- To efficiently manage the hospital switchboard by handling and directing calls, responding to enquiries, and facilitating timely communication while maintaining professionalism, confidentiality, and excellent customer service.
Duties and Responsibilities
Call Handling & Communication
- Answer all incoming calls promptly, courteously, and professionally.
- Route calls accurately to the appropriate departments or individuals.
- Take and relay messages clearly and correctly when necessary.
- Handle emergency calls efficiently in accordance with hospital procedures.
- Provide accurate information about hospital services, visiting hours, and contact details.
- Direct walk-in clients to the appropriate service points when stationed at the reception area.
Coordination & Escalation
- Liaise with departments (clinical and non-clinical) to ensure quick response to urgent queries.
- Escalate unresolved or sensitive issues to supervisors in a timely manner.
- Maintain a record of all calls as per hospital communication protocols.
- Report any technical issues with phone lines or equipment to the IT team promptly.
Emergency Response Support
- Assist in coordinating internal communication during medical or operational emergencies.
- Activate emergency call systems and contact on-call staff when necessary.
- Maintain a calm and friendly demeanor, especially under pressure.
Any other duty from time to time
- Diploma in communications or telephone operations.
- 1-year experience in Telephone Operations.
Key Competencies - Skills/ Knowledge/ Aptitude
- Excellent customer care skills.
- Good interpersonal skills.
- Effective communication skills.