Job Purpose

• To facilitate the administration of all IT application and its subsystems to fit the operational needs of the Contact Centre
• Assists in the development and regular review of a continuity plan to address any failure in the Contact Centre system.
• Supports team manager and performs management duties in the absence of the manager, making key judgement & keeping Contact Centre Manager/HOD informed on operational functions or key issues.
• Maintain patient/customer confidentiality in all services provided and practice the standards set with the Code of Business Conduct (COBC).

Key Responsibilities

• Assist in planning, development and coordination of the activities of the Contact Centre.
• Assists in the development and regular review of a business continuity plan to address any failure in the Contact Centre system.
• Oversees the Contact Centre in the absence of his Superior.
• To facilitate the administration of all IT application and its subsystems to fit the operational needs of the Contact Centre.
• To liaise with IT in all troubleshooting and improvement of the Contact Centre system.
• Monitors equipment to ensure that it works correctly. If there are problems notifies the relevant department or vendors.
• Conduct administrative duties in the support of the Contact Centre.
• Compiles & analyzes data on Contact Centre Operations, prepares reports and makes recommendations for improvements.
• Responds to inquiries regarding operations, investigate and resolve problems, complaints or discrepancies.
• Attend meetings and training sessions as directed by the HOD
• Delegates responsibilities to the designated staff.
• Keeps the department head informed day to day issues.
• Carries out any other duties and when directed by the department head or Senior Manager.
• Familiar with department Key Performance Index (KPI) requirements & responsible for ensuring its achievement through monitoring of daily operations.
• Able to research required information using accessible resources.
• Performs any other work-related duties as assigned by the Senior Manager, Contact Centre.
• Drive the departments’ Key Performance Index (KPI) and responsible for ensuring its achievement through monitoring of daily operations.
• Maintain attendance, personal appearances, punctuality and adhere to policies mentioned in the employee handbook.
• Attends of facilitates staff meetings/training as and when directed by the Unit Head/ HOD/ Manager.
• Ensures that all duties are carried out in line with the hospital policy outlined in the employee Handbook.

Interested candidates can email their applications to:

Ms Dayang dayang.nur.hayati@ramsaysimedarbyhealth.com

Job Purpose 

• Serves a vital role in acting as the institution's initial point of contact with clients of Ramsay Sime Darby Healthcare.
• Efficiently manages all types of enquires and requests with reference to information pertaining to Ramsay Sime Darby Healthcare and its shared services.
• Responsible for booking of client outpatient appointments, delivery of general hospital(s) information as well as other information about Ramsay Sime Darby Healthcare and its corresponding services.

Job Key Responsibilities

• Handle outbound and inbound calls professionally from external and internal customers and assist customers with inquiries & requests.
• Able to handle emergency requests such as ambulance requests quickly, calmly and professionally.
• Make outpatient appointments for patients from phone or upon relevant request.
• Have sufficient clinical knowledge to assist patients in selecting proper specialty for treatment and consultation.
• Responsible for announcements over the public address system when required – Emergency Response Calls and any other announcement as required.
• Handle escalated calls, complaints, and queries as necessary.
• Must be sufficiently familiar with the operations of the hospital(s) to correctly answer and/or route calls to appropriate departments / staff.
• Must be sufficiently familiar with doctors’ specialties, clinic hours, and scheduling preferences to make correct appointments for patients.
• Maintain a response rate to inbound calls in accordance with agreed standards of performance.
• Attend all official phone calls promptly using a pre-determined script and with proper telephone etiquette.
• Make detailed notes on all transactions made in the Hospital Information System and maintain accurate and detailed records.
• Notify patients regarding clinic cancellations and reschedule appointments.
• Blocking and unblocking of clinics at HIS upon request from Doctors or clinic assistant.
• Arrange for interpreter services when necessary.
• Perform assigned clerical duties when necessary.
• Assist superiors as and when needed.
• Must be able to research required information using accessible resources.
• Maintain regular consistent attendance, personal appearance, punctuality and adhere to health and safety procedures.
• Send SMS reminders to patients regarding upcoming appointments and clinic cancellations.
• Guide and train junior staff.
• Establish and maintain efficient working relationships with superiors and customers.
• Attends all staff meetings / training as and when directed by the Department Head.
• Ensures that all duties are carried out in line with the hospital policy as outlined in the employee handbook.
• Maintain patient / customer confidentiality in all services provided.
• Able to rotate work location in the following sites: Subang Jaya Medical Centre, Ara Damansara Medical Centre or Wisma Consplant.

Education / Professional Qualification

• Should possess a minimum qualification of Diploma (studies related to Medical).
• 1 – 2 years’ experience working in the Hospital / Clinical / Medical background
• 1 – 2 years’ experience working in the Call Centre / Customer Service industry
• Mandarin-speaking is added advantage

Professional Experience

• Good command of English and Bahasa Malaysia. Additional language is an advantage.
• Proficient in relevant computer applications.
• Good team player with excellent communications and interpersonal skills.
• Able to react effectively and calmly in emergencies.
• Able to operate well under pressure.
• Requires excellent customer service skills.

Interested candidates can submit their resume to Ms Dayang: dayang.nur.hayati@ramsaysimedarbyhealth.com

We are expanding our team and would like to invite suitably qualified medical specialists from the following specialties to work with us:

• Consultant Infectious Diseases Physician
• Consultant Endocrinologist
• Consultant Neurologist
• Consultant Microbiologist
• Consultant Interventional Radiologist

The successful candidates for the positions will:

• Be part of a progressive team to ensure that SJMC provides the highest standards of care to our patients.
• Require the following:
  • Minimum 5 years post graduate (those with less than 5 years’ experience may also be considered in certain fields)
  • Registered with the National Specialist Register (NSR) and Malaysian Medical Council Interested candidates are invited to submit their application with resume to Dr Vasuhi Murugiah at vasuhi.murugiah@ramsaysimedarbyhealth.com ; +603-5639 1991