Customer Service Officer

Job Purpose Statement:Provide prompt and easy engagement of professional medical services to fulfill the needs of the patients, payers, and corporate partners.
Job Requirements:
Aid with enquiries, medical referrals, specialist appointments, admissions (including evacuation), and other support requirements such as visa applications, accommodation and transport arrangements, meet-and-greet services, and interpreter services.
Assist with medical outpatient appointments and inpatient admissions.
Make outbound calls to customers/patients to finalize and close enquiries, including proposing appropriate services and specialists.
Make accurate data entries to the CRM and maintain proper document records, ensuring they are always well-organized.
Coordinate with other teams, such as IPS, EHS, Radiology, Business Office, and Marketing on follow-up/escalated cases/admin matters.
Provide administrative support in checking medical reports and report compilation.
Handle and direct calls/emails/faxes to the department/patient room.
Assist in contacting doctors upon request.
Handle emergency code situations.
Perform any other duties assigned by the supervisor.
Key Results Areas and Key Performance Indicators:
Aid with enquiries and support requirements:Transaction monitoring result
Productivity rate
Accuracy in CRM case log
Customer satisfaction score
Contact per hour (depends on channels assigned)
Punctuality
Adherence to schedule
No validated complaintsMake outbound calls to finalize and close enquiries:Customer satisfaction score
Conversion rateAccurate data entry and record maintenance:Accuracy in CRM case log
Timeliness of data entryCoordinate with other teams:Effective communication and follow-upAdministrative support for medical reports:Accuracy and timeliness of report compilationHow do your skills match this job?Your application will include the following questions:
Which of the following statements best describes your right to work in Malaysia?
What's your expected monthly basic salary?
Which of the following types of qualifications do you have?
How many years' experience do you have as a customer services representative?
Have you worked in a call centre before?
Do you have data entry experience?
Do you have customer service experience?
Which of the following languages are you fluent in?#J-18808-Ljbffr