Customer Service & Support Jobs in Johor Bahru, Malaysia (Now Hiring) — 30 open

GENERAL DESCRIPTION

• To plan and carry out duties in ensuring a smooth, efficient, and patient-centered admission process. The unit serves as the first point of contact for patients requiring inpatient services by coordinating patient registration, admission arrangements, insurance and guarantee letter (GL) processing, bed allocation, financial clearance, and communication with clinical departments. The Admission Unit ensures that all admissions are completed accurately, promptly, and in compliance with hospital policies, regulatory requirements, and insurance panel guidelines while delivering excellent customer service and enhancing the overall patient experience.

JOB DESCRIPTION

Admission Functions

Register and Admit Patients

• Perform patient registration and admission accurately and efficiently.
• Verify patient identity, demographic information, and required documents.
• Create and update patient records in the Hospital Information System (HIS).

Verify Insurance & Financial Eligibility

• Check insurance coverage, panel eligibility, and validity of patient benefits.
• Request and monitor Guarantee Letter (GL) approvals from insurers/MCOs.
• Explain financial requirements, deposits, and payment policies for self-paying patients.

Coordinate Patient Admission

• Liaise with consultants, nursing units, Bed Management, Emergency Department, and other departments to facilitate timely admissions.
• Arrange bed allocation according to patient category, medical needs, and bed availability.

Prepare Admission Documentation

• Complete all admission forms and ensure all required documents are signed.
• Print and prepare insurance forms, consent forms, and other admission-related documents.

Communicate with Patients and Families

• Provide clear information regarding admission procedures, insurance status, estimated waiting time, and hospital policies.
• Respond professionally to enquiries and resolve admission-related issues promptly.

Ensure Accuracy and Compliance

• Ensure all patient information is complete, accurate, and complies with hospital policies, insurance requirements, and regulatory standards.
• Maintain confidentiality of patient information at all times.

Monitor Admission Progress

• Follow up on pending GL approvals, incomplete documentation, and outstanding admission requirements.
• Escalate delays or issues to the Admission Supervisor or relevant departments when necessary.

Maintain Proper Documentation

• File and maintain admission records in accordance with hospital policies.
• Ensure timely submission of documents to relevant departments.

Support Billing and Revenue Cycle

• Ensure all admission details are accurately captured to facilitate correct billing.
• Coordinate with Billing, Credit Control, and Finance regarding admission-related matters when required.

Customer Service Excellence

• Deliver courteous, professional, and compassionate service to patients and visitors.
• Handle complaints and difficult situations calmly and escalate when appropriate.

Administrative Responsibilities

• Maintain admission statistics and daily reports.
• Participate in departmental meetings, quality improvement initiatives, and training programmes.
• Perform other duties assigned by the Admission Manager or Hospital Management.

OSH Act & Regulations 1994

• Responsible and accountable for carrying out duties as employee stipulated in OSH Act & Regulations 1994.
• To take reasonable to carry at work for the safety of yourself and other people.
• To co-operate 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 and measure on occupational safety and health.

Patient Safety Goal

• Ensure compliance of Patient Safety Goals as safety improvement measures as recommended by World Alliance for Patient Safety.
• Ensure the policies on Patient and Family’s Rights are always addressed.

Integrated Management System

• Participates actively and encourages compliance to all policies and Procedures of ISO 9001:2015, OHSAS 18001, ISO 14001:2015, ISO 45001:2018, ISO 37001: 2016, Malaysian Hospital Accreditation Standards and PSG.

PDPA Act 2010

• To review and adopt internal personal data protection policies and practices to comply with the PDPA Act 2010.
• Participate actively in any other new service that is introduced:
• Ensure produce better result and Continual Improvement in deliver service to customers.
• To perform any other duties as and when required by the management.
• Produce outcome within the expectation of the shareholder and customers.

REQUIREMENTS

Education:

• Minimum qualification of SPM.
• Diploma from recognized university.
• Good interpersonal, pleasant appearance, good written communication skill as well as fluent in both spoken and written in Bahasa and English and Mandarin.
• IT literate with knowledge in Microsoft Office.
• 3 years’ experience in related fields.
• Willing to work extra hours, i.e. after office hours, on weekends and public holidays (whenever required).

PERSONAL ATTRIBUTES

• Demonstrates empathy, courtesy, and professionalism when interacting with patients, families, and visitors.
• Ensure patient registration, documentation, and insurance information are accurate to prevent delays and billing errors.
• Communicates clearly and effectively with patients, consultants, insurers, and multidisciplinary teams
• Maintains patient privacy and handles sensitive information ethically and in accordance with hospital policies.
• Prioritize tasks effectively to ensure timely admissions and efficient workflow
• Resolves routine admission and insurance issues promptly while escalating complex cases appropriately.
• Remains calm, efficient, and accurate during peak periods and emergency situations.
• Responds positively to changing priorities, new procedures, and evolving operational needs.
• Collaborates effectively with nursing staff, consultants, billing, bed management, and other departments to facilitate seamless patient admissions.
• Takes ownership of assigned responsibilities and consistently follows hospital SOPs and quality standards.