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Patient Liaison Executive (Mandarin-Speaking / Fresh Graduates Welcome)
About the Role
We are seeking a compassionate and professional Patient Liaison Executive to serve as the vital link between our organization and the patients we serve. In this role, you will go beyond basic customer service; you will be the trusted guide for patients specifically those from China - helping them navigate our healthcare services with ease. If you are fluent in Mandarin and thrive in a fast-paced environment where you can make a real difference in patient care, we invite you to apply.Why Join Us?
We value our employees and offer a comprehensive package designed to support your well-being and career growth:
- Attractive Compensation: Competitive Salary + Performance Bonus + Hardship Allowance + Language Allowance
- Generous Time Off: Enjoy 16 days of Annual Leave plus special Birthday Leave to celebrate your special day.
- Comprehensive Health Benefits: Insurance coverage + Outpatient, Dental & Optical benefits to keep you covered.
- Wellness Perks: Stay healthy with free annual flu vaccines and blood tests.
- Career Growth: Clear opportunities for career advancement within the healthcare industry.
- Supportive Culture: Work in a collaborative, team-oriented environment where your contributions are valued.
- Be the First Point of Contact: Handle patient inquiries via telephone, email, and live chat promptly, ensuring every interaction is professional, empathetic, and helpful.
- Guide Patients Through the Journey: Provide clear, accurate information to assist patients in acquiring our services, effectively removing any barriers or challenges they may face.
- Bridge the Language Gap: Leverage your fluency in Mandarin to communicate effectively with patients from China, ensuring they fully understand their care options and feel comfortable.
- Build Lasting Relationships: Follow up with patients to ensure their satisfaction and foster long-term trust in our organization.
- Liaise Across Departments: Collaborate closely with medical and administrative teams to resolve patient issues efficiently and identify areas for service improvement.
- Maintain Accurate Records: Input and update patient information in our CRM system with high attention to detail, monitoring service levels to ensure data integrity.
- Drive Service Excellence: Strive to meet and exceed individual and team targets for patient satisfaction, service quality, and productivity.
- Be a Brand Advocate: Maintain a positive demeanor at all times and provide feedback to management on recurring patient concerns to help us improve.
- Language Proficiency: Excellent verbal and written communication skills in English, Mandarin, and Bahasa Malaysia. Ability to converse professionally in Mandarin is a must to support our China patients.
- Education & Experience: Minimum Diploma or equivalent. 1-2 years of experience in a call center, customer service, or healthcare administration environment is preferred.
- Core Skills: Strong problem-solving abilities, excellent time management, and the capacity to multi-task in a busy environment.
- Attitude: A patient-focused mindset with a genuine passion for helping others. You should be a proactive team player willing to support colleagues when needed.
- Technical Skills: Proficient in using CRM software and managing database systems.