Role Purpose

• The Customer Experience Reliever will support frontline service delivery by serving as the first point of contact for patients and visitors.
• The role requires professionalism, empathy, and strict adherence to healthcare protocols, including patient confidentiality, data protection, and infection control standards.
• This is a relief role and requires flexibility to cover shifts as assigned

Key Responsibilities

• Serve as the first point of contact for patients and visitors at the facility.
• Receive, screen, and direct incoming calls, inquiries, and walk-in patients appropriately.
• Support patient registration, appointment coordination, and basic service guidance.
• Communicate clearly and professionally with patients while maintaining empathy and discretion.
• Address patient concerns and complaints promptly and escalate when necessary.
• Maintain accurate records and relay messages to clinical and administrative teams.
• Uphold patient confidentiality, data protection, and infection prevention protocols at all times.
• Support smooth daily operations by covering shifts as required and assisting where needed.
• Maintain a visible, professional presence within the facility.
• Perform other related duties as assigned by management.

Key Competencies and Skills

• Strong verbal and written communication skills.
• High level of empathy, patience, and emotional intelligence.
• Professional appearance and conduct suitable for a healthcare environment.
• Ability to multitask and remain calm under pressure.
• Reliable, punctual, and flexible with work schedules.
• Basic computer skills, including Microsoft Office.

Minimum Requirements

• Diploma or Bachelor’s degree in Communication, Public Relations, Customer Service, or a related field.
• 6 months to 1 year customer service experience is an added advantage.
• Prior experience in a healthcare or service-oriented environment is desirable.
• Previous exposure to a hospital, clinic, or medical service environment will be an added advantage.