全职 Customer Relation Executive 工作, 薪水 up to MYR 3,500, Ohana Specialist Hospital Federal Territory 公司招聘中 - Ricebowl

Who We Are?

At Ohana Specialist Hospital, we believe exceptional healthcare begins with compassion, professionalism, and a commitment to excellence. Our mission is to provide high-quality, patient-centred medical care through a team of experienced specialists, dedicated healthcare professionals, and advanced medical technology. Currently we are seeking a Customer Relation Executive to join us.

Scope & General Purpose of the Position :

• To be the main point of contact between the clinic and its patients and prospective patients through WhatsApp, phone calls and social media. This position is responsible for converting enquiries into appointments, managing the appointment schedule so that doctor slots are optimally filled, reducing no-shows, and looking after patient relationships and satisfaction so that patients return for treatment.

Responsibilities :

A. Enquiry & Lead Management

1. Answer all patient enquiries via WhatsApp, phone calls, social media DMs and email within the response time set by the clinic.

2. Contact every lead from ads and marketing campaigns, and follow up until the lead is closed (appointment booked or not interested).

3. Explain services, packages, prices and promotions according to the approved scripts and FAQs.

4. Record every enquiry, lead source and its status in the clinic system / CRM.

B. Appointment Management

5. Book, confirm, reschedule and cancel appointments in the system according to the doctors' and treatment rooms' schedules.

6. Send appointment reminders to patients (e.g. one day before and on the day of the appointment).

7. Contact patients who did not attend (no-show) or who cancelled to set a new date.

8. Manage the waiting list and fill empty slots caused by last-minute cancellations.

9. Coordinate with doctors, nurses and the front desk on schedule changes, doctors' leave and patients' special needs.

C. Customer Relations & Patient Retention

10. Make follow-up calls or messages after treatment according to the clinic SOP to check on the patient's condition and satisfaction level.

11. Remind patients about follow-up treatments, periodic check-ups and remaining package sessions (recall).

12. Re-contact patients who have not visited for a long time with a suitable offer or reminder.

13. Manage membership, package and patient referral programmes, if any.

D. Complaints & Feedback

14. Receive and record patient complaints calmly and professionally, and inform the patient of the timeframe for action.

15. Resolve complaints within own authority and escalate cases involving treatment, refunds or serious issues to the Clinic Manager / doctor.

16. Collect patient feedback and invite satisfied patients to leave a Google review.

E. Sales Support

17. Suggest additional packages or services that suit the patient's needs without giving medical advice.

18. Handle the collection of deposits or booking payments according to clinic procedures and record them accurately.

19. Help achieve the monthly targets for number of appointments, patient attendance and package sales.

F. Records, Confidentiality & Compliance

20. Update patient information in the system accurately and completely.

21. Safeguard the confidentiality of patients' personal information and medical records in line with the Personal Data Protection Act 2010 (PDPA) and clinic policy.

22. Do not give a diagnosis, medical advice or guaranteed treatment results; all clinical questions are referred to the doctor or clinical staff.

G. Reporting & Coordination

23. Prepare daily and weekly reports: number of enquiries, appointments booked, attendance (show-up) rate, no-shows and complaints.

24. Inform the Marketing team about lead quality, frequently asked questions and the reasons patients do not book.

25. Attend team briefings and meetings and keep knowledge of the latest services, prices and promotions up to date.

Qualification & Requirements :

• Minimum Diploma or Bachelor’s Degree in Business Administration, Customer Service, Communications, Marketing, or a related field.
• Fresh graduates are encouraged to apply; candidates with relevant customer service experience will have an added advantage.
• Able to communicate in Mandarin is preferred to facilitate communication with Mandarin-speaking customers.
• Good communication and interpersonal skills in Bahasa Malaysia and English.
• Strong customer service skills with a positive attitude and a customer-oriented mindset.
• Able to handle customer enquiries, feedback, complaints, and follow-ups professionally.
• Proficient in Microsoft Office and basic computer applications.
• Good organisational skills, able to multitask, and capable of working independently as well as in a team.
• Experience in the healthcare or hospital industry will be an added advantage.

Pay: RM3,000.00 - RM3,500.00 per month

Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion
• Professional development

Experience:

• Customer Relation Executive: 1 year (Required)

Work Location: In person