A. General purpose of the position:
Duty at the main door of lobby to greet patient/ visitor upon arrival or departure
Opening the door when patient/ visitor coming in or out
To provide location information to patient where they wish to go,
To assist patient if they need wheel chairs.
B. Key duties and responsibilities:
Duty at the main lobby
Poster & gesture:
§ Remain in a standing position for extended periods of time.
§ Giving direction with full hand
§ Getting along with customer a few steps if possible
Opening the door
§ To open the door whenever customer, patient approaching to the door
§ Keep the door close if no use
§ Ensure door is cleanliness at all times
Greeting customer:
§ Greeting & welcome all customers step into main entrance with positive & warmest attitude
§ Greeting say “Good morning, good afternoon upon customer passing by the door
Providing information
§ Be familiar with the hospital locations to provide information to patient/ customer correctly
§ Take responsibility to keep information updated if any new or change of the locations as well renovation
§ To provide information to customer/ patient with attention, compassionate enthusiasm and proficiency
§ Anticipate needs of customer/ patient to proactively offer assistance
Wheelchair:
§ Proactively identify if patient would need wheelchair upon their arrival or at the main lobby
§ Enthusiasm assists patient’s family to use wheel chair
§ To ensure wheel chairs are ready at the morning and to collect them back in the afternoon
§ To ensure wheel chairs are working in good condition, to report to maintenance if any issue
Water dispenser:
§ To check water dispenser as daily schedule
§ To change water dispenser when the drinking bottle of water is 5% left
§ To ensure the cotton cover of water dispenser is clean
Other assignment
- To observe the brochure display at the main lobby to ensure they are well display
- To observe the cleanliness at the main lobby, call Pan Pacific quickly when it’s dirty
- To pay attention to the poster’s content which is displayed at the main lobby in order to providing information to customer upon being asked, to remove poster if no use, and to ensure poster set up at the appropriate area
- Undertake other assignment by Patient service senior or FOM
Customer services
- Keep smile and be friendly
- Be able to anticipate patient and visitor’s needs
- Treat all patients and visitors as valued customers, making them feel comfortable and welcomed
- Answer patients questions thoroughly to the best of ability,
- Use appropriate body language to make patients feel welcome and cared for
Complaints handling :
- If patient/ customer request to see manager or director. Invite patient to sit on the customer service office, then inform customer service staff to receive patient/ customer
Teamwork
- Coordinate with front office staff to provide well-organized and efficient services to patients
- Respect and cooperate with front office staff to ensure the best possible overall patient services, including sharing work, helping out, replacing absent staff, etc.
