Senior Executive, Customer Service

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)

Qualification & Requirements