DEPUTY MANAGER, CUSTOMER CARE & EXPERIENCE

KPJ Selangor Specialist Hospital; Malaysia; On-site; MYR 48,000 - 72,000; Full time

Job summary

KPJ Selangor Specialist Hospital is seeking a Patient Experience Specialist to lead patient journey improvements and collaborate with clinical teams to elevate the quality of care and satisfaction for patients and families.

You will analyze feedback from surveys, portals, and direct observation, design training programs, coach staff on patient-centred communication, and implement service recovery when issues arise.

Qualifications

• Bachelor's degree in Mass Communications or related field.
• Certification from a recognized professional body in healthcare customer service.
• 5+ years of working experience (preferred).
• Understanding of Private Healthcare Act 1968 (PHA68) and healthcare governance.
• Compliance knowledge and design thinking.
• Strong communication and interpersonal skills.

Responsibilities

• Identify patient experience improvement activities and ensure excellent care experience.
• Collaborate with hospital teams to communicate and deliver care effectively.
• Coach staff to improve patient-centred communication and learning outcomes.
• Analyze patient feedback and metrics to recommend experience improvements.
• Develop education programs and reporting tools to track patient experience performance.

Skills

Communication

People skills

Time management

Lateral thinking

Solution oriented

Self confidence

Education

Bachelor's degree in Mass Communications or related field

Certification from a recognized professional body in healthcare customer service

Job description

1) KEY ACCOUNTABILITIES

• The Customer Care Experience (Patient Journey) works to identify and implement patient experience improvement activities and to ensure an excellent experience of care for patients and families in all care settings.
• Collaborate with Hospital healthcare teams to ensure effective communication and delivery of care through close observation, intervention and monitoring.
• Maintain compliance with healthcare regulations and standards to ensure patient safety and quality of care.
• Monitor quality of care and continuously assess and improve the quality of care provided to patients through feedback and performance metrics.

2) JOB DESCRIPTION

• Serves as a resource for health care team members to support patient experience initiatives.
• Analyzes and utilizes patient experience quantitative and qualitative feedback and metrics from a variety of sources (patient surveys/comments, CCX Portal, focus groups, advisory councils, direct observation, manager/staff perspectives) to formulate recommendations for improving metrics and improving the patient experience.
• Maintains knowledge of patient experience organizational strategy and best practices in the field of patient experience and patient feedback/input in order to effectively improve the experience of care.
• Observes interactions between staff, providers and patients in a variety of clinical and nonclinical settings and coaches to improve patient-centred and team communication.
• Applies evidence-based adult learning principles in development and delivery of educational programs to improve learning outcomes.
• Utilizes a high degree of judgement, prioritization, problem-solving and decision-making to complete a comprehensive review of patient concerns, including activating appropriate level of Service Recovery processes and procedures to increase patient satisfaction.
• Reviews and meets ongoing competency requirements of the role to maintain the skills, knowledge and abilities to perform, within scope, role specific functions.

Responsibilities for Patient Experience Specialist

• Strong consultation skillset.
• Collaborates with internal and external stake holders to design and implement training related to the patient experience.
• Provide direction to services and management to transform different services into a consistent high service, patient focused practice. Work to develop key metrics and reporting tools to track and measure the patient experience and improve overall performance.
• The Patient Experience Specialist is responsible for all aspects of customer service for Patient Access/Patient Accounts areas in a manner that ensures a customer focused, quality conscious work climate.
• Develops educational goals that are congruent with the organization and Patient Experiences mission, philosophy, and strategic direction.
• Designs and implements educational programs that incorporate patient feedback and are based on evidence and support excellence in patient centered care. Evaluates and enhances programs based on feedback.

3) JOB REQUIREMENT

• Minimum Bachelor Degree in Mass Comm or in any related disciplines.
• An additional certification from the recognized professional body in customer service delivery especially in Healthcare industry.
• Preferred with at least 5 years working experience.
• Understanding of Private Healthcare Act 1968 (PHA68) and other healthcare statutory and governance.
• Compliance knowledge and design thinking.
• People skills.
• Time management.
• Strong work ethic.
• Optimistic and energetic.
• Lateral thinking.
• Communication and self confidence.
• Solution Oriented.