Job Description

SUMMARY OF DUTIES

• Responsible for providing interpretation, translation and customer service support for patients and visitors.
• The roles serve as a communication bridge between patients, doctors, nurses and hospital services to ensure smooth coordination, excellent patient experience and efficient healthcare service delivery.
• The position also supports the hospital’s health tourism initiatives and international patient services.

MAIN RESPONSIBILITIES

1. Provide interpretation services for patients during consultations, admissions,

investigations, procedure and discharge processes.

1. Translate medical reports, consent forms, hospital documents, marketing materials and correspondence to English/Malay and vice versa.
2. Assist patients with registration, appointment arrangements, admission,

billing and discharge procedures.

1. Serve as the main liaison officer for patients and their families during their stay

in the hospital.

1. Respond to customer inquiries, complaints, and feedback professionally

and promptly.

1. Coordinate appointments, investigations, procedures, transportation,

accommodation and follow-up arrangement for international patients

when required.

1. Support the Health Tourism services in handling communication with agencies, embassies, insurance companies and business partners.
2. Assist in promoting hospital services to markets through customer engagement and, marketing activities.
3. Participate in hospital events, exhibitions, roadshows and promotional activities related to health tourism.
4. Maintain proper records, reports, patient documentation and services

correspondence.

1. Ensure confidentiality of patient information and compliance with hospital

policies and procedures.

1. Provide administrative and operational support to the Business Growth &

Marketing Services as assigned by the Management.

1. To carried out duties as an employee as stipulated in Occupational Safety and Health Act and Regulations 1994 :-

• To take reasonable care at work for the safety of yourself and other persons.
• To cooperate with your employer or any other person in the discharge of any duty.
• To wear or use any protective equipment or clothing provided by the employer
• To comply with any instruction or measure on occupational safety and health.

1. Participate actively in any other new service that is introduced
2. Ensure all policies and procedures of ISO 9001:2008, ISO 14001:2004, OHSAS 18001:2007 are adhered to and records maintained, if and when programs are implemented.
3. Ensure to actively participate in all 5S activities
4. Ensure the policies on patients and family’s right are addressed at all times.
5. Ensure compliance to Patient Safety Goals as safety improvement measure recommended by World Alliance for Patient Safety (2008)
6. Ensure adhere to Standard People Practice (SPP)
7. Ensure PDPA form signed by the patient.
8. To perform any other duties as and when required by the management.