DEPUTY MANAGER, CUSTOMER CARE & EXPERIENCE

KPJ Selangor Specialist Hospital; Johor Bahru; On-site; MYR 180,000 - 240,000; Full time

Job summary

KPJ Selangor Specialist Hospital seeks a Head of Services, CCX to provide strategic and operational leadership for superior patient care. You will oversee the CCX team, drive service improvement, and ensure alignment with Caring, Professional, and Personalized service across departments.

You will lead patient experience initiatives, manage complaints, monitor satisfaction KPIs, and champion governance, compliance, and safety programs across the hospital.

Qualifications

• .Degree in Healthcare Management or related field with postgraduate qualification an advantage.
• .

Responsibilities

• Develop and implement the hospital’s CCX strategy and service standards.
• Lead CCX policies and drive annual targets for service excellence.
• Oversee patient feedback systems and complaints management.
• Coordinate cross-department collaboration to improve patient journey.
• Mentor CCX staff and oversee training programs.
• Ensure compliance with accreditation and OSH standards.

Skills

Leadership

Strategic thinking

People management

Communication

Customer service

Stakeholder management

Analytical thinking

MS Office

Hospital management systems

Education

MBA

MHA or Healthcare management

Bachelor’s in Healthcare Management

Tools

MS Office

Hospital management systems

Canva

Data analytics

Job description

GENERAL DESCRIPTION

• The Head of Services, CCX, provides strategic and operational leadership to ensure that all patients, families, and visitors experience high-quality, compassionate, and seamless care. This role oversees the CCX team, drives service improvement initiatives, and ensures alignment with the hospital’s values of Caring, Professional, and Personalized service.

JOB DESCRIPTION

1.Strategic Leadership

• Develop and implement the hospital’s Customer Care & Experience strategy.
• Lead CCX policies, SOPs, and service standards across departments.
• Set annual service excellence targets and monitor progress.

2. Service Excellence & Patient Experience

• Ensure a “Patient First” culture is embedded in daily operations.
• Oversee complaint management, service recovery, and patient feedback systems.
• Monitor patient satisfaction scores and drive initiatives for continuous improvement.
• Champion hospital-wide programs to improve service delivery.

3. Operational Oversight

• Lead the CCX team (Executives, Supervisors, Envoys, Telephone Operators, Front Desk).
• Ensure smooth functioning of customer-facing services: reception, call center, admission, concierge, and information counters.
• Coordinate cross-departmental collaboration to optimize patient journey.

4. Staff Development & Engagement

• Mentor, coach, and evaluate CCX staff performance.
• Oversee training programs in customer service, communication, and complaint handling.
• Foster a positive, motivated, and service-driven workforce.

5. Feedback, Reporting & Continuous Improvement

• Analyze patient feedback, complaints, and compliments to identify trends.
• Provide management with reports and recommendations for service improvements.
• Implement innovative practices to enhance patient comfort and satisfaction.

6. Governance & Compliance

• Ensure adherence to hospital accreditation standards (MSQH, JCI, etc.) related to patient care and customer service.
• Maintain compliance with data confidentiality, patient safety, and service quality standards.
• Manage budgets, resources, and departmental KPIs effectively. OSH Act & Regulations 1994
• Responsible and accountable to carry out duties as employee stipulated in OSH Act & Regulations 1994
• To take responsibility to carry at work for the safety of yourself and other persons
• To cooperate 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 or measure on occupational safety and health.

7. Baby Friendly Concept

• Responsible and accountable to adhere to the steps of successful breastfeeding as requirement 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 addressed at all times. Integrated Management System
• Participates actively and encourages compliance to all policies and Procedures of ISO 9001:2015, ISO 14001, OHSAS 18001, ISO 14001:2015, 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 delivering service to customers. To perform other duties as and when required by the management
• Produce outcome within the expectation of the shareholder and customers.

JOB REQUIREMENTS

Education:

• Degree in Healthcare Management, Hospitality, Business, or related field.
• Postgraduate qualification (MBA, MHA, or equivalent) is an advantage.
• Minimum 8–10 years of experience in customer service/healthcare management, with at least 5 years in leadership.
• Experience in hospital or hospitality industry preferred.

Knowledge and Experiences:

MINIMUM PREFERRED

• 5 year working experience 10 years of experience in customer service.
• Good interpersonal, communication skill and fluent in both spoken and written English Working with less supervision, Nature, independent with a strong sense of self-initiative and motivation IT literate IT literate with knowledge of Microsoft Windows, Canva, AI Skills & Competencies: Special skills required Strong leadership and people management skills.
• Excellent communication, negotiation, and conflict resolution skills.
• Strategic thinking with ability to translate vision into action.
• Analytical ability to interpret feedback and implement improvements.
• Strong organizational and multitasking ability.
• Proficiency in MS Office and hospital management systems.

Personal attributes:

• Inspirational and motivational leader.
• Empathetic and approachable with strong emotional intelligence.
• Professional, ethical, and trustworthy.
• Proactive, decisive, and resilient under pressure.
• Passionate about patient-centered care and service excellence.