Guest Relations & Patient Engagement Officer

Guest Relations & Patient Engagement Officer

About the role

Join our team as a Guest Relations & Patient Engagement Officer based in George Town, Penang. This full-time role is a crucial part of ensuring our patients and their families have the best possible experience during their stay with us.

Objective:

To provide compassionate and professional customer service, ensuring a seamless and welcoming experience for clients, visitors, and caregivers. The role also includes maintaining a healing and stress-free environment, supporting the emotional and physical well-being of those in recovery.

Key Responsibilities:

1. Front Desk Operations & Client Assistance
   
   • Warmly welcome and assist patients, visitors, and caregivers, ensuring they feel safe and supported.
   • Manage check-ins, check-outs, and appointment scheduling with professionalism and care.
   • Handle phone calls, emails, and walk-in inquiries regarding services, appointments, and policies.
   • Maintain strict confidentiality and ensure patient information is handled securely.
2. Customer Service & Emotional Support
   
   • Address client concerns or special needs with empathy and patience.
   • Assist patients in understanding their treatment schedules, available support services, and facility amenities.
   • Act as a calming presence, offering reassurance to those who may feel anxious or overwhelmed.
   • Handle feedback, complaints, and emergency situations with professionalism, escalating issues when necessary.
   • Assist in emergency response procedures as per the center’s protocols.
   • Organize activities or create value-added services and experience for patient and family.
3. Environment Enhancement & Facility Ambiance
   
   • Maintain a calm, organized, and aesthetically pleasing centre.
   • Ensure soothing music, soft lighting, and comforting decor are maintained to create a healing atmosphere.
   • Keep brochures, wellness materials, and center information readily available and neatly displayed.
   • Coordinate with housekeeping and maintenance teams to ensure cleanliness, air quality, and overall ambiance align with a stress-free recovery environment.
   • Arrange seasonal decorations or small aesthetic enhancements to create a warm, welcoming space.

Education & Qualifications:

• Candidate must possess at least a Degree in Hospitality, Healthcare Management, Psychology, Business Administration, or a related field.

Work Experience:

• Minimum 3 years of experience in hospitality, guest relations, healthcare administration, or a customer service role.
• Prior experience in patient engagement, wellness program coordination, or recovery centre operations is an advantage.

Industry Knowledge & Skills:

• Strong understanding of healthcare, wellness, and recovery centre operations.
• Ability to coordinate patient activities and ensure a comfortable, engaging environment.
• Knowledge of customer service best practices, front desk operations, and administrative tasks.
• Excellent communication, negotiation, and interpersonal skills to interact with patients, caregivers, and medical teams.
• Strong leadership, problem-solving, and conflict-resolution abilities.
• Empathetic and customer-oriented mindset to handle sensitive patient needs.
• Ability to multitask, prioritize, and work in a fast-paced recovery environment.

Other Requirements:

• Proficiency in Microsoft Office Suite.
• Familiarity with healthcare regulations, confidentiality policies, and patient rights is a plus.
• First Aid & CPR certification is a plus.
• May require shift work, including weekends and evenings, depending on the facility’s needs.