DEPUTY MANAGER, CUSTOMER CARE & EXPERIENCE

KPJ Healthcare Berhad; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

KPJ Healthcare Berhad seeks a Deputy Manager, Customer Care & Experience to lead the CCX team and drive patient-first culture across hospital services. You will oversee reception, call center, admission, concierge, and information counters while implementing service standards and governance frameworks.

You will mentor CCX staff, analyse patient feedback, and deliver reports with recommendations for continual service improvement, alignment with KPJ values.

Qualifications

• Degree in Healthcare Management or related field.
• MBA or equivalent postgraduate qualification is an advantage.
• 8–10 years in customer service/healthcare management with 5+ years in leadership.
• Experience in hospital or hospitality industry preferred.

Responsibilities

• Lead the CCX team and ensure seamless patient journeys.
• Oversee reception, call center, admission, concierge, and information counters.
• Drive service improvement initiatives and patient feedback programs.
• Ensure compliance with accreditation standards and OSH regulations.
• Mentor, coach, and develop CCX staff and manage budgets.

Skills

Leadership

Strategic thinking

Communication

Patient-centric

Interpersonal skills

Analytical skills

MS Office

Education

Degree in Healthcare Management

MBA/MHA or equivalent

Tools

Canva

AI skills

Microsoft Windows

Job description

DEPUTY MANAGER, CUSTOMER CARE & EXPERIENCE

• 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.
• · 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.
• · 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.

KPJ Healthcare Berhad is the leading provider of private healthcare services in Malaysia, with a history dating back to 1981 when it introduced the first private specialist hospital in Johor. The Group's core values of Safety, Courtesy, Integrity, Professionalism, and Continuous Improvement drive its integrated network of more than 29 specialist hospitals across Malaysia. Additionally, KPJ has expanded its presence internationally, with hospitals in Indonesia, Bangkok, and Bangladesh, as well as investments in retirement and age-care resorts in Australia and Malaysia.

KPJ's competitive advantage stems from its extensive reach and accessibility throughout the nation, offering a wide range of medical specialist services, some of which are pioneering in the country's healthcare industry. The company also excels in utilizing integrated technology to enhance patient care, including the adoption of Cloud Computing and continuous improvements to the KPJ Clinical Information System (KCIS). Furthermore, KPJ is exploring digitalized medical technology applications in areas such as E-Pharmacy, wearable technology, robotics, Artificial Intelligence (AI), and the Internet of Things (IoT).

With over three and a half decades of experience in hospital development and management, KPJ is built on strong fundamentals, positioning it well for the evolving healthcare industry. The company’s health tourism segment has experienced significant growth through aggressive marketing strategies, expanding its footprint in various regions.

In addition to hospital-based care, KPJ has made strides in healthcare-related industries, particularly in KPJ Senior Living Care services and Healthcare Education, recognizing their potential for the future due to increasing consumer demand. KPJ hospitals have received recognition from accreditation bodies, ensuring the quality and safety of their services.

The company is committed to giving back to the community and has established a network of Klinik Wakaf An-Nur (KWAN) charity clinics and a Hospital Waqaf An-Nur (HWAN) to provide care to the underprivileged. With 18 KWAN clinics and five mobile clinics, KPJ’s efforts have positively impacted over one million patients since 1998.

Overall, KPJ Healthcare Berhad's extensive network, commitment to innovation, and dedication to quality healthcare services and community outreach make it a prominent and trusted player in the private healthcare industry.

KPJ Healthcare Berhad is the leading provider of private healthcare services in Malaysia, with a history dating back to 1981 when it introduced the first private specialist hospital in Johor. The Group's core values of Safety, Courtesy, Integrity, Professionalism, and Continuous Improvement drive its integrated network of more than 29 specialist hospitals across Malaysia. Additionally, KPJ has expanded its presence internationally, with hospitals in Indonesia, Bangkok, and Bangladesh, as well as investments in retirement and age-care resorts in Australia and Malaysia.

KPJ's competitive advantage stems from its extensive reach and accessibility throughout the nation, offering a wide range of medical specialist services, some of which are pioneering in the country's healthcare industry. The company also excels in utilizing integrated technology to enhance patient care, including the adoption of Cloud Computing and continuous improvements to the KPJ Clinical Information System (KCIS). Furthermore, KPJ is exploring digitalized medical technology applications in areas such as E-Pharmacy, wearable technology, robotics, Artificial Intelligence (AI), and the Internet of Things (IoT).

With over three and a half decades of experience in hospital development and management, KPJ is built on strong fundamentals, positioning it well for the evolving healthcare industry. The company’s health tourism segment has experienced significant growth through aggressive marketing strategies, expanding its footprint in various regions.

In addition to hospital-based care, KPJ has made strides in healthcare-related industries, particularly in KPJ Senior Living Care services and Healthcare Education, recognizing their potential for the future due to increasing consumer demand. KPJ hospitals have received recognition from accreditation bodies, ensuring the quality and safety of their services.

The company is committed to giving back to the community and has established a network of Klinik Wakaf An-Nur (KWAN) charity clinics and a Hospital Waqaf An-Nur (HWAN) to provide care to the underprivileged. With 18 KWAN clinics and five mobile clinics, KPJ’s efforts have positively impacted over one million patients since 1998.

Overall, KPJ Healthcare Berhad's extensive network, commitment to innovation, and dedication to quality healthcare services and community outreach make it a prominent and trusted player in the private healthcare industry.