpose

To stimulate a cultural change, be proactive and to enhance the quality of care and customer service provided to all of the hospital's customers and/or patients.

Core Duties

Receive customers' enquiries (walk-in or via telephone) and provide the information required Providing clear directions of Hospital's facilities to customer upon inquiry Handling customer/patients' queries and providing clear explanations and information Triaging /understanding patients' medical condition so as to be able to provide correct/appropriate referral to the consultants To assist the VVIP/VIPs in the logistics around the hospital (i.e.: registration, escorting, etc) where required To conduct patient rounds within the hospital (i.e.: wards, outpatient departments, admission/discharge areas, A&E, etc) To assess/screen patients during rounds in order to provide immediate assistance where required To address to all customers' feedbacks promptly and professionally To calm angry complainant and to bring them to the discussion room, to avoid any interruption and misunderstandings To log in all complaints received and to notify respective superior immediately To draft reply letters (None clinical) for the complainants based on the input provided by the relevant departments' HOD (where required)

Qualifications & Requirements

Bachelor's Degree

in Business Administration, Healthcare Management, Hospitality, or related field.

Minimum 3-5 years of experience

in a hospital or hospitality customer service environment. Excellent communication and interpersonal skills. Able to communicate in Mandarin/Cantonese language is an extra advantage. Strong leadership, problem-solving, and service recovery abilities. Computer literate (Microsoft Office, Hospital Information System).
Job Types: Full-time, Permanent

Benefits:

Health insurance Maternity leave Opportunities for promotion Parental leave Professional development
Experience:

Customer service: 6 years (Required)
Language:

Mandarin (Required) Cantonese (Required)
Work Location: In person