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.
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