Job Title:  Patient Relation Assistant

Job Summary

• Provides fortnline, patient-facing support at key hospital touchpoints by delivering a professional welcome, facilitating patient flow, and ensuring immediate assistance to patients and visitors.
• Focuses on first-contract service delivery, proactive identification of service gaps, and Tier 1 service recovery, while escalating complex or sensitive issues through appropriate channels within Jerudong Park Medical Centre.

Principles Duties and Responsibilities

• Provide a pofessional and courteous welcome to patients and visitors at all hospital entry points, ensuring a positive first impression.
• Assist with wayfinding and provide clear, accurate directions across clinical and non-clinical areas.
• Support patient flow by monitoring and managing queue visibility, identifying congestion points, and facilitating smooth movement across service areas.
• Provide immediate assistance based on patient and visitor needs, including arranging wheelchairs, assisting with forms, and offering general guidance.
• Conduct routine rounds in waiting areas, clinics and wards to identify patient needs and emerging concerns.
• Engage patients and visitors in a professional and courteous manner to support a positive service experience.
• Support patient comfort and overall experience in entry points, waiting areas, and service environments.
• Respond to and resolve frontline service concerns (e.g. delays, confusion, minor dissatisfaction) at first point of contact.
• Coordinate with relevant clinical and non-clinical teams when assistance is required to ensure continuity of service.
• Observe frontline service conditions (e.g. queue flow, patient needs, waiting environment) and highlight issues requiring attention to relevant stakeholders.

Professional Requirements

A minimum of three (3) years of professional experience in customer service, with strong communication and interpersonal skills, which include direct face-to-face interaction with members of the public in situation involving frustration, distress or conflict resolution is preferred.

Educational Requirements

• A minimum of Diploma, from an instutue recognized by the government of His Majesty of Negara Brunei Darussalam with credit in Malay and English Subject is required
• Candidates who have equivalent qualifications through education and/or experience may be considered for assignment for this position.

Work Requirement

This position is based in Belait District

Specialised Skills/Knowledge/Attribute Requirement

• Knowledgeable and well-versed in Royal Protocol and Melayu Islam Beraja (MIB) Code of Conduct.
• Ability to communicate in Bahasa Terasul would be highly advantageous. 
• Familiarty with the use of customer service management software, or equibalent tools, is preferred.
• Experience in handling sensitive and confidential information with discretion, in line with privacy regulations. 
• Knowledagble in Customer Service principles and practices. 
• Knowledgable in hospital's services, facilities and promotions.

Closing Date

1st November 2026